City, London
ARC IT Recruitment

CRM and Loyalty Specialist

London/Hybrid

£competitive + bonus + benefits

CRM, Loyalty, EMEA

CRM and Loyalty Specialist is required by prestigious global brand. You will be responsible for the creation, constant development and delivery of Loyalty and the use of first party data to drive loyalty across EMEA. The Loyalty Owner will act as the subject matter expert and go-to resource for all stakeholders.

• Lead the development of a customer centric, data-driven and creative CRM strategy to deepen customer engagement and conversion and to drive long term customer lifetime value.
• Launch Loyalty, a points-based membership programme with a community and tiered benefits, into all EMEA markets. Work with each NSO on their local benefits and processes for promoting these.
• Build the online Community – maximising participation from all customer segments.
• Using customer data and insights create a targeted loyalty programme that will appeal to all customer segments.
• Build effective reporting for all business stakeholders – CEL and NSOs. Reporting against the business case, performance of the programme benefits, what works, what doesn’t. Make recommendations on updates and changes based on the insight.
• Develop the partnership strategy for Loyalty, selecting and working with relevant partners that will appeal to customer segments. Make recommendations on how we maximise these partnerships.
• Ensure all loyalty campaigns are designed to increase levels of retention, conversion and acquisition and give the maximum ROI for the business. Work with CRM Campaign Specialists to plan, manage and deliver multi-channel, digital CRM marketing campaigns to drive long term customer lifetime value and engagement.
• Support the Acquisition and Retail teams to develop innovative ideas to grow loyalty sign ups.
• Own and drive loyalty as a product from inception to completion, including management and prioritisation of features backlog and constant iteration focusing on customer experiences.
• Owning story creation, acceptance criteria and testing for all things Loyalty. Act as liaison between the business and IT.
• You will fully own backlog prioritisation in order to maintain the technical product roadmap including prioritisation between new functional capabilities and addressing technical debt.
• Champion loyalty in the business, educate senior leadership on the role of loyalty, make sure that marketing teams have loyalty in their plans and business development support with NSO planning to drive customer lifetime value.

Key Requirements

• At least 5 years’ experience in loyalty programmes in subscription and/or points driven schemes. Preference for premium sectors.
• Knowledge and experience of launching and building a brand community.
• Ability to lead cross functional teams and evidence of close collaboration with other departments in the delivery of effective strategies.
• Commercially minded and a proven track record of delivering business growth.
• Highly analytical with an understanding of customer, media and campaign performance and associated measurement tools.
• Excellent technical knowledge of CRM and analytical systems.
• First-hand experience of working with data with an analytical background in customer profiling and segmentation.
• Ability to analyse complex data and utilise it to develop actionable insights.
• Excellent communication skills and ability to present performance reports to senior management, both written and verbal.
• Strategically-minded, but happy to get immersed in the detail – this is a very hands-on role.

For a full consultation on this role please email your CV to Arc IT Recruitment.

City, London
ARC IT Recruitment

CRM and Loyalty Specialist

London/Hybrid

£competitive + bonus + benefits

CRM, Loyalty, EMEA

CRM and Loyalty Specialist is required by prestigious global brand. You will be responsible for the creation, constant development and delivery of Loyalty and the use of first party data to drive loyalty across EMEA. The Loyalty Owner will act as the subject matter expert and go-to resource for all stakeholders.

• Lead the development of a customer centric, data-driven and creative CRM strategy to deepen customer engagement and conversion and to drive long term customer lifetime value.
• Launch Loyalty, a points-based membership programme with a community and tiered benefits, into all EMEA markets. Work with each NSO on their local benefits and processes for promoting these.
• Build the online Community – maximising participation from all customer segments.
• Using customer data and insights create a targeted loyalty programme that will appeal to all customer segments.
• Build effective reporting for all business stakeholders – CEL and NSOs. Reporting against the business case, performance of the programme benefits, what works, what doesn’t. Make recommendations on updates and changes based on the insight.
• Develop the partnership strategy for Loyalty, selecting and working with relevant partners that will appeal to customer segments. Make recommendations on how we maximise these partnerships.
• Ensure all loyalty campaigns are designed to increase levels of retention, conversion and acquisition and give the maximum ROI for the business. Work with CRM Campaign Specialists to plan, manage and deliver multi-channel, digital CRM marketing campaigns to drive long term customer lifetime value and engagement.
• Support the Acquisition and Retail teams to develop innovative ideas to grow loyalty sign ups.
• Own and drive loyalty as a product from inception to completion, including management and prioritisation of features backlog and constant iteration focusing on customer experiences.
• Owning story creation, acceptance criteria and testing for all things Loyalty. Act as liaison between the business and IT.
• You will fully own backlog prioritisation in order to maintain the technical product roadmap including prioritisation between new functional capabilities and addressing technical debt.
• Champion loyalty in the business, educate senior leadership on the role of loyalty, make sure that marketing teams have loyalty in their plans and business development support with NSO planning to drive customer lifetime value.

Key Requirements

• At least 5 years’ experience in loyalty programmes in subscription and/or points driven schemes. Preference for premium sectors.
• Knowledge and experience of launching and building a brand community.
• Ability to lead cross functional teams and evidence of close collaboration with other departments in the delivery of effective strategies.
• Commercially minded and a proven track record of delivering business growth.
• Highly analytical with an understanding of customer, media and campaign performance and associated measurement tools.
• Excellent technical knowledge of CRM and analytical systems.
• First-hand experience of working with data with an analytical background in customer profiling and segmentation.
• Ability to analyse complex data and utilise it to develop actionable insights.
• Excellent communication skills and ability to present performance reports to senior management, both written and verbal.
• Strategically-minded, but happy to get immersed in the detail – this is a very hands-on role.

For a full consultation on this role please email your CV to Arc IT Recruitment.