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- Tasks: Lead loyalty initiatives to boost customer engagement and retention at wagamama.
- Company: Join wagamama, a vibrant dining experience inspired by Japanese ramen bars since 1992.
- Benefits: Enjoy hybrid working, a £200 food allowance, private healthcare, and 25 days holiday.
- Why this job: Be part of a dynamic team focused on customer satisfaction and innovative loyalty strategies.
- Qualifications: 3+ years in loyalty program development with strong communication and data analysis skills.
- Other info: Opportunity for a discretionary 20% bonus and family-friendly policies.
The predicted salary is between 36000 - 60000 £ per year.
At wagamama, we’re an eating house for the soul. With over 165 UK restaurants and growing, our purpose is to nourish the world from bowl to soul, inspired by fast-paced Japanese ramen bars since 1992.
We’re looking for a loyalty manager to join us on our continuous journey of true nourishment.
Purpose
To lead Soul Club for wagamama, developing customer-led strategies and initiatives to enhance customer loyalty and retention, driving at least 2% incremental LFL growth year in year out, executed in a profitable and sustainable way. You will be the go-to person to lead acceleration of loyalty member sign-ups and personalised loyalty engagement, driving increased frequency and nudging members to one more visit. You will collaborate with cross-functional teams to ensure a seamless customer experience and provide excellent customer service.
Key Accountabilities
- Loyalty Proposition Development: Define the loyalty proposition and program framework to drive increased engagement and lifetime value, delivering against the goals set for the program over the short, mid, and long term. Ensure our proposition is always customer-led and monitor its performance with customers in a competitive context.
- Loyalty Communications: Accountable for end-to-end delivery of all loyalty communications including Soul Club CRM. Lead in-market test and learn set up and delivery, ensuring effective tests are scaled at pace.
- Loyalty Member Sign Up Strategy & Execution: Develop our acquisition strategy and plan, working in partnership with the marketing and restaurant team to execute and monitor effectiveness of sign-up tactics.
- Loyalty Agency/Partner Management: Identify and manage key loyalty agency partners as an extension of the team.
- Loyalty Program P&L & Accounting: Commercially validate the loyalty program proposition to ensure sustainable profitable growth. Evaluate performance of the program monthly versus commercial targets and make course corrections where necessary.
- Customer Data Management: Manage customer data, ensuring it is kept up to date and compliant with GDPR and data privacy regulations. Analyse customer data to identify trends and preferences.
- Compliance and Data Privacy: Ensure all plans adhere to GDPR and the latest data privacy regulations.
- Collaboration: Collaborate with the CRM manager and wider marketing and technical team to deliver best-in-class strategies and execution in market.
Key Skills + Experience
- 3+ years experience in loyalty proposition development and execution.
- Proven experience of leading, developing and scaling loyalty programs for customer and commercial benefit.
- Deep knowledge of automated lifecycle triggers and customer journey.
- Strong experience of developing personalised communication and marketing at scale.
- Experience of effective restaurant-led customer acquisition strategies.
- Commercially savvy with a customer-first approach.
- Compliance awareness with sound knowledge of GDPR and data privacy best practices.
What’s in it for you:
- A competitive annual salary.
- Discretionary 20% bonus opportunity per year.
- Hybrid working model.
- £200 wagamama food allowance.
- Private healthcare.
- Pension contribution.
- 25 days holiday + all bank holidays.
- Various discounts across retail, hospitality + leisure.
- Family friendly policy: any expectant person or anyone adopting a child will receive 26 weeks full pay + 13 weeks half pay.
Contact Detail:
Wagamama Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Loyalty Manager
✨Tip Number 1
Familiarise yourself with wagamama's brand and values. Understanding their mission to nourish the world from bowl to soul will help you align your strategies for customer loyalty with their core principles, making you a more attractive candidate.
✨Tip Number 2
Network with current or former employees of wagamama. Engaging with them can provide insights into the company culture and expectations for the Loyalty Manager role, which can be invaluable during interviews.
✨Tip Number 3
Stay updated on the latest trends in customer loyalty programmes and CRM strategies. Being knowledgeable about innovative practices will demonstrate your commitment to enhancing customer engagement and retention.
✨Tip Number 4
Prepare to discuss specific examples of how you've successfully developed and executed loyalty programmes in the past. Highlighting measurable outcomes will showcase your ability to drive growth and enhance customer loyalty effectively.
We think you need these skills to ace Loyalty Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Loyalty Manager at wagamama. Familiarise yourself with their loyalty programme and how it aligns with customer engagement and retention strategies.
Tailor Your CV: Highlight your relevant experience in loyalty programme development and execution. Use specific examples that demonstrate your success in increasing customer engagement and retention, particularly in a restaurant or hospitality context.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer loyalty and your understanding of the food industry. Mention how your skills align with wagamama's goals and how you can contribute to their mission of nourishing the world from bowl to soul.
Showcase Data Management Skills: Since the role involves managing customer data and ensuring compliance with GDPR, emphasise your experience with data analysis and privacy regulations. Provide examples of how you've used data to drive loyalty initiatives in previous roles.
How to prepare for a job interview at Wagamama
✨Understand the Loyalty Landscape
Familiarise yourself with current trends in customer loyalty programmes, especially in the restaurant industry. Be prepared to discuss how you can apply these insights to enhance wagamama's Soul Club and drive customer engagement.
✨Showcase Your Data Skills
Since the role involves managing customer data and analysing trends, be ready to demonstrate your experience with data analysis tools. Discuss specific examples of how you've used data to inform loyalty strategies in previous roles.
✨Emphasise Cross-Functional Collaboration
Highlight your experience working with different teams, such as marketing and IT. Provide examples of how you've successfully collaborated to launch loyalty initiatives or improve customer experiences, showcasing your ability to be a team player.
✨Prepare for Scenario Questions
Anticipate questions that ask how you would handle specific challenges related to loyalty programme management. Think about potential scenarios, such as increasing member sign-ups or improving customer retention, and prepare structured responses that demonstrate your problem-solving skills.
