Customer Growth Manager- Loyalty in London

FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers. We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.

MARKETING: We're a diverse team of Marketing professionals, spanning artistic and scientific expertise. We're driven to amaze our global community of customers through our data-driven approach, revolutionary spirit, test-and-learn culture and collaborative style.

LONDON: Our London office is located in Old Street, London's tech hub, and is home to a broad range of teams including Commercial, Marketing, and Creative. Our open plan space is ideal for collaborative working and sharing ideas. We also have a large outdoor terrace which is the perfect spot to have a team lunch or host events.

THE ROLE: Reporting to the Director of CRM & Loyalty, responsible for developing, executing, and analysing promotional campaigns and reward propositions designed to increase engagement, drive repeat purchases, and maximise the lifetime value of our existing customer base, all whilst hitting very clear financial payback guardrails. This strategic role sits in Marketing but requires cross-functional working across Commercial, Customer Analytics, Finance and Product. The ideal candidate is a hands-on operator with a blend of creative thinking and quantitative rigour, alongside a proven track record in optimising promotional performance.

WHAT YOU'LL DO:

• Design and manage a comprehensive annual promotional and rewards calendar (e.g., discounts, spend and saves, credit cashback, loyalty rewards) targeted specifically at a variety of customer segments (e.g. low purchase intent, inactive, high-value).
• Oversee the entire go to market planning of a promotion, from initial concept, modelling/sizing and creative brief through execution across all channels (e.g. promo setup, testing setup, on-site messaging, email, push) and final reporting.
• Work with customer analytics to define and refine customer segments, ensuring promotions are highly personalised and targeted at the optimal time in their lifecycle to drive incrementality.
• Manage the annual budgeting and quarterly re-forecast process, working with customer analytics and finance to ensure both reporting and prediction frameworks are robust, focused on key metrics including promotional usage, incremental revenue and ROI.
• Lead the ideation and cross-functional execution of optimisation plans across Analytics, CRM, creative, on-site experience and messaging, as well as brand new offers and rewards to be tested.

WHO YOU ARE:

• Experience managing promotions, rewards and loyalty programmes preferably within a high volume retailer with strong e-commerce presence.
• Experience of managing test and learn approaches.
• Strong quantitative and analytical skills with a deep understanding of KPIs like LTV (Lifetime Value), ROI (Return on Investment) and Incrementality.
• Proficient in analysing data; comfort with Excel & BI tools (e.g. Looker) is highly preferred.
• Excellent written and verbal communication skills, with the ability to articulate complex analysis and present actionable recommendations to senior leadership.
• Experience in a complex, cross-functional environment.
• Experience of management and developing individuals.

REWARDS & BENEFITS:

• Employee Pension Scheme.
• Flexible Benefits Program.
• Health Insurance & Critical Illness cover.
• Flexible work environment (3 days a week in office, 2 days WFH).

EQUAL OPPORTUNITIES STATEMENT: Farfetch is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law.

SCAM DISCLAIMER: It has come to our attention that there may be fraudulent activities involving individuals or organizations falsely claiming to represent Farfetch in order to attract candidates to a SCAM. Please be aware that Farfetch does not conduct recruitment processes through messaging apps or any unofficial communication channels, other than our official careers website. Additionally, Farfetch will never ask candidates for any form of payment during the recruitment process.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.