Customer Loyalty Marketing Manager

Here at Peacocks, we are seeking an experienced Customer Loyalty Marketing Manager to join our Marketing Dept. to drive the day-to-day operations of the new Peacocks Loyalty Programme.

This role will drive the day-to-day operations of the new Peacocks Loyalty Programme and would suit someone who has a good understanding of loyalty schemes, customer behaviour, and a proven track record of managing a large scale project.

Key Responsibilities & Objectives for the role:
Drive Profitable Sales Growth through our Loyalty Scheme
• Drive customer acquisition through Peacocks’ channels (website, social, in-store etc.)
• Create & maintain a Loyalty Scheme activity plan that drives additional revenue
• Analyse performance, customer data, and market trends to drive decisions and optimize revenue generating activity
• Review ROI on all activity and provide regular stakeholder performance reports

Great Experience for Our Customers
• Use insight and feedback to continuously enhance the customer journey by identifying opportunities to improve engagement, retention and satisfaction through the loyalty programme
• Manage rewards to ensure they align with customer expectations and values.

Communication
• Create and maintain a clear communication plan.
• Respond to feedback, work cross functionally to highlight, agree & embed process improvements.
• Continually challenge ways of working by gathering feedback from competitors, customer groups and retail team

Technical/Compliance Support
• Deal with administrative tasks such as payments, data security and data governance
• Ensure all campaigns are legally compliant and on brand. Ensure the confidentiality, integrity and availability of information being held, accessed or processed
• Monitor the health of the customer database to ensure the data being used across the business is accurate

Key experiences:
• Strong understanding of consumer behaviour and loyalty programme best practices
• Good stakeholder management and communication skills
• Enjoy working within a fast-paced, ever changing environment
• Previous retail or online / Ecommerce experience desirable






Specialist skills and experience:
• Experience with customer relationship management (CRM) systems & loyalty platforms
• Excellent writing, editing and proofreading skills
• Good interpersonal and relationship-building skills to work with all other departments
• Confidence to influence and collaborate with senior leaders
• Strong analytical skills with the ability to interpret complex data and translate it into actionable strategies
• Excellent project management skills with a track record of managing multiple initiatives simultaneously