Senior Loyalty Manager
Eastleigh | £75,000/year | careers-bandq.icims.com |
Overview:
Senior Loyalty Manager
from £75,000 + Car allowance + Bonus + Pension + BUPA + ShareSave + 6.6 weeks holiday + hybrid working
Location (i.e. Southampton, Store Support Office)
We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love.
Join us as the Senior Loyalty Manager within the Customer team and you’ll be a big part of this.
At B&Q we have a hybrid approach to working to increase flexibility in how we work. For this role we expect you’ll be working from our Store support Office as and when there is a delivery need. We are also hoping to hear from anyone interested in flexible working options.
Speak to our recruitment team to find out more.
Salary and Benefits:
The CRM & Loyalty team drives value from our customers at all stages of their relationship with us. We focus on utilising our customer data to maintain and grow each customer relationship, in order to drive business growth including sales, profit, share and long-term loyalty.
As the Senior Loyalty Manager, you are accountable for the Loyalty proposition end to end, from proposition strategy through to operational delivery. You’ll be focused on defining and delivering a new digital-first Loyalty proposition that has a clear and meaningful value exchange enabling B&Q to grow member volume and value at scale, closely partnering with product and technology teams to achieve our Loyalty plans. You’ll implement the technology and operation foundations needed to successfully and efficiently run the Loyalty programme and you’ll ensure robust Loyalty reporting and behaviour insight is enabled by working in close partnership with our Analytics & Data Science and Insight teams. You’ll be the advocate and custodian of the Loyalty customer experience (CX) across various touchpoints to ensure the effective embedding of the Loyalty proposition across channels and customer journeys. You’ll grow business understanding and engagement in the role and value of Loyalty, driving a real cultural change to get Loyalty front and centre as a lever for long-term growth. Your responsibilities will include:
Future Loyalty Programme Definition and Delivery:
• Lead the review and re-design of the Loyalty programme for B&Q and TradePoint, appointing
external partners where necessary to support and enable this transformation.
• Agree the delivery roadmap and funding required for Loyalty transformation, engaging with
business stakeholders including the Board.
• Ensure the proposition has a meaningful and commercially viable customer value exchange.
• Define the required technology infrastructure requirements and operating model for the new
programme.
• Define and implement Loyalty KPIs, targets and reporting, partnering with the Analytics team.
• Manage the Loyalty P&L, reporting to the business regularly on cost vs benefit.
Current Loyalty Programme
Proposition:
• Own the Loyalty roadmap for B&Q including Club & TradePoint, driving continuous innovation and evolution of the existing Loyalty proposition and its capabilities.
• Identify and implement initiatives that acquire new customers into the loyalty programme and
nurture and increase the value of existing loyalty members, such as loyalty events, promotions,
rewards, and surprise-and-delight initiatives.
• Look after our most valuable members, personalising offers and experiences to recognise and
maintain their value.
• Act as the guardian of the CX throughout the Loyalty customer journeys; acquisition, sign-up,
welcome, member and leave. Collaborating with Digital and CRM stakeholders to design and
deliver the Loyalty customer experience for these journeys across all channels.
• Ensure the effective embedding of the Loyalty proposition across channels, services and customer journeys.
Reporting and insights:
• Facilitate the creation of ‘known’ customer health KPI reporting and loyalty insights, widely sharing this across the business, ensuring there is a deep understanding of the contribution of loyalty customers to short- and long-term business performance.
• Engage with data and analytics teams to gather and leverage customer data, generating insights to drive loyalty strategies.
Loyalty Operations:
• Lead on the requirements definition of the technical capability required to operationally deliver the current and future Loyalty programme. Seek to continually improve the existing Loyalty operations for both customers and colleagues.
• Provide direction and guidance to the Loyalty Ops team, ensuring effective operational
management of the Loyalty programme and execution of Loyalty initiatives.
Collaboration and Stakeholder Engagement:
• Demonstrate the value of Loyalty to the business and share plans on how to grow value from new and existing members.
• Collaborate with cross-functional stakeholders
• including data & analytics, CX, marketing, digital, commercial, customer services
• to align Loyalty objectives and deliver a seamless customer experience.
What's the job?:
• What we need::
• Experience in Loyalty program end-to-end management as a leader of a Loyalty team, including operations.
• Experience in Loyalty programme definition and design, including customer value proposition and operational infrastructure.
• Knowledge of Loyalty best practices, trends, and industry standards, and curiosity to learn more.
• Expert knowledge of legal and compliance considerations related to Loyalty programs and customer data.
• Excellent communication and influencing skills.
• Strong analytical skills with the ability to derive insights from data and make data-driven decisions.
• Adept at managing multiple initiatives simultaneously and balancing the detail vs strategic leadership.
• Creative problem-solving skills and a proactive approach to overcoming challenges.
• Experience in the retail, hospitality, or e-commerce industry is beneficial.
What's in it for me?:
As part of a great team, you’ll be valued for who you are. We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.
We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!
So we can support you during the application or interview process, please contact recruitment@b-and-q.co.uk for any recruitment adjustments.
Senior Loyalty Manager
from £75,000 + Car allowance + Bonus + Pension + BUPA + ShareSave + 6.6 weeks holiday + hybrid working
Location (i.e. Southampton, Store Support Office)
We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love.
Join us as the Senior Loyalty Manager within the Customer team and you’ll be a big part of this.
At B&Q we have a hybrid approach to working to increase flexibility in how we work. For this role we expect you’ll be working from our Store support Office as and when there is a delivery need. We are also hoping to hear from anyone interested in flexible working options.
Speak to our recruitment team to find out more.
Salary and Benefits:
The CRM & Loyalty team drives value from our customers at all stages of their relationship with us. We focus on utilising our customer data to maintain and grow each customer relationship, in order to drive business growth including sales, profit, share and long-term loyalty.
As the Senior Loyalty Manager, you are accountable for the Loyalty proposition end to end, from proposition strategy through to operational delivery. You’ll be focused on defining and delivering a new digital-first Loyalty proposition that has a clear and meaningful value exchange enabling B&Q to grow member volume and value at scale, closely partnering with product and technology teams to achieve our Loyalty plans. You’ll implement the technology and operation foundations needed to successfully and efficiently run the Loyalty programme and you’ll ensure robust Loyalty reporting and behaviour insight is enabled by working in close partnership with our Analytics & Data Science and Insight teams. You’ll be the advocate and custodian of the Loyalty customer experience (CX) across various touchpoints to ensure the effective embedding of the Loyalty proposition across channels and customer journeys. You’ll grow business understanding and engagement in the role and value of Loyalty, driving a real cultural change to get Loyalty front and centre as a lever for long-term growth. Your responsibilities will include:
Future Loyalty Programme Definition and Delivery:
• Lead the review and re-design of the Loyalty programme for B&Q and TradePoint, appointing
external partners where necessary to support and enable this transformation.
• Agree the delivery roadmap and funding required for Loyalty transformation, engaging with
business stakeholders including the Board.
• Ensure the proposition has a meaningful and commercially viable customer value exchange.
• Define the required technology infrastructure requirements and operating model for the new
programme.
• Define and implement Loyalty KPIs, targets and reporting, partnering with the Analytics team.
• Manage the Loyalty P&L, reporting to the business regularly on cost vs benefit.
Current Loyalty Programme
Proposition:
• Own the Loyalty roadmap for B&Q including Club & TradePoint, driving continuous innovation and evolution of the existing Loyalty proposition and its capabilities.
• Identify and implement initiatives that acquire new customers into the loyalty programme and
nurture and increase the value of existing loyalty members, such as loyalty events, promotions,
rewards, and surprise-and-delight initiatives.
• Look after our most valuable members, personalising offers and experiences to recognise and
maintain their value.
• Act as the guardian of the CX throughout the Loyalty customer journeys; acquisition, sign-up,
welcome, member and leave. Collaborating with Digital and CRM stakeholders to design and
deliver the Loyalty customer experience for these journeys across all channels.
• Ensure the effective embedding of the Loyalty proposition across channels, services and customer journeys.
Reporting and insights:
• Facilitate the creation of ‘known’ customer health KPI reporting and loyalty insights, widely sharing this across the business, ensuring there is a deep understanding of the contribution of loyalty customers to short- and long-term business performance.
• Engage with data and analytics teams to gather and leverage customer data, generating insights to drive loyalty strategies.
Loyalty Operations:
• Lead on the requirements definition of the technical capability required to operationally deliver the current and future Loyalty programme. Seek to continually improve the existing Loyalty operations for both customers and colleagues.
• Provide direction and guidance to the Loyalty Ops team, ensuring effective operational
management of the Loyalty programme and execution of Loyalty initiatives.
Collaboration and Stakeholder Engagement:
• Demonstrate the value of Loyalty to the business and share plans on how to grow value from new and existing members.
• Collaborate with cross-functional stakeholders
• including data & analytics, CX, marketing, digital, commercial, customer services
• to align Loyalty objectives and deliver a seamless customer experience.
What's the job?:
• What we need::
• Experience in Loyalty program end-to-end management as a leader of a Loyalty team, including operations.
• Experience in Loyalty programme definition and design, including customer value proposition and operational infrastructure.
• Knowledge of Loyalty best practices, trends, and industry standards, and curiosity to learn more.
• Expert knowledge of legal and compliance considerations related to Loyalty programs and customer data.
• Excellent communication and influencing skills.
• Strong analytical skills with the ability to derive insights from data and make data-driven decisions.
• Adept at managing multiple initiatives simultaneously and balancing the detail vs strategic leadership.
• Creative problem-solving skills and a proactive approach to overcoming challenges.
• Experience in the retail, hospitality, or e-commerce industry is beneficial.
What's in it for me?:
As part of a great team, you’ll be valued for who you are. We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.
We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!
So we can support you during the application or interview process, please contact recruitment@b-and-q.co.uk for any recruitment adjustments.
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