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- Tasks: Lead customer retention strategies and loyalty programmes to enhance engagement.
- Company: Join a fast-growing B2C retail brand with a focus on creativity and community.
- Benefits: Flexible hours, creative freedom, and a supportive work culture await you.
- Why this job: Shape the future of customer loyalty in a dynamic environment with real impact.
- Qualifications: Experience in email marketing and CRM, ideally from e-commerce backgrounds.
- Other info: Part-time or full-time options available, minimum 25 hours per week.
The predicted salary is between 36000 - 60000 £ per year.
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Customer Retention & Loyalty Manager (FT or PT Considered), Dunstable
Location: Dunstable, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: a15b18197d28
Job Views: 4
Posted: 29.06.2025
Expiry Date: 13.08.2025
Job Description:
Retention and loyalty is a great sector to work in when you can really shape and mould the strategy, tweaking everything from the rewards system, the seasonality of the campaigns… right down to the email design at a very basic level.
Unfortunately, these positions can often be very rigid, due to being a small part of a large marketing machine. Branding constraints, poor strategy and a lack of opportunity and creative input mean that the positions don\’t give you the freedom to get the results you know you can achieve.
But, how would you like a role like this involved from the ground up? To be the first loyalty and retention marketer in the team, at a fantastic up and coming brand in the consumer retail / ecommerce space? Hired to come in and shape what they do, use your creative and strategic know-how to build a successful strategy?
We\’re delighted to be working on a retained basis with a fast growing B2C retail business that has more than doubled its sales in the last 2 years, and set to exceed those growth figures this year and next! They have beautifully crafted products, manufactured on site and a genuine growth trajectory. The company ethos is that of creativity, support and growth (to each other and to their customers/community).
Reporting to the Founder, and working closely with the Acquisition Manager, you\’ll take full ownership of the customer lifecycle marketing – from post-purchase to loyalty rewards, you\’ll strategise and run campaigns, manage flows and keep customers engaged and felt wanted.
Some of your responsibilities will include:
- Owning and optimising customer experience communications
- Developing and testing loyalty programmes
- Segmenting audiences based on behavioural and purchase data
- Tracking retention KPIs and reporting on campaign performance, including repeat purchase rate, LTV, churn, loyalty engagement
- Gaining and analysing customer insights from email, loyalty, reviews, and survey data
- Strategise long-term goals and procedures for a fluid roll out of new processes
As Customer Retention & Loyalty Manager, you must have experience in email marketing, ideally automated/triggered campaigns, extensive CRM experience, and retention and lifecycle marketing understanding. Ideally from D2C / e-commerce background, you must have confidently worked with both e-commerce CMS systems (Ideally Shopify) and automated software such as Klaviyo.
You will be proficient in segmentation and performance reporting, be very analytical, with an eye for identifying patterns and insights from customer behaviour and be familiar with loyalty and referral tools.
Due to the flexibility of the company, this role can be a part-time or full-time role – minimum hours of 25 per week. This is a wonderful opportunity to join a fast-growing and highly rated retail organisation, whose passion is delivering on their promises and passion for customer experience are second to none.
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Customer Retention & Loyalty Manager (FT or PT Considered) employer: Zero Surplus
Contact Detail:
Zero Surplus Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Retention & Loyalty Manager (FT or PT Considered)
✨Tip Number 1
Research the company thoroughly before your interview. Understand their products, ethos, and recent growth achievements. This will help you tailor your conversation to show how your skills can directly contribute to their success.
✨Tip Number 2
Prepare specific examples of past campaigns you've managed, particularly those that involved customer retention and loyalty. Be ready to discuss the strategies you used, the results achieved, and how they relate to the role you're applying for.
✨Tip Number 3
Familiarise yourself with the tools mentioned in the job description, such as Klaviyo and Shopify. If you have experience with similar platforms, be prepared to discuss how you can quickly adapt and leverage these tools for the company's benefit.
✨Tip Number 4
Show your passion for customer experience during the interview. Discuss how you would approach building a loyalty programme from scratch and what innovative ideas you have to keep customers engaged and coming back.
We think you need these skills to ace Customer Retention & Loyalty Manager (FT or PT Considered)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer retention and loyalty marketing. Focus on your achievements in email marketing, CRM systems, and any specific campaigns you've successfully managed.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Discuss how your skills align with their needs, particularly in shaping customer lifecycle strategies and optimising loyalty programmes.
Showcase Analytical Skills: Emphasise your analytical abilities in your application. Provide examples of how you've tracked KPIs, reported on campaign performance, and used data to inform your marketing strategies.
Demonstrate Creativity: Since the role involves shaping strategies from the ground up, include examples of creative solutions you've implemented in previous roles. Highlight any innovative campaigns or loyalty programmes you've developed.
How to prepare for a job interview at Zero Surplus
✨Showcase Your Creativity
As a Customer Retention & Loyalty Manager, creativity is key. Prepare examples of past campaigns you've designed or strategies you've implemented that demonstrate your ability to think outside the box and drive customer engagement.
✨Know Your Metrics
Familiarise yourself with key performance indicators relevant to customer retention, such as repeat purchase rate and customer lifetime value. Be ready to discuss how you've tracked and reported on these metrics in previous roles.
✨Understand the Brand
Research the company thoroughly before your interview. Understand their products, ethos, and target audience. This will help you tailor your responses and show that you're genuinely interested in contributing to their growth.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific situations related to customer retention and loyalty. Think about potential challenges the company might face and how you would address them using your experience and insights.
