Customer Loyalty Marketing Manager

Here at Peacocks, we are seeking an experienced Customer Loyalty Marketing Manager to join our Marketing Dept. to drive the day-to-day operations of the new Peacocks Loyalty Programme.

This role will drive the day-to-day operations of the new Peacocks Loyalty Programme and would suit someone who has a good understanding of loyalty schemes, customer behaviour, and a proven track record of managing a large scale project.

Key Responsibilities & Objectives for the role:

Drive Profitable Sales Growth through our Loyalty Scheme

Drive customer acquisition through Peacocks’ channels (website, social, in-store etc.)
Create & maintain a Loyalty Scheme activity plan that drives additional revenue
Analyse performance, customer data, and market trends to drive decisions and optimize revenue generating activity
Review ROI on all activity and provide regular stakeholder performance reports

Great Experience for Our Customers

Use insight and feedback to continuously enhance the customer journey by identifying opportunities to improve engagement, retention and satisfaction through the loyalty programme
Manage rewards to ensure they align with customer expectations and values.

Communication

Create and maintain a clear communication plan.
Respond to feedback, work cross functionally to highlight, agree & embed process improvements.
Continually challenge ways of working by gathering feedback from competitors, customer groups and retail team

Technical/Compliance Support

Deal with administrative tasks such as payments, data security and data governance
Ensure all campaigns are legally compliant and on brand. Ensure the confidentiality, integrity and availability of information being held, accessed or processed
Monitor the health of the customer database to ensure the data being used across the business is accurate

Key experiences:

Strong understanding of consumer behaviour and loyalty programme best practices
Good stakeholder management and communication skills
Enjoy working within a fast-paced, ever changing environment
Previous retail or online / Ecommerce experience desirable

Specialist skills and experience:

Experience with customer relationship management (CRM) systems & loyalty platforms
Excellent writing, editing and proofreading skills
Good interpersonal and relationship-building skills to work with all other departments
Confidence to influence and collaborate with senior leaders
Strong analytical skills with the ability to interpret complex data and translate it into actionable strategies
Excellent project management skills with a track record of managing multiple initiatives simultaneously