At a Glance
- Tasks: Lead the delivery of loyalty programmes and enhance customer engagement strategies.
- Company: Join a dynamic retail brand focused on customer growth and loyalty.
- Benefits: Enjoy discounts, private healthcare, and extra leave for your birthday.
- Other info: Collaborative environment with opportunities for professional development.
- Why this job: Make a real impact in customer loyalty and drive business growth.
- Qualifications: Experience in CRM or loyalty roles, with strong organisational skills.
The predicted salary is between 50000 - 65000 £ per year.
Reporting into the Head of Customer Growth, the Senior Loyalty Operations Manager is responsible for orchestrating the end-to-end delivery of Club New Look and CRM activity, ensuring the successful execution of the loyalty roadmap and member proposition. The role translates strategy into clear, deliverable plans, working cross-functionally to embed loyalty as a core growth engine across the business. It plays a critical role in operationalising tailored value and personalised promotions at scale within Club, enabling more relevant, targeted customer engagement that drives frequency, retention and long-term value. The role ensures strong governance, operational excellence and continuous improvement, enabling Club New Look to scale effectively while maintaining a high-quality, seamless customer experience.
WHAT YOU’LL BE DOING:
- Support the Head of Customer Growth in landing the Loyalty roadmap and member proposition.
- Coordinate the operational delivery and strategic translation of Club activity across the business.
- Ensure Club priorities are translated into clear plans, and actions, owners and timelines are defined.
- Improve governance, tracking, communication and cross-functional alignment.
- Create the operational capability required to deliver Club-first offers, targeted value and personalised promotions at scale.
- Help embed Loyalty as a business-wide growth engine, not just a CRM mechanic.
- Work closely with Customer Care and research and insight teams to understand challenges/ friction points/ issues that need to be addressed.
- Ensure legal compliance and governance is adhered to.
- Drive operational improvement and efficiencies.
- Align with Digital Product Team to ensure new features are utilised and any new requirements are defined.
- Own day-to-day prioritisation and delivery tracking of Club initiatives.
- Act as the central coordination point for all Club activity across functions.
- Identify delivery risks, dependencies, and blockers, escalating where required.
- Support the embedding of test-and-learn approaches within CRM and loyalty execution.
WHO YOU ARE:
- Proven experience in CRM, Loyalty or Customer Operations roles, ideally within retail or high-frequency ecommerce.
- Strong understanding of loyalty programme operations – including campaign execution, promotional mechanics, and member journeys.
- Experience working with CRM platforms (e.g. Emarsys, Salesforce Marketing Cloud) and supporting lifecycle campaigns (email, push, app, SMS).
- Demonstrable experience in translating strategy into executable plans, with clear delivery tracking and governance.
- Ability to manage cross-functional delivery across Trading, Marketing, Ecommerce, Retail and Product teams.
- Strong operational and organisational skills – able to prioritise multiple workstreams and deliver at pace.
- Experience working with data and insight teams to identify issues, opportunities and performance drivers.
- Comfortable working with Digital Product & Tech teams to support feature rollouts and define business requirements.
- Strong attention to detail with a focus on process improvement, governance and operational efficiency.
- Commercial awareness – understanding how CRM and loyalty activity contributes to engagement, frequency and revenue.
WHATS IN IT FOR YOU:
- 40% staff discount plus friends & family discounts throughout the year.
- Access to our reward platform for external discount and offers.
- Private pension scheme.
- Profit related bonus scheme.
- Option to join our Healthcare Private Medical Scheme.
- Virtual GP access for you and your children – it allows you to speak to a doctor at a time and date that suits you.
- All employees are covered by our life assurance policy from day one.
- Unlock extra leave with our buy more holiday scheme.
- Celebrate YOU! Enjoy an extra paid day off on your birthday each year.
- Enhanced maternity, paternity and adoption leave, and shared parental leave (eligible after 2 years service).
- Spread the cost of your commute with interest-free season ticket loans.
- Do your bit for the environment and save money with our Cycle2Work scheme.
- We're proud to partner with the Retail Trust and Fashion & Textile Children's Trust.
Senior Loyalty Operations Manager in London employer: New Look
NEW LOOK is an excellent employer that fosters a collaborative and innovative work culture, particularly for those in the Senior Technologist role. With a strong emphasis on professional development and continuous improvement, employees are encouraged to grow their skills while contributing to high-quality product standards. Located in a vibrant retail environment, the company offers unique opportunities to influence product quality and drive meaningful change within the fashion industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Loyalty Operations Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at New Look. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like New Look before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Loyalty Operations Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to New Look:Your cover letter is your chance to shine! Tell us why you want to work at New Look specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at New Look!
How to prepare for a job interview at New Look
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
