At a Glance
- Tasks: Lead the development of customer loyalty strategies and enhance retention initiatives.
- Company: Well-established retail business focused on customer experience.
- Benefits: Opportunity to influence strategy, collaborative culture, and significant visibility.
- Other info: Dynamic role with opportunities for career advancement and stakeholder engagement.
- Why this job: Shape customer loyalty propositions and make a measurable impact on growth.
- Qualifications: Experience in customer loyalty, retention, and strong analytical skills.
The predicted salary is between 60750 - 74250 £ per year.
We're recruiting a Senior Customer Loyalty & Retention Manager to lead the development and evolution of a customer loyalty proposition for a well-established, customer-focused retail business.
This is a highly visible role with significant influence across ecommerce, CRM, customer insight, digital and commercial functions.
You'll be responsible for developing strategies that increase customer retention, purchase frequency and lifetime value, ensuring loyalty becomes a key driver of long-term growth.
If you're passionate about understanding customer behaviour, creating compelling customer propositions and delivering measurable commercial results, we'd love to hear from you.
The Opportunity
This role offers the opportunity to take ownership of a loyalty and retention strategy that sits at the heart of the customer experience.
Working closely with senior stakeholders across the business, you'll develop initiatives that strengthen customer engagement, drive repeat purchase behaviour and create long-term customer value through a combination of data, insight, personalisation and customer-focused innovation.
Key Responsibilities
- Customer Loyalty & Retention Strategy
- Define and deliver a customer loyalty and retention roadmap
- Develop initiatives that increase customer engagement, retention and frequency
- Create compelling customer value propositions that drive long-term loyalty
- Identify opportunities to improve customer lifetime value and commercial performance
- Commercial Performance
- Own key customer metrics including retention, repeat purchase and customer value
- Build business cases and evaluate the commercial impact of customer initiatives
- Use testing, analysis and experimentation to optimise programme effectiveness
- Identify new opportunities for customer growth and revenue generation
- Customer Experience & Ecommerce
- Work closely with ecommerce, digital and product teams to embed customer loyalty throughout the customer journey
- Ensure customer propositions are effectively integrated across digital channels
- Support wider customer growth and ecommerce initiatives
- Data, Insight & Personalisation
- Use customer data and behavioural insight to drive decision making
- Develop customer segmentation and targeting strategies
- Partner with CRM, analytics and insight teams to identify opportunities
- Champion a data-led, test-and-learn culture
- Stakeholder Leadership
- Act as a subject matter expert across loyalty, retention and customer value
- Influence senior stakeholders and drive alignment around customer growth priorities
- Collaborate with internal teams and external partners to deliver strategic objectives
About You
We're interested in speaking with individuals who have experience across customer loyalty, retention, CRM, customer engagement or lifecycle marketing.
You might currently be working as
- Senior Loyalty Manager
- CRM & Loyalty Manager
- Head of CRM
- Customer Retention Manager
- Customer Engagement Manager
- Customer Lifecycle Manager
- Loyalty Programme Manager
- Customer Proposition Manager
- Membership Manager
- Retention Lead
- You’ll Bring
- Experience developing and delivering customer loyalty, retention or engagement strategies
- Strong commercial and analytical capability
- Ability to use data and insight to influence decision making
- Experience working within ecommerce, digital or customer-focused environments
- Excellent stakeholder management and influencing skills
- A passion for improving customer experience and driving measurable business outcomes
Desirable
- Retail, ecommerce, FMCG or consumer experience
- Experience launching, developing or transforming customer loyalty programmes
- Knowledge of CRM, personalisation or customer engagement platforms
Why Apply?
- Own and shape an important customer proposition
- Significant visibility across senior leadership teams
- Opportunity to influence customer growth strategy
- Collaborative and customer-focused culture
- Chance to make a measurable commercial impact
- #J-18808-Ljbffr
Senior Customer Loyalty Manager And Retention Manager in Wales employer: Associ8 Solutions Ltd.
Associ8 Solutions Ltd. is an excellent employer that fosters a collaborative and innovative work culture, making it an ideal place for professionals looking to make a meaningful impact in the packaging industry. With a strong focus on employee growth and development, you will have access to training opportunities and the chance to lead significant projects that drive sustainability and cost savings. Located in a vibrant area, the company offers a dynamic environment where your contributions are valued and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Loyalty Manager And Retention Manager in Wales
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Associ8 Solutions Ltd.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Associ8 Solutions Ltd. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Loyalty Manager And Retention Manager in Wales
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Associ8 Solutions Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at Associ8 Solutions Ltd. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Associ8 Solutions Ltd.!
How to prepare for a job interview at Associ8 Solutions Ltd.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
