Loyalty Manager

Social network you want to login/join with:

At Wagamama, we’re an eating house for the soul. With over 165 UK restaurants and growing, our purpose is to nourish the world from bowl to soul. Inspired by fast-paced Japanese ramen bars since 1992, we celebrate Asian food brought to life.

We’re looking for a loyalty manager to join us on our journey of true nourishment.

Purpose

To lead Soul Club for Wagamama, developing customer-led strategies and initiatives to enhance customer loyalty and retention, driving at least 2% incremental LFL growth year on year in a profitable and sustainable way. You will be the go-to person for accelerating loyalty member sign-ups, increasing personalized engagement, and driving members to visit us one more time. You will collaborate with cross-functional teams to ensure a seamless customer experience and excellent service.

Key Accountabilities

1. Define the loyalty proposition and program framework to increase engagement and lifetime value, achieving short, mid, and long-term goals.
2. Ensure our proposition remains customer-led, monitor its performance, and adapt to remain competitive and on-brand.
3. Act as Soul Club product owner, collaborating with teams to plan, implement, test, and launch new features and enhancements.

Loyalty Communications

1. Manage end-to-end delivery of all loyalty communications, including CRM.
2. Set up and deliver in-market test and learn initiatives to scale effective strategies quickly.
3. Develop, implement, and optimize customer lifecycle journeys to personalize engagement and encourage repeat visits.

Loyalty Member Sign-up Strategy & Execution

Partner with marketing and restaurant teams to execute strategies and monitor effectiveness for maximum ROI.

Loyalty Agency / Partner Management

Identify and manage key agency partners as extensions of the team.

Loyalty Program P&L & Accounting

1. Validate the program\’s commercial viability for sustainable growth.
2. Evaluate monthly performance against targets and adjust as needed.
3. Manage earn/burn, costs, and deferred revenue, updating finance accordingly.

Data Management & Analysis

Maintain customer data compliance with GDPR and privacy laws; analyze data to identify trends and evolve the program.

Apply Best Practices

Bring innovative loyalty practices, monitor competitors, and ensure communications are relevant and engaging.

Compliance & Data Privacy

Ensure adherence to GDPR and privacy regulations; collaborate with teams to deliver best-in-class strategies; promote the benefits of Soul Club internally.

Minimum Experience & Skills

• 3+ years in loyalty proposition development and execution.
• Proven success in scaling loyalty programs for customer and commercial benefits.
• Deep knowledge of automated lifecycle triggers, customer journeys, and platforms like Bloomreach and Moveable Ink.
• Strong experience in personalized 1-1 marketing at scale.
• Experience with restaurant-led customer acquisition strategies.
• Customer-first mindset with commercial acumen.
• Ability to partner effectively with technical teams and ensure compliance with data privacy laws.

What’s in it for you

• Competitive salary
• Discretionary 20% bonus
• Pension contribution
• 25 days holiday + bank holidays
• Discounts across retail, hospitality, leisure
• Family-friendly policies including paid parental leave

#J-18808-Ljbffr