Location
Co. West Midlands | United Kingdom
Job description
Apply now Job no: 544564
Work type: Full time
Site: Redditch
Categories: Marketing
Location: Worcestershire
Salary: Upto £50,000 pa plus aligned Company Benefits and Car Allowance
Business Area: Halfords Support Centre
The Group Loyalty Manager is responsible for the ongoing delivery and development of the customer loyalty programme across the Group, ensuring that they support the overall Halfords vision and customer loyalty strategy to drive profitable outcomes across agreed customer metrics (eg, breadth of shop, retention, share of purse).
The role reports into the Group Head of Loyalty, in the Group Marketing Team at Halfords.
Key accountabilities and responsibilities
- Support the delivery & development of the Group Motoring club proposition and other lifetime value initiatives
- Ensure that we have 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 so that loyalty communications deliver desired behaviours.
- Represent the loyalty team in cross functional meetings and projects
- 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 KPI’s
- Support the Group Head of Loyalty in driving the proposition and business case development for future investment in the programme
- Have a thorough understanding of loyalty club customer and proactively make recommendations for improvements in proposition and journeys.
- Champion loyalty in the business and be the conduit by which loyalty continues to be embedded culturally into the organisation
- Be relentless in your focus of the customer to maximise share of purchase and lifetime value by continual assessment and improvement of the multi-channel loyalty customer journey.
- 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, Experience and Qualities
- Candidates must have worked in a loyalty or CRM role previously, with a good understanding of the UK loyalty market.
- We’re looking for a candidate who is 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.
- The candidate must be 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.
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