Loyalty Manager

3 weeks ago

London, United Kingdom SEPHORA Full time

At Sephora we inspire our customers, empower our teams, and help them become the best versions of themselves. We create an environment where people are valued, and differences are celebrated. Every day, our teams across the world bring to life our purpose: to expand the way the world sees beauty by empowering the ExtraOrdinary in each of us. We are united by a common goal - to reimagine the future of beauty.

The Opportunity

Play a pivotal role in shaping our Sephora UK Loyalty offering to maximise our retention of existing customers and ensure we deliver an omni-channel, best in class program.

What You'll Do

Strategy Development & Implementation:

  • Continue to develop our loyalty offering to increase customer retention, repeat purchases, and overall customer lifetime value
  • Work closely with the Sephora central & Europe teams to implement new functionality and initiatives for the loyalty program
  • Work with the wider marketing & ecommerce teams to optimise communication strategies across various channels such as email, app social media, and in-store promotions
  • Employ a test & learn approach to all new initiative
Planning & execution

  • Work with the commercial teams to plan in regular loyalty activations throughout the year across in store & online ensuring a seamless omni-channel customer experience
  • Own the end to end process for all loyalty rewards and GWP opportunities including planning, sourcing, costing and delivery
  • Tailor offer and communications based on tier, behaviour, preferences, and demographic
  • Implement in store events to reward our most loyal customer base
Customer analysis and insights:

  • Own the regular reporting on loyalty performance and present back to senior stakeholders within the business
  • Ensure we are on track to hit business and customer KPIs, proposing new initiatives to boost performance where needed
  • Track performance, volumes and financial costs against forecast and work with FP&A to reforecast when necessary
  • Utilise customer data and analytics to identify trends, insights, and opportunities to further optimise the program and improve customer engagement
  • Gather feedback from customers to continuously improve the program and address any issues or concerns raised by members
  • Represent the voice of the customer, sharing insights and findings with the wider organisation
  • Work with the commercial teams to plan in regular loyalty activations throughout the year across in store & online ensuring a seamless omni-channel customer experience
What You'll Bring

  • Proven experience in loyalty program management, customer relationship management (CRM), or a related role.
  • Strong analytical skills with the ability to interpret data and make data-driven decisions.
  • Ability to adapt to a fast-paced environment, manage multiple projects simultaneously and deliver to tight deadlines.
  • Strategic thinking and problem-solving abilities, with a focus on driving results and achieving business objectives.
  • Not afraid to challenge the status quo where you believe it will benefit the team or the customer.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and influence stakeholders.
  • Familiarity with loyalty program software platforms and CRM tools is preferred
While at Sephora, You'll Enjoy...

  • The people. You will be surrounded by some of the most talented leaders and teams - people you can be proud to work with.
  • The learning. We invest in training and developing our teams, and you will continue evolving and building your skills through personalized career plans.
  • The culture. As a leading beauty retailer within the LVMH family, our reach is broad, and our impact is global. It is in our DNA to innovate and, at Sephora, all 40,000 passionate team members across 35 markets and 3,000 stores, are united by a common goal - to reimagine the future of beauty.
You can unleash your creativity, because we've got disruptive spirit. You can learn and evolve, because we empower you to be your best. You can be yourself, because you are what sets us apart. This, is the future of beauty. Reimagine your future, at Sephora. Sephora is proud to be an equal opportunity workplace for all. We do not discriminate in recruitment, hiring, training, advancement, or other employment practices. We celebrate diversity and are committed to creating and fostering an inclusive environment for all employees. #J-18808-Ljbffr

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