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Loyalty Manager

3 months ago

Wilmslow, Cheshire East, United Kingdom Verve Full time

Job Title: Loyalty Manager

Manager: Head of Brand Marketing

The Company.

Verve (@VaVaVerve) is a Health & Wellness business trading in the UK and internationally. Our goal is to provide a comprehensive and convenient way to manage daily health. We are a startup based in Alderley Edge and we are growing fast. To support this growth we are looking for the perfect candidate to join our marketing & customer experience team.

About You.

You're an exceptionally well organised and analytical marketing expert with a keen eye for detail and a passion for turning data into actionable insights to deliver a highly targeted and best-in-class customer experience. You're an excellent communicator with exceptional analytical skills who can bring data to life for a number of different stakeholders. You're a social media native and a super user of Meta and TikTok and emerging platforms and have a strong understanding of GA4. You're excited to use your experience to further build the brand's data infrastructure and can implement ways of working that sets the business up for success. You thrive in the electric excitement of a startup and are excited about joining a growing team and working in the office 5 days per week.

About The Role.

We pride ourselves on fostering strong relationships and providing unparalleled customer experiences. We are seeking a dynamic Customer Loyalty and CRM Manager to join our team and drive our customer engagement and retention strategies.

The Customer Loyalty and CRM Specialist will be responsible for developing and implementing strategies to enhance customer loyalty, increase customer retention, and optimise the customer experience through effective CRM management. This role requires a blend of analytical skills, marketing insight, and customer service expertise to create and maintain strong, long-lasting customer relationships.

Key Responsibilities:

  1. Customer Loyalty Programs:
  • Design, implement, and manage customer loyalty programs to increase customer retention and lifetime value.
  • Analyse program performance and customer feedback to continually improve the effectiveness of loyalty initiatives.
  • Collaborate with marketing, sales, and customer service teams to promote loyalty programs and ensure consistent messaging.

2.CRM Management:

  • Oversee the CRM system to ensure it effectively supports customer relationship management and marketing efforts.
  • Develop and implement CRM strategies to enhance customer acquisition, engagement, and retention.
  • Maintain accurate and up-to-date customer records, ensuring data integrity and compliance with data protection regulations.

3.Customer Engagement:

  • Create personalised customer experiences and communications to strengthen customer relationships.
  • Develop and execute targeted marketing campaigns based on customer segmentation and behaviour analysis.
  • Monitor customer interactions and feedback across various channels to identify opportunities for improvement.
  • Work closely with sales, marketing, and customer service teams to ensure a cohesive approach to customer relationship management.

4.Analytics and Reporting:

  • Analyse customer data to identify trends, behaviours, and opportunities for enhancing customer loyalty.
  • Prepare and present regular reports on CRM and loyalty program performance to senior management.
  • Use data-driven insights to make informed decisions and optimise customer loyalty strategies.

Requirements:

  • At least 3 years of customer experience.
  • Analytical, detail-driven, and willing to get hands-on.
  • Proven experience in customer loyalty, CRM management, or a similar role.
  • Strong understanding of CRM systems (e.g., Salesforce, HubSpot) and loyalty program software.
  • Excellent communication and negotiation skills.
  • Proficiency in using affiliate tracking software and analytics tools.
  • Ability to manage multiple projects and prioritise tasks effectively.
  • Goal-oriented with a focus on achieving targets.
  • Strong attention to detail and organisational skills.
  • Excellent analytical skills with the ability to interpret data and derive actionable insights.
  • Strong communication and interpersonal skills with the ability to build and maintain positive relationships with customers and colleagues.
  • Creative thinker with the ability to develop innovative customer engagement strategies.
  • Willing to commute to the office 5 days per week.

Benefits:

  • Competitive salary
  • Employee discounted products
  • Company matching contribution pension up to a certain %
  • 23 days holiday, plus bank holidays
  • Birthday day off
  • Unlimited unpaid leave
  • Performance related bonus
  • Team events