At a Glance
- Tasks: Lead Iceland Foods' online loyalty strategy to boost customer retention and lifetime value.
- Company: Join one of the Best Big Companies to Work For with a supportive culture.
- Benefits: Enjoy healthcare plans, discounts, and a collaborative team environment.
- Other info: Opportunity for career growth and influence across the business.
- Why this job: Make a real impact on customer loyalty in a competitive grocery market.
- Qualifications: Extensive experience in managing loyalty programmes and strong analytical skills.
The predicted salary is between 60750 - 74250 £ per year.
As one of the Best Big Companies to Work For, we have a rich history of loving our customers and looking after our teams. We understand that success is achieved through our people, and we are searching for a Senior Loyalty Manager to join our growing business.
Purpose of the role: The Senior Loyalty Manager is accountable for defining and leading Iceland Foods online loyalty strategy, driving customer retention, frequency and lifetime value. This role owns the end-to-end online loyalty proposition, ensuring it delivers tangible commercial growth, deepens customer relationships and differentiates Iceland's online offer in a highly competitive grocery market.
Key Responsibilities:
- Online Loyalty Strategy & Proposition
- Define and own the online loyalty vision and roadmap for Iceland
- Lead the evolution of the loyalty proposition
- Ensure the loyalty offer is distinctive and commercially viable
- Translate business strategy into clear loyalty priorities
- Commercial Ownership & Performance
- Own loyalty performance including retention, frequency and CLV
- Manage loyalty business cases and forecasting
- Identify incremental revenue and margin opportunities
- Optimise programme economics through test-and-learn
- Ecommerce & Customer Experience
- Embed loyalty across online customer journeys
- Work with CRO, UX and product teams
- Use loyalty to support wider ecommerce growth initiatives
- Data, Insight & Personalisation
- Leverage first-party data for segmentation and targeting
- Partner with CRM and insight teams
- Champion experimentation and data-led decisions
- Cross-Functional Leadership
- Act as the senior loyalty lead across the business
- Influence senior stakeholders
- Manage technology partners and suppliers
Skills & Experience
- Essential
- Extensive experience managing a loyalty proposition.
- Strong commercial and analytical capability
- Deep understanding of ecommerce customer journeys
- Experience influencing senior stakeholders
- Desirable
- Grocery or FMCG ecommerce experience
- Experience launching or transforming loyalty programmes
- Knowledge of CRM and loyalty platforms
What Success Looks Like
- Improved customer retention, frequency and lifetime value across online and instore.
- Clear commercial ROI from loyalty initiatives
- Loyalty embedded across the customer journey
- Strong internal alignment around loyalty as a growth lever
Benefits and rewards:
- Best Place to Work 2026
- Supportive and collaborative team
- Healthcare and cash back plans
- 15% discount in our stores and 50% Big Table Discount
- Partner discounts
Senior Loyalty Manager in Stevenage employer: Iceland Food Group
Iceland is an exceptional employer that prioritises the well-being of its employees while fostering a collaborative and supportive work culture. With a commitment to professional development, we offer numerous growth opportunities for our team members, ensuring that you can thrive in your role as a Commercial Solicitor. Located in a vibrant area, our workplace not only values hard work but also celebrates achievements, making it a rewarding environment for those seeking meaningful employment.
