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- Tasks: Lead loyalty initiatives, promotions, and gift card strategies to enhance customer engagement.
- Company: Join Nando’s, a vibrant brand focused on creating lasting happiness.
- Benefits: Competitive salary, hybrid work model, and opportunities for personal development.
- Why this job: Shape the future of customer loyalty while driving brand love and business growth.
- Qualifications: 4+ years in loyalty or customer value management with strong project management skills.
- Other info: Dynamic, informal environment with a focus on cultural and societal change.
The predicted salary is between 36000 - 60000 £ per year.
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. 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.
Purpose of the role:
- Increase awareness, uptake and engagement with our famous loyalty programme, Nando’s Rewards
- Design and deliver a program of loyalty initiatives which boost KPIs
- Support the team to develop the loyalty proposition, shaping the future of the programme
- Create and deliver promotions which offer customer value and commercial return – in a way that does not devalue the brand
- Own the day to day running of the Gift Cards portfolio - optimising activity to drive sales and deliver ROI whilst protecting brand perception
- Ensure programs run smoothly, deliver results, and feed insights and recommendations into wider strategy
Key Responsibilities & Expectations
Loyalty
- 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
- Proactively monitor the competitor landscape and form recommendations for activity based on trends, best practice and innovation
- Support the Loyalty, Promotions and Gift Card Lead to form and prioritise the loyalty tech roadmap
- Partner with the Menu, Commercial and Product teams to manage items available on Nando’s Rewards
- Establish brilliant cross-functional relationships with key stakeholders including Product teams, Brand, CRM, Customer Support, Operations and external suppliers
Promotions
- 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
Gift Cards
- 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
- Support the Loyalty, Promotions and Gift Card lead to explore new ranging and marketing opportunities to drive sales and brand visibility
- Support the Loyalty, Promotions and Gift Card lead to optimise and manage current partner agreements
- Support the Loyalty, Promotions and Gift Card lead to manage the Gift Cards P&L
Key Stakeholders
- Wider Customer Growth Team
- Customer Engagement Product Teams
- Wider Customer team (Brand, Customer Business Partners, Data & Insights, Customer Support, UX & Design, Internal Comms)
- Operations
- Finance and Commercial teams
- Agency partners, third parties and intermediaries
The candidate should
- 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
- Be able to demonstrate a solid understanding of the UK loyalty, promotions and gift card market and competitors
- Be naturally calm under pressure
- Be a positive, team player
Our candidate should be looking for
- An opportunity to shape the future of loyalty, promotions and gift cards in a business that is focused on delivering omni-channel growth and customer centricity
- An opportunity to deliver excellent customer experiences whilst driving business value and growing brand love
- A culture with strong purpose & values, intent on contributing to and driving positive cultural and societal change
- A relaxed and informal yet highly driven and ambitious environment, with a heavy focus on personal development
This is a 12 month fixed term contract, it will be a hybrid role based in our Putney office 3 days a week.
Loyalty, Promotions & Gift Card Manager - FTC employer: Nando's
Contact Detail:
Nando's Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Loyalty, Promotions & Gift Card Manager - FTC
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those connected to Nando’s. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for interviews by knowing your stuff! Research Nando’s loyalty programmes and promotions. Show us you’re passionate about creating lasting happiness and how you can contribute to their goals.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family. Get comfortable talking about your experience in loyalty and promotions, and how you can drive brand love at Nando’s.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the Nando’s team and making a difference.
We think you need these skills to ace Loyalty, Promotions & Gift Card Manager - FTC
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for loyalty programmes and customer engagement shine through. We want to see that you genuinely care about creating lasting happiness for our customers!
Tailor Your Experience: Make sure to highlight your relevant experience in loyalty or customer value management. We’re looking for someone who can balance ROI with building strong customer connections, so share specific examples of how you've done this in the past.
Be Data-Driven: Since we love a good insight, don’t forget to mention your ability to interpret data and spot trends. Show us how you've used data to drive decisions and optimise performance in your previous roles.
Keep It Professional Yet Personal: While we appreciate a relaxed vibe, your application should still be polished. Use a friendly tone but keep it professional. And remember, applying through our website is the best way to get your foot in the door!
How to prepare for a job interview at Nando's
✨Know Your Nando’s
Before the interview, make sure you’re familiar with Nando’s values and mission. Understand their loyalty programme, Nando’s Rewards, and think about how you can contribute to its growth. This shows genuine interest and helps you align your answers with their goals.
✨Showcase Your Experience
Prepare specific examples from your past roles that demonstrate your experience in loyalty programmes and promotions. Highlight any measurable results you've achieved, like increased customer engagement or ROI, to show you can deliver on their expectations.
✨Be Data-Driven
Since the role involves monitoring KPIs and making data-led recommendations, be ready to discuss how you’ve used data in previous positions. Bring examples of how you’ve identified trends and optimised performance based on insights.
✨Build Cross-Functional Relationships
Nando’s emphasises collaboration across teams. Think about how you’ve successfully worked with different departments in the past. Be prepared to discuss how you can foster strong relationships with stakeholders to drive loyalty and promotions initiatives.
