Senior Digital Marketing & Loyalty Lead in London

Location: London, Hybrid. Contract: 13-14 month Fixed Term Contract.

Diversity matters. We are building a brand that represents the people of the world. It’s what you do that counts, and we are always looking to expand perspectives and voices to shape our future.

Role Overview: This is a 13–14 month fixed-term contract covering a period of temporary leave within our Senior Digital Marketing & Loyalty team. The placement begins in mid-to-late September to allow for a thorough handover period, ensuring a seamless transition of responsibilities. Stepping into this role, you will leverage your expertise to drive global customer engagement, retention, and revenue growth for Lush Club and the Lush Rewards programme.

With the global rollout of the Lush Club rewards programme completed across relevant group markets, your focus will shift towards enhancing the programme, driving strategic localisation, and outlining the future of the rewards scheme. Reporting directly to the Global Head of Digital Marketing and Programmes, you will take on key responsibilities including leading strategic initiatives, optimising digital campaigns, enhancing omnichannel customer experiences, and utilising data-driven insights to report on success and drive continuous improvements.

Key Responsibilities:

• Lush Club & Rewards: Day-to-day running of the programme, programme enhancement, strategic localisation, and future global planning.
• Lush Wallet: Further global rollout.
• Reward Restructuring: Evaluating and managing the potential transition from the £3 App Incentive to a % off model (to protect profit margins), alongside general maintenance and support.
• Scope ways in which the Lush Club loyalty program and its member promotions can be visible in agentic commerce and to AI agents to future-proof the program.

Key Responsibilities Across Workstreams:

• Global Strategy & Localisation: Define the future roadmap for Lush Club, ensuring central strategies are adapted effectively for regional markets and partner franchisees.
• Ethics & Values Alignment: Partner with the Earthcare team to integrate Lush’s ethical charter and closed-loop recycling initiatives into global promotions.
• Budget & Compliance Management: Oversee global loyalty budgets and act as a key stakeholder for ongoing legal/compliance maintenance of Lush Wallet.

2. Omnichannel Growth & Customer Acquisition:

• App & Sign-Up Growth: Work with Regional Leads to launch engaging initiatives that drive loyalty sign-ups, app downloads, and store-floor excitement.
• Omnichannel Experiences: Develop campaigns that unify digital touchpoints and retail stores, partnering with Anchor flagship shops for exclusive in-store activations.
• Rewards Creation: Ideate and deliver exclusive rewards, early access launches, product drops, and experiences that delight loyal customers.

3. Optimisation, Tech & Analytics:

• Performance Reporting: Monitor global performance, produce the monthly Lush Club report, and present actionable insights at global marketing calls.
• Digital Feature Delivery: Collaborate with Tech, CRM, and Dev teams to build new app/web features and resolve ongoing platform issues or bugs.
• Future Tech Integration: Scope opportunities to surface Lush Club offers within agentic commerce and AI-driven platforms.

4. Cross-Functional Operations & Logistics:

• Supply & Fulfilment: Coordinate with Manufacturing and Digital Fulfilment teams to manage loyalty reward stock across digital and physical channels.
• End-to-End Campaigns: Brief, build, launch, and track campaigns while working with PR and Events teams to maximize reach.

5. Stakeholder Management & Visibility:

• Leadership Alignment: Provide regular updates to founders and senior leadership to maintain visibility, secure buy-in, and resolve blockers.
• Regional Enablement: Serve as the primary global contact for regional teams, providing guidance, operational support, and best-practice sharing.

Skills, Knowledge and Expertise:

• Loyalty & Digital Marketing Expertise: Proven track record leading, managing, and scaling global digital marketing and customer loyalty/rewards programmes.
• Omnichannel & Retail Engagement: Experience driving customer acquisition, app downloads, and engagement across both digital platforms (app/eCommerce) and physical retail store environments.
• Global Strategy & Localisation: Ability to adapt central global strategies for local international markets and franchisee networks while maintaining core brand consistency.
• End-to-End Campaign & CRM Management: Hands-on experience briefing, creating, executing, and tracking marketing campaigns alongside CRM and digital tech teams.
• Data & Performance Reporting: Skilled in using data insights to monitor programme success, build monthly performance reports, and present findings to senior leadership and global teams.
• Commercial & Budget Oversight: Experience managing programme budgets and evaluating financial mechanics (e.g., promotional margins and discount structures) to protect profitability.
• Cross-Functional Collaboration: Strong stakeholder management skills with experience partnering across Tech, CRM, Legal, Finance, PR, Design, and Supply Chain.
• Digital Product & Compliance Operations: Familiarity with digital wallet mechanics, app features, stock/inventory coordination for rewards, and ensuring legal compliance.
• Value-Driven Communication: Capability to integrate brand ethics (e.g., sustainability and circular economy initiatives) into customer-facing programmes and inspire retail staff on the shop floor.

Benefits:

• 25 days holiday plus bank holidays.
• 6 months of full pay for parental leave (primary caregiver must qualify for SMP).
• Enhanced paternity leave.
• Bonus scheme.
• Day off for weekday birthdays.
• Holiday purchase scheme.
• 50% discount on Lush products and spa treatments.
• Cycle to work scheme.
• Discounted rail and bus season tickets.
• Employee assistance programme.
• Wellbeing & mindfulness sessions.
• Access to employee-led Community Networks, including Disability and Chronic Illness, Family Support, Global Majority (Race and Ethnicity), LGBTQIA+, Menopause and Neurodiversity communities.
• Tailored gender affirming care.

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