Loyalty Manager

1 week ago

Southampton, Southampton, United Kingdom B&Q Full time

Loyalty Manager (12 Month FTC- Maternity Leave Cover)

Up to £55,000 + Bonus + Pension + BUPA + ShareSave + 6.6 weeks holiday + hybrid working

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they'll love. Join us as the Loyalty Manager within the Customer team and you'll be a big part of this.

At B&Q we have a hybrid approach to working to increase flexibility in how we work. For this role we expect you'll be working from our Store support Office as and when there is a delivery need. We are also hoping to hear from anyone interested in flexible working options. Speak to our recruitment team to find out more.

What's the job?

As the Loyalty Manager you will work closely with the Senior Loyalty Manager to define and deliver the Loyalty propositions. Your focus will be on membership volume and value growth, delivering this through innovation of the propositions, and delivery of Loyalty events and other reward initiatives. You'll be the advocate and custodian of the Loyalty customer experience across various touchpoints to ensure the effective embedding of the Loyalty proposition across channels, journeys, products & services. You'll also be accountable for successful and efficient operations, collaborating with and providing guidance to the Loyalty Ops team to ensure effective operational management. Your responsibilities will include:

Loyalty Proposition Development and Delivery:


• Support the Senior Loyalty Manager with the re-design, review, and formulation of new strategies for the Loyalty proposition, positioning and brand (working with teams that enable the delivery e.g. Brand Marketing)


• Own the Loyalty roadmap, driving continuous innovation and evolution of the Loyalty reposition and its capabilities.


• Identify and implement initiatives that acquire new customers into the loyalty programs and nurture and increase the value of existing loyalty members, such as loyalty events, promotions, rewards, and surprise and-delight initiatives. Owning the end-to-end delivery, working cross functionally with teams such as marketing, commercial and retail


• Define how we will look after our most valuable members, using personalised offers and experiences to recognise and maintain their value

Customer Experience and Journey Management:


• Act as the guardian of the loyalty CX throughout the acquisition, sign-up, welcome, and leave journeys


• Ensure the effective embedding of the Loyalty propositions across channels and customer journeys Insights, Reporting, and Performance Analysis:


• Engage with data and analytics teams to gather and leverage customer data, generating insights to drive loyalty strategies

Loyalty Operations:


• Be accountable for the effective operational management of the Loyalty programs and execution of Loyalty initiatives


• Provide direction and guidance to the Loyalty Ops team

Collaboration and Stakeholder Management:


• Widely share the Loyalty plan and how we will grow value from new and existing members


• Collaborate with cross-functional stakeholders - including data & analytics, marketing, digital, commercial, customer service - to deliver Loyalty objectives and the required customer experience.

What we need:

Experience in Loyalty program proposition and strategy definition

Strong understanding and experience in operational management of Loyalty schemes

Knowledge of Loyalty best practices, trends, and industry standards

Familiarity with legal and compliance considerations related to Loyalty programs

Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams and engage customers

Good analytical skills with the ability to derive insights from data and make data-driven decisions

Detail-oriented with strong project management skills to handle multiple initiatives simultaneously

Creative problem-solving skills and a proactive approach to overcoming challenges

Experience in the retail, hospitality, or e-commerce industry is beneficial

What's in it for me?

As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more

As part of a great team, you'll be supported to grow and encouraged to explore new career directions within the business and the wider group. And, because you'll be inspiring great things for our customers and the whole business, you'll do work worth caring about.

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