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Open nowPosted 73 days ago

Senior Loyalty Operations Manager

newlook204 open roles

Where
Whitechapel Rd, London E1 1EW, UK
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Your applicationOpen nowSenior Loyalty Operations Managernewlook · Whitechapel Rd, London E1 1EW, UK

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This job: posted 73 days ago

The posting

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

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