Loyalty Assistant

Customer Marketing London, United Kingdom


The Role: 

The Loyalty Assistant will be responsible for assisting with the execution of the communications plan for the customer loyalty programme, improving customer retention metrics, optimising CPRO and LTV. The role is within the Retention team but will work cross functionally with customer analytics, F-tech, product, Private Client, customer service and other marketing teams to create and implement loyalty initiatives. The successful candidate will be passionate about delivering the best experience for our customers whilst also leveraging new technologies in order to drive loyalty and ultimately competitive advantage.

The ideal candidate must be commercially savvy with an understanding of customer data and be able to use customer analytics to develop and optimise engagement with customers and drive commercial value. The candidate must be comfortable and excited by a fast moving and changing environment and be able to demonstrate an understanding of and previous experience in loyalty marketing role where retention has been key.


What you’ll do

  • Assist with the deployment of the global Customer Loyalty programme, creating timely customer retention campaigns that will increase loyalty, retention and encourage segment migration, ultimately resulting in improved customer retention metrics
  • Assist in the development of bespoke programs for top customers in conjunction with the Private Client team
  • Work collaboratively to deliver campaigns through effective team prioritisation and resource planning
  • Utilise push and email communications and collaborate closely with the CRM, SEO & Performance marketing teams to ensure Loyalty activities are deployed across all digital marketing platforms
  • Assist with the development of the test and learn plan for the Loyalty programme to ensure benefits are constantly being analysed and optimised
  • Report and track customer retention metrics, such as retention rate, average order value, orders per customer, spend per customer, cost per retained order and life time value, to achieve business targets
  • Track competitor activity, trends and innovation to ensure we keep abreast of the loyalty landscape
  • Work with the relevant product teams on the requirements for the technology needed to support customer loyalty

Who you are:

  • Education: University degree with a strong quantitative component. If no quant component at degree level then A level maths or equivalent
  • Experience in a digitally focussed retention/loyalty marketing role
  • A good understanding of the luxury fashion industry
  • Outstanding execution skills with strong attention to detail
  • Outstanding work planning and time management skills: ability to prioritize
  • Excellent communication
  • A passion for numbers and outstanding analytical skills
  • Intermediate/advanced excel, experience with Google analytics