Senior Loyalty Operations Manager

THE ROLE:

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, 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