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- Tasks: Lead customer value strategies and enhance loyalty programmes for Nando’s.
- Company: Join Nando’s, a vibrant brand focused on creating happiness and memorable experiences.
- Benefits: Enjoy a competitive salary, company bonus, and 25 days holiday.
- Why this job: Shape the future of customer engagement while making a real impact on brand love.
- Qualifications: 8-10 years in customer value management or marketing strategy required.
- Other info: Dynamic role with opportunities for personal growth and team leadership.
The predicted salary is between 48000 - 72000 ÂŁ per year.
Nando’s is on a journey of Changing Lives Together, creating lasting happiness for our people, our customers, and the communities we work in. Originally started in Johannesburg, South Africa, we pride ourselves on creating memorable experiences for everyone involved in Nando’s: from our employees, communities, founders, and suppliers, but most importantly, our customers.
Overall Purpose of the role
We are seeking a dynamic and strategic Head of Customer Value to shape the future of our loyalty and CRM programmes, promotional approach and gift card portfolio. Leading a team of Managers and Executives, the ideal candidate will have a strong record of designing successful customer propositions - using customer insight, strong creative vision and analytical rigour to deliver innovation which has a measurable impact on customer love and revenue growth. Accountable for growing customer lifetime value, the Head of Customer Value will devise strategies to increase customer acquisition, engagement and retention.
At Nando’s we do everything through the lens of brand love – and so this role is not simply one of single-track commercial delivery. Moving brand metrics like Brand Love and Positive Buzz are critical to success, and so the successful candidate will be able to balance day‑to‑day commercial delivery with the brand vision to build love over the longer term.
A day in the life…
Customer Value model
- Own the establishment and development of our customer value model.
- Work closely with our Data, Insight and Analytics colleagues to improve our ability to understand and monitor customer movements.
- Develop and implement a plan to continuously improve the sophistication of our ability to manage customer value.
- Communicate customer movements and opportunities to the leadership team.
CRM & Customer Engagement
- Lead the development of customer cohort strategies, highlighting growth opportunities and devising strategies to fulfil them through loyalty, CRM and promotions.
- Accountable for the creation and optimisation of CRM plans to enhance customer acquisition, retention, reactivation and overall lifetime value – encouraging valuable behaviours across all our routes to market (eat‑in, collect/take‑away, delivery and grocery).
- Partner with data and analytics teams to devise a plan to build up what we know about our customers, and leverage insights for targeted campaigns and improved customer journeys.
- Manage customer segmentation, lifecycle campaigns, and personalised communications across digital channels (currently email and push).
- Lead our automation agenda – designing and delivering a programme of ever‑improving automated journeys.
- Develop our direct‑to‑customer communications capabilities further, to include other channels, e.g WhatsApp.
Loyalty Programme
- Set the strategy for evolving our loyalty programme, developing innovative concepts which delight our customers, strengthen relationships and increase LTV.
- Use strong commercial acumen to assess the impact of activity, monitor programme performance, track KPIs, and continuously refine benefits and rewards to maximise engagement with the programme and grow overall brand love.
- Collaborate across the customer team to deliver loyalty initiatives as part of the overall Customer Plan.
- Collaborate with Tech to prioritise and deliver the features and customers experiences we seek.
- Collaborate with Restaurant Operations teams to ensure seamless execution of loyalty activity in our restaurants.
- Connect with colleagues in other key Nando’s markets (South Africa, USA, Australia) to share best practice and advise on the development of their loyalty propositions.
Promotion Strategy
- Lead the end‑to‑end promotion strategy, including exploring partnerships to support new customer acquisition, planning, stakeholder engagement, execution, and post‑campaign analysis.
- Balance commercial objectives with customer‑centric offers to drive incremental sales and profitability.
- Ensure that promotional activity remains aligned with our brand positioning and delivers measurable ROI.
- Deliver a small number of promotions which support our strategic goals and long term brand health.
Gift Cards
- Develop and manage the gift card portfolio, including physical and digital formats.
- Drive customer acquisition and incremental visits – rather than investing heavily in marketing campaigns.
- Oversee operational processes to ensure smooth issuance, redemption, and reporting.
Hot Skills Required…
- 8‑10 years of proven experience in Proposition Development, Customer Value Management, CRM, Loyalty, or Marketing Strategy roles.
- Innovative and proactive in seeking opportunities.
- Strong understanding of customer lifecycle management, segmentation, and personalisation.
- Analytical mindset with ability to interpret data and translate insights into actionable strategies.
- Excellent leadership, communication, and stakeholder management skills.
- Experience with CRM platforms, loyalty management systems, and digital marketing tools.
- Commercial acumen with a track record of delivering measurable business results.
- Appreciation of Brand. Ability to balance brand love with commercial outcome, the long with the short term.
- To actively demonstrate and encourage the Nando’s values of Pride, Passion, Courage, Integrity and Family spirit in all that you do.
With a side of…
- Managing material budgets.
- Strong, all‑round experience of creating commercially accountable marketing strategies and plans.
- Proven track record of building successful cross‑functional relationships to drive business impact.
- Stakeholder management and partnering – working with people from all disciplines at all levels, to bring out the best in all.
- Experience of growing and developing people to create a high‑performing team.
- Owning a marketing campaign programme and being accountable for driving growth.
- Devising effective, impactful plans, combining creative flair with a strong aptitude for numbers and comfort with audience insights and data.
- Demonstrating results and making evidence‑based decisions.
- Setting stretching targets and measuring performance.
Extra Hot Benefits…
- Company bonus.
- 25 days holiday +.
Head of Customer Value - FTC in London employer: Nando's UK & IRE
Contact Detail:
Nando's UK & IRE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Value - FTC in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company culture and values. Nando’s is all about brand love, so think about how you can show your passion for creating memorable customer experiences.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills align with the role of Head of Customer Value. Highlight your experience in CRM and loyalty programmes to stand out.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Nando’s family.
We think you need these skills to ace Head of Customer Value - FTC in London
Some tips for your application 🫡
Show Your Passion: When writing your application, let your passion for customer value and brand love shine through. We want to see how you connect with Nando’s mission of creating memorable experiences, so don’t hold back on sharing your enthusiasm!
Tailor Your CV: Make sure your CV is tailored to the Head of Customer Value role. Highlight your experience in CRM, loyalty programmes, and customer engagement strategies. We’re looking for specific examples that demonstrate your ability to drive customer love and revenue growth.
Be Data-Driven: Since this role involves a lot of analytics, make sure to showcase your analytical skills in your application. Talk about how you've used data to inform your strategies and decisions in previous roles. We love candidates who can turn insights into action!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining the Nando’s family right from the start!
How to prepare for a job interview at Nando's UK & IRE
✨Know Your Customer Value Model
Before the interview, make sure you understand the customer value model that Nando’s uses. Familiarise yourself with how they analyse customer movements and what strategies they implement to enhance customer lifetime value. This will show your potential employer that you're not just interested in the role but also invested in their approach.
✨Showcase Your Analytical Skills
Prepare to discuss specific examples of how you've used data and analytics in previous roles to drive customer engagement and retention. Nando’s values an analytical mindset, so be ready to explain how you interpret data and translate insights into actionable strategies that align with brand love.
✨Demonstrate Leadership Experience
As a Head of Customer Value, you'll be leading a team. Be prepared to share your experiences in managing teams, developing talent, and fostering a high-performance culture. Highlight any successful cross-functional collaborations you've led, as this is crucial for driving business impact at Nando’s.
✨Balance Brand Love with Commercial Goals
Nando’s places a strong emphasis on brand love alongside commercial success. Think about how you've previously balanced these two aspects in your work. Prepare to discuss strategies you've implemented that not only drove sales but also enhanced customer relationships and brand loyalty.
