Loyalty Engagement Specialist

2 weeks ago

Reading, United Kingdom Three Full time

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.
- Manage ongoing evaluation of customer engagement for the Three+ app, establishing best course of action for driving strong member performance and business value through constant interrogation of data analysis, customer insights and market research.
- Have a deep understanding of who the loyalty customer is, their behaviours, how they engage with offers and what they expect from Three’s loyalty programme.
- Be the loyalty contact for the Data Insights, Analytics and Digital team working with them to explore and analyse opportunities to feed into strategic conversations and prioritising activities to further increase customer engagement.
- Build reports and presentations to share findings and recommendations that inform and educate loyalty stakeholders, helping drive their campaigns and underpin strategic plans.
- Driving and monitoring the performance of all Three+ digital platforms including the Three+ website and app, monitoring and reporting on customer engagement and managing any incidents that impact the member experience.
- Managing and driving Three+ channel performance developing plans and promotional collateral aimed at building employee knowledge of the programme and offers to drive customer engagement in Three’s loyalty programme.
- Evaluating and monitoring the performance and contribution of Three+ customer engagement versus KPIs.
- Supporting the loyalty team with loyalty budget management, base campaign management activities and offer loading where required, to help drive programme awareness, engagement and registrations, NPS and lifetime value.
- Be the customer champion, be passionate about the customer experience and loyalty as a concept and work with the cross functional team to build out your thinking.
- Be an explorer looking for new ideas, thinking about the customer and constantly looking at the Telco and related markets here and across the world, understanding competitors’ strategy and closing any competitive gaps that may arise. Take advantage of any UK/ROI synergies in the loyalty space, suppliers, activity and learnings.

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