Senior Loyalty Manager
17 days ago
Wrexham
As one of the Best Big Companies to Work For, we have a rich history of loving our customers and looking after our teams. We understand that success is achieved through our people, and we are searching for a Senior Loyalty Manager to join our growing business. Purpose of the role: The Senior Loyalty Manager is accountable for defining and leading Iceland Foods online loyalty strategy, driving customer retention, frequency and lifetime value. This role owns the end-to-end online loyalty proposition, ensuring it delivers tangible commercial growth, deepens customer relationships and differentiates Icelands online offer in a highly competitive grocery market. Key Responsibilities: • Online Loyalty Strategy & Proposition, • Define and own the online loyalty vision and roadmap for Iceland, • Lead the evolution of the loyalty proposition, • Ensure the loyalty offer is distinctive and commercially viable, • Translate business strategy into clear loyalty priorities, • Commercial Ownership & Performance, • Own loyalty performance including retention, frequency and CLV, • Manage loyalty business cases and forecasting, • Identify incremental revenue and margin opportunities, • Optimise programme economics through test-and-learn, • Ecommerce & Customer Experience, • Embed loyalty across online customer journeys, • Work with CRO, UX and product teams, • Use loyalty to support wider ecommerce growth initiatives, • Data, Insight & Personalisation, • Leverage first-party data for segmentation and targeting, • Partner with CRM and insight teams, • Champion experimentation and data-led decisions, • Cross-Functional Leadership, • Act as the senior loyalty lead across the business, • Influence senior stakeholders, • Manage technology partners and suppliersSkills & Experience Essential • Extensive experience managing a loyalty proposition., • Strong commercial and analytical capability, • Deep understanding of ecommerce customer journeys, • Experience influencing senior stakeholdersDesirable, • Grocery or FMCG ecommerce experience, • Experience launching or transforming loyalty programmes, • Knowledge of CRM and loyalty platforms, • What Success Looks Like, • Improved customer retention, frequency and lifetime value across online and instore., • Clear commercial ROI from loyalty initiatives, • Loyalty embedded across the customer journey, • Strong internal alignment around loyalty as a growth lever Benefits and rewards: • Best Place to Work 2026, • Supportive and collaborative team, • Healthcare and cash back plans, • 15% discount in our stores and 30% discount in our group restaurants, • Partner discounts, • Subsidised on site restaurant and Costa (Head Office), • Mental, physical and financial wellbeing support JBRP1_UKTJ