CX Transformation - Loyalty - Senior Manager
What you will be doing
We are looking to hire a Senior Manager to help grow and develop our customer engagement and loyalty capability. In this role, you will drive client engagements and business development, setting direction, guiding teams and ensuring outcomes are realised for our business, our customers and end consumers.
You will set clear direction on customer engagement and loyalty, leading high‑performing teams to deliver measurable business outcomes. You will be accountable for loyalty‑led, CRM‑enabled customer engagements across strategy, experience and business transformation, enabled by data and technology. You will support clients through proposition and programme design, launch, evolution and optimisation at global or multi‑market scale.
You will be responsible for identifying and shaping new opportunities to grow our business, leveraging your knowledge, network and experience to develop compelling engagement and loyalty‑led offers and proposals for clients.
With one eye on the future, you will thrive in a fast‑changing customer engagement and loyalty landscape, shaping thought leadership and actively developing the capabilities of our people and craft. You can balance designing the experiences of today, whilst looking at how AI and innovative technologies can reinvent the business of tomorrow.
An Overview Of The Role
This role is an exciting leadership position focused on customer engagement and loyalty, enabled by CRM, marketing transformation, data and technology.
You will lead loyalty and CRM client engagements across various stages of customer engagement and loyalty transformation - defining propositions and future‑state visions, business casing, loyalty and CRM‑enabled programme design, transformation roadmap development and launch planning.
You will help clients embed deeper customer engagement across their wider loyalty, marketing and customer ecosystem, ensuring programmes are tightly connected to data, platforms, journeys and operating models.
You will work collaboratively with technology and data teams to provide guidance on platform selection, strategy, enablement, optimisation and governance.
You will be responsible for delivery excellence, commercial robustness and governance across your engagements.
You will work with clients to identify challenges and opportunities for innovation that will enable them to deliver on their goals with a focus on customer centricity and business outcomes.
Business Growth
You will build client relationships within our existing accounts and leverage your own external network to identify new opportunities to grow our loyalty client base and pipeline.
You will develop internal relationships across frog and wider Capgemini to build understanding of our loyalty offering and win loyalty work with existing clients.
You will lead and design relevant solutions proposals and bid responses to engage key stakeholders and win new business.
You will contribute to thought leadership and propose go‑to‑market activities to raise awareness of frog’s customer engagement and loyalty capabilities across industries. You can push the boundaries of what elevating loyalty experiences means for brands and consumers, leveraging advances in AI to deliver exceptional outcomes.
Coach and Role Model
Both on client projects and internal work, you will lead and coach colleagues to achieve their potential and deliver their best work.
You will role model frog and Capgemini values and behaviours.
What We Look For
You will have some of the following experience:
- Extensive previous experience in consulting, industry or agency roles focused on customer engagement and loyalty, with strong CRM and marketing activation experience.
- A proven track record of launching or materially evolving customer engagement strategies, initiatives and loyalty programmes, including defining propositions, loyalty mechanics, CRM and marketing enablement, operating models and activation strategies.
- Experience working on large‑scale or global CX, customer engagement, CRM and loyalty programmes, including multi‑market rollout, governance, localisation and ongoing optimisation.
- Strong experience shaping and delivering customer engagement, loyalty and CRM strategies, including member lifecycle management, personalisation, campaign orchestration and measurement, driving strong commercial outcomes aligned to business objectives.
- Knowledge of loyalty and CRM technology ecosystems (e.g. Salesforce, Adobe, Antavo, Talon.One, Eagle Eye etc.) and how these enable loyalty capabilities at scale.
- Experience leading multi‑disciplinary teams and engaging senior stakeholders, balancing strategic intent with pragmatic delivery realities.
- Passion for shaping organisations to adapt to new trends in loyalty, including the role of Generative and Agentic AI in transforming loyalty operations and customer‑facing experiences.
- Leading and coaching colleagues both individually and in teams, developing capabilities and creating an ethos of delivery excellence.
A good fit for this role will bring many of the skills, experience, and attributes below, applying them in the context of customer engagement and loyalty‑led transformation ‑
- Strategic Leader - Capable of managing high-performing teams while delivering impactful approaches that drive measurable results for our clients.
- Experienced seller - A keen interest to identify and drive potential opportunities with clients that will open up areas for frog to expand.
- Pragmatic problem‑solver – Focuses on finding practical solutions and reducing complexity to drive results.
- Proactive and flexible – Adopts a hands‑on approach to solving problems and adjusts to shifting priorities with ease.
- Collaborative team player – Builds strong relationships and works effectively across diverse stakeholders.
- Excellent interpersonal skills – Builds trust and fosters strong connections with colleagues, clients, and stakeholders.
- Adaptable and agile – Thrives in dynamic environments and embraces modern, agile ways of working.
- Intellectually curious – seeks new and different ways of doing things and applies intellectual rigour to developing points of view and proposals.
- Storyteller – can engage and excite across colleagues and clients alike through well‑crafted stories and messaging.
It would be a bonus if you have
Direct experience working with several loyalty/membership and CX platforms (e.g. Salesforce, Adobe, Antavo, Talon.One, Eagle Eye etc).
Need To Know
We’ve built a culture with a positive work‑life balance. We embed hybrid working in all that we do and make flexible working arrangements the day‑to‑day reality for our people. All UK employees are eligible to request flexible working arrangements.
Location: London office; however you must be fully flexible in terms of assignment location, as these roles may involve periods of time away from home at short notice.
We offer a remuneration package with flexible benefits options and a variable element dependent on grade and performance.
Equal Opportunity Statement
We are an equal‑opportunity employer committed to fostering an inclusive environment. All decisions are made without regard to race, colour, religion, gender, sexual orientation, age, disability, or any other protected characteristic.
