At a Glance
- Tasks: Lead the transformation of CRM and loyalty strategies to enhance customer engagement.
- Company: Join McArthurGlen, Europe's top designer outlet manager with a vibrant culture.
- Benefits: Enjoy competitive salary, performance bonuses, wellbeing allowance, and flexible working options.
- Other info: Work across eight countries and access extensive learning opportunities from day one.
- Why this job: Shape customer experiences and drive business growth in a dynamic, international environment.
- Qualifications: Senior experience in CRM or customer engagement roles; strong analytical and leadership skills.
The predicted salary is between 60000 - 80000 £ per year.
Company Description McArthurGlen Group, Europe’s leading owner, developer and manager of designer outlets, was founded in Europe in 1993 and currently manages 20+ designer outlets in 8 countries.
In this role, you’ll help shape the next chapter of how we connect with our customers. You’ll lead the transformation of our CRM and loyalty approach, bringing together data, technology, insight and creativity to create more personalised and engaging experiences across our centres.
- Bring our CRM and loyalty transformation roadmap to life, turning strategy into clear priorities, practical plans and measurable progress.
- Help evolve McArthurGlen Club into a more compelling loyalty proposition that creates value for our customers and supports business growth.
- Use customer data, insight and performance trends to improve how we engage, retain and reactivate customers.
- Partner closely with Digital, Technology, Data, regional teams and external partners to improve our platforms, journeys and personalisation capabilities.
- Create simple, scalable ways of working so teams across Group, regions and centres can deliver consistent and effective CRM and loyalty activity.
- Set clear standards for testing, measurement and optimisation, helping teams learn what works and continuously improve.
- Lead and develop the CRM and loyalty team, creating clarity, focus and momentum through a period of transformation.
Qualifications
- Senior experience in CRM, loyalty, customer engagement or a related digital/customer role within a consumer‑facing business.
- A strong track record of delivering CRM, loyalty or customer transformation programmes that have created measurable impact.
- Good understanding of CRM platforms, loyalty propositions, first‑party data, segmentation, personalisation and customer lifecycle management.
- Confident working across product, data, technology and marketing teams, with the ability to turn complex topics into clear priorities and actions.
- Strong commercial judgement and analytical mindset, with the ability to connect customer engagement activity to business performance.
- Experience leading teams or cross‑functional stakeholders through change in a matrix or multi‑market environment.
- Fluent in English; additional European languages would be an advantage.
- Comfortable travelling to our centres across Europe when needed.
Additional Information
- Competitive Salary & Bonus: Enjoy a competitive salary with a performance bonus of up to 30%.
- Wellbeing Allowance: Claim towards yoga, gym equipment, or any activity that promotes your wellbeing.
- Volunteering Days: Benefit from 2 paid volunteering days per year.
- Exclusive Discounts: Access special discounts at our Designer Outlets.
- Flexible Working: Hybrid working options where possible to accommodate your needs.
- International Exposure: Work with colleagues across eight countries within a global organization.
- Learning & Development: Access LinkedIn Learning from day one with over 16,000 courses available.
- Values‑Based Culture: Thrive in an inclusive and collaborative environment where we value excellence, innovation, and making a difference.
- Positive Work Environment: Over 89% of our colleagues would recommend us as a great place to work, according to our latest internal engagement survey.
At McArthurGlen, we value diversity and believe that everyone is extraordinary in their own way. We are an inclusive employer and support flexible working wherever possible. Even if you are not sure you fit all the requirements for a particular role, we’d still love to hear from you. There may be another opportunity within McArthurGlen that is more suitable for you now or in the future. McArthurGlen is committed to the equity of all qualified individuals. In keeping with our dedication, we will take the steps to assure that anyone with disabilities is provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process and/or to receive all other benefits and privileges of employment, please contact Recruitment@mcarthurglen.com.
Group CRM & Loyalty Transformation Lead employer: FashionUnited Group
At McArthurGlen, we pride ourselves on being a leading employer in the designer outlet sector, offering a vibrant and inclusive work culture that fosters innovation and collaboration. Our commitment to employee growth is evident through extensive learning opportunities, flexible working arrangements, and a values-based environment where over 89% of our colleagues recommend us as a great place to work. Join us in shaping the future of customer engagement while enjoying competitive benefits and the chance to work across multiple countries in Europe.
StudySmarter Expert Advice🤫
We think this is how you could land Group CRM & Loyalty Transformation Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FashionUnited Group. 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 FashionUnited Group 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 Group CRM & Loyalty Transformation Lead
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 FashionUnited Group:Your cover letter is your chance to shine! Tell us why you want to work at FashionUnited Group 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 FashionUnited Group!
How to prepare for a job interview at FashionUnited Group
✨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.
