CRM Loyalty Campaign Manager

Are you a detail-driven CRM specialist with a passion for loyalty marketing? Do you thrive on planning, deploying and optimising high-volume CRM campaigns at scale? Are you motivated by increasing loyalty programme sign-up and reward redemption across millions of customers in a highly regulated environment? If so, this role could be a great fit.

We’re looking for a CRM Loyalty Campaign Manager to own the planning, deployment and ongoing optimisation of customer loyalty programme across a large, established customer base of several million customers. This role is critical in driving programme engagement, participation and redemption towards meeting our business critical churn-reduction targets. Reporting into the Brand Reputation CRM Manager, you will be responsible for end-to-end CRM channel execution across own channels such as email, SMS, direct mail or App with direct ownership of deployment. You’ll work closely with Creative, Digital, Data, Legal, Customer Service and Commercial teams to deliver compliant, high-quality CRM campaigns at scale.

What you’ll be doing

• Own CRM channel planning to support loyalty programme sign-up, engagement and reward redemption across a multi-million customer base.
• Plan, build, deploy and optimise high-volume CRM campaigns and journeys across email, SMS, DM and onsite channels.
• Ensure flawless execution of CRM activity, maintaining rigorous attention to detail across targeting, content, timing and deployment.

Loyalty Programme Engagement & Optimisation

• Drive increased loyalty programme participation through targeted, personalised CRM communications.
• Optimise customer journeys to maximise engagement, repeat participation and reward redemption.
• Manage always-on and triggered journeys including onboarding, reminders, behavioural nudges and lifecycle engagement.

Data-Driven Performance Management

• Use performance data and insight to continuously optimise CRM activity, improving engagement, sign-up and redemption rates.
• Monitor and report on CRM and loyalty KPIs, supporting test-and-learn approaches across channels, messaging and cadence.
• Ensure all CRM campaigns are fully compliant with GDPR, consent, preference management and regulatory requirements.
• Work closely with Legal, Data Protection and Governance teams to review and approve CRM activity prior to deployment.
• Maintain robust CRM processes to minimise risk and protect customer data and brand reputation.

Stakeholder & Cross-Functional Collaboration

• Collaborate with Creative and Digital teams to deliver accurate, engaging and on-brand CRM communications.
• Partner with Data, Commercial and Customer Service teams to ensure CRM activity supports wider business and customer outcomes.
• Act as a subject matter expert for CRM execution best practice, particularly within regulated environments.

Operational Excellence

• Manage CRM delivery timelines, dependencies and approvals to ensure campaigns launch on time and to the highest quality.
• Proactively identify and resolve issues that could impact deployment, compliance or customer experience.

Are we the perfect match?

Essential experience & skills

• Proven experience managing end-to-end CRM campaigns, with a strong focus on channel planning, deployment and optimisation.
• Experience driving loyalty programme sign-up, engagement or redemption through CRM.
• Demonstrated ability to manage CRM activity at scale for large customer bases.
• Exceptional attention to detail, with a track record of error-free CRM execution.
• Strong knowledge of GDPR, consent management and compliance within CRM communications.
• Experience using marketing automation and CRM platforms for campaign build and deployment.
• Confident stakeholder management skills, including working with Legal, Data and Governance teams.

Nice to have

• Experience within utilities, financial services, telecoms or other highly regulated industries.
• Exposure to complex preference centres, consent models or customer permissions.
• Experience working on large-scale loyalty or rewards programmes.
• A continuous improvement mindset with a passion for operational excellence.

What else you need to know

• Role may close earlier due to high applications.
• Fixed term contract length - 9 months FTC.
• Location – London with travel to our other sites when required.
• Excellent parental leave allowance.
• Award-Winning Workplace - We’re proud to be named a Sunday Times Best Place to Work 2025 and the Best Place to Work for 16–34-year-olds.
• Outstanding Benefits - Enjoy 26 days of annual leave plus bank holidays, a generous pension, life cover, bonus opportunities and access to 20 flexible benefits with tax/NI savings.
• Flexible & Family-Friendly - Our industry-leading hybrid and family-friendly policies earned us double recognition at the Personnel Today Awards 2024.
• Inclusive & Diverse - We’re the only energy company in the Inclusive Top 50 UK Employers.
• Support at Every Stage of Life - We’re Fertility Friendly and Menopause Friendly accredited, with inclusive support for everyone.
• Accessible & Supportive - As a Disability Confident Employer, we guarantee interviews for disabled applicants who meet the minimum criteria for the role and will make any adjustments needed during the process.
• Invested in Your Growth - From inclusive talent networks to top-tier development programmes, we’ll support your growth every step of the way.

Due to the nature of this role your employment will be subject to a basic DBS (Disclosure Barring Service) check being carried out by ourselves via a 3rd party service provider. We’re committed to equal opportunities and actively promote a diverse and inclusive working environment. We recognise that flexibility looks different for everyone, and we’re happy to discuss flexible working options including part-time, job share and flexible hours.