Loyalty Manager

Nando’s is on a journey to Create Lasting Happiness, making a difference to the lives of 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. This is an exciting opportunity to join the Customer Growth Team to help grow customer value. Reporting into the Loyalty, Promotions and Gift Card Lead, this role will be responsible for delivering activity to evolve the loyalty programme, our promotions approach and our gift card portfolio, delivering ROI and driving brand love.

Responsibilities

• Deliver the loyalty plan and support the team to develop the future loyalty strategy to create a best-in-class programme that drives emotional and behavioural loyalty.
• Deliver projects and plans to drive key loyalty KPIs such as loyalty penetration, active customers, frequency, registrations, Loyalty NPS.
• Own the loyalty ‘customer missions’ calendar and lead the creation and delivery of missions campaigns which will drive loyalty, commercial and brand objectives.
• Act as a subject matter expert within the business to champion Nando’s Rewards with internal teams and grow internal engagement.
• Monitor and report on loyalty KPIs to form recommendations to optimise plans and inform future activity.
• Support the Loyalty, Promotions and Gift Card Lead to form and prioritise the loyalty tech roadmap.
• Create and manage the set up of promotions which deliver on the promotions strategy and plan.
• Support integration of promotions into the wider customer and brand plan.
• Produce recommendations for optimising the Promotions plan to deliver against business objectives.
• Partner with finance to deliver post campaign financial analysis.
• Monitor KPIs, report on performance and optimise plans accordingly.
• Support the Loyalty, Promotions and Gift Card lead in exploring new promotional vendors and partners.
• Optimise Gift Cards activity to grow engagement and drive sales whilst protecting our brand perception.
• Day to day management of third parties e.g. intermediaries, gift card brands and printing and packaging suppliers.

Qualifications

• Have 4 years+ experience in a Loyalty or Customer Value Management role - with experience of developing loyalty programmes and running promotions.
• Possess a strong passion for growing customer lifetime value.
• Be able to balance driving ROI and strong commercial performance with creating powerful customer connections that drive brand love.
• Be a proactive go-getter and someone who will take ownership of projects, driving them forward independently.
• Have strong project management and organisation skills with the ability to deliver multiple concurrent initiatives on time and on budget.
• Be commercially astute – with a track record of delivering measurable business results.
• Have experience of partnering with finance and commercial teams to create business cases and campaign PCAs.
• Have strong problem-solving skills and the confidence to recommend solutions and deliver solutions which are practical, data-led, and deliver clear, tangible outcomes.
• Be confident in exploring and interpreting data and insights to proactively identify trends and spot opportunities to optimise performance.
• Be a confident communicator and a strong collaborator with the ability to influence and build effective cross-functional relationships.

This 12 month FTC is a hybrid role, based from our Putney office 3 days a week.

Benefits

• Company bonus.
• 25 days holiday + bank holidays.
• Free Nando's when you’re working (and 40% discount when you’re not).
• Annual team trips, AKA a free holiday.
• Reward Gateway membership and access to great discounts.
• Four-week sabbatical every five years you’ve been with us.