Group Loyalty Manager

4 weeks ago

Redditch, Worcestershire, United Kingdom Halfords Full time
About Us

At Halfords, our mission is to deliver exceptional customer experiences and foster long-term relationships with our customers. As a specialist retailer, we strive to innovate and lead the market through customer-driven initiatives and a unique product range. Our commitment is to provide our customers with a seamless, integrated, and convenient service experience, from e-bike and electric vehicle servicing to on-demand solutions.

The teams at our Redditch Support Centre play a vital role in our success and growth, working closely with every other area of our business. Everyone brings their individual knowledge and experience to work every day, working as one team to drive results.

About the Role

The Group Loyalty Manager is responsible for the ongoing development and delivery of the customer loyalty program across the Group, ensuring that it supports the overall Halfords vision and customer loyalty strategy to drive profitable outcomes across agreed customer metrics.

Key Accountabilities and Responsibilities
  • Support the delivery and development of the Motoring club proposition and other lifetime value initiatives
  • Ensure consistency of execution across the Group, engaging with Marketing, Customer, Commercial, and Operational colleagues as well as Agency partners
  • Work in partnership to manage loyalty planning with Category, Marketing, and CRM colleagues to deliver desired behaviors
  • Manage specific cross-functional projects that support the delivery of loyalty targets and future roadmap
  • Work with the analytics team to monitor and report on loyalty financial and operational performance vs agreed KPIs
  • Champion loyalty in the business and be the conduit by which loyalty continues to be embedded culturally into the organisation
  • Understand the pain points and retention barriers our customers face when shopping with us across all channels, utilising insight from our customer team and front-facing colleagues
Key Skills and Experience
  • Must have worked in a loyalty or CRM role previously, with a good understanding of the UK loyalty market
  • Proficient at managing multiple projects in a fast-paced retail environment, with an ability to prioritise workload accordingly
  • Productive team member, collaborating effectively with all teams and at all levels of the organisation with a fastidious approach to detail
  • Skilled in stakeholder management – this is a Group role with diverse stakeholder groups, so strong communication skills are essential
  • Commercial acumen is desired with candidates comfortable working with P&L, business cases, and financial reports
  • An evangelist for customer and our relationships with them, obsessed about delivering the right message at the right time and with the right content
  • This role will suit a data-centric self-starter, a proactive loyalty marketer who has determination to achieve results

Halfords is proud to be an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from all individuals regardless of race, religion, gender, sexual orientation, age, disability, or any other legally protected characteristics.

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