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For Companies At a Glance
- Tasks: Lead customer value strategies and enhance loyalty programmes to boost engagement and revenue.
- Company: Join Nando’s, a vibrant brand focused on customer love and innovative marketing.
- Benefits: Enjoy competitive salary, bonuses, 25 days holiday, and free Nando’s meals.
- Why this job: Shape the future of customer engagement while making a real impact on brand love.
- Qualifications: 8-10 years in CRM, loyalty, or marketing strategy with strong analytical skills.
- Other info: Hybrid role with opportunities for career growth and team bonding trips.
The predicted salary is between 43200 - 72000 ÂŁ per year.
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‑time 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 customer 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.
- Inspires and influences those around them.
- Demonstrates and encourages a high learning culture within their team, and can progress the careers of others.
- 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 + bank holidays.
- Free Nando’s when you’re working (and 40% discount when you’re not).
- Annual team trips, AKA a free holiday.
- Reward membership scheme and access to great discounts.
- Four‑week sabbatical every five years you’ve been with us.
- Private healthcare.
This is a hybrid role based in our Central Support offices in Putney 3+ days a week.
Head of Customer Value employer: Nando's
Contact Detail:
Nando's Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Value
✨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 and its culture. Show them you’re not just another candidate; you’re genuinely interested in their brand love and values.
✨Tip Number 3
Practice your pitch! You want to be able to clearly articulate how your experience aligns with their needs, especially around customer value and engagement strategies.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Head of Customer Value
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your passion for customer value and brand love shine through. We want to see how you connect with our mission and values, so don’t hold back on sharing your enthusiasm!
Tailor Your Experience: Make sure to highlight your relevant experience in CRM, loyalty programmes, and customer engagement. We’re looking for someone who can demonstrate a strong track record, so be specific about your achievements and how they relate to the role.
Be Data-Driven: Since this role involves a lot of analytical work, showcase your ability to interpret data and translate insights into actionable strategies. Use examples from your past roles where you've successfully used data to drive customer engagement or revenue growth.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join the Nando’s family!
How to prepare for a job interview at Nando's
✨Know Your Customer Value Model
Before the interview, make sure you understand the customer value model and how it applies to Nando’s. Be ready to discuss how you would establish and develop this model, and share examples of how you've used customer insights in previous roles to drive engagement and retention.
✨Showcase Your Analytical Skills
Prepare to demonstrate your analytical mindset by discussing specific instances where you've interpreted data to create actionable strategies. Bring examples of how you've used analytics to improve customer lifecycle management or segmentation in past roles.
✨Balance Brand Love with Commercial Goals
Nando’s places a strong emphasis on brand love, so be prepared to talk about how you can balance commercial objectives with customer-centric offers. Share examples of how you've successfully aligned promotional activities with brand positioning while still achieving measurable ROI.
✨Leadership and Team Development
As a Head of Customer Value, you'll be leading a team. Highlight your experience in building high-performing teams and developing talent. Discuss your leadership style and how you inspire and influence those around you to foster a culture of learning and growth.
