Loyalty Executive

Reporting to the Loyalty Marketing Manager, the successful candidate will have the exciting opportunity to execute and manage end-to-end loyalty initiatives for the Harrods Customer.  This person will be supporting in delivering world-class customer loyalty campaigns as well as owning many of the day-to-day operations of the Harrods Rewards programme

The ideal candidate will be someone who has an eye for detail, organised and with a passion for driving long-term customers relationship.  This person will have experience in effectively managing end-to-end loyalty or customer campaigns within a fast-paced environment with a focus on customer retention & ROI.  

Responsibilities
Loyalty Marketing

• Responsible for the end-to-end management of the Loyalty Team promotion & communications process including
  • Brief management (Promotion, Creative, Legal)
  • Promotional set up, initially support with potential full ownership long-term
• Point of contact for all Marcomms and Partner teams on Loyalty opportunities including Acquisition
• Ownership of the end-to-end Loyalty Proposition Workstream with a focus on delivering campaigns that are objective led, KPI driven and in-line with the wider department strategies
• Manage final campaign reporting with the loyalty analytics team including learnings & next steps planning
• Full management of the Loyalty Team brief process, calendar & trackers to ensure campaigns are delivered smoothly and on time
• Lead on the development and delivery of all marketing assets with regards to the Rewards programme ensuring they are up-to-date and printed as required
• Support the Loyalty Marketing Manager with the definition and planning of customers promotional strategies, customer lifecycles strategies as well as testing & reporting
• Working Closely with the Customer Communication team to deliver Customer Lifecycle campaigns focused on key customer groups

Loyalty Ops

• Working closely with the Ops manager to ensure the successful day to day running of all operations related to the Reward loyalty programme
  • Stock management of all Rewards stock; rewards cards and digital rewards collateral
  • Points of Contact for support teams including Customer Service, HR & IT (CSOPS)
• Work with the Loyalty Ops manager to collate and manage all incoming Loyalty features requests and ensure pipeline of delivery
• Main contact for key Loyalty suppliers & triage to wider stakeholders
• Support on future programme development, championing new features and organising feedback to pass through to the Ops Manager
• Gather key information to support operations budget

Overall

• Defining and ensuring that all Loyalty process are understood and implemented by wider business teams
• Support the Loyalty Marketing Manager & Loyalty Ops manager in wider employee engagement initiatives and incentives programmes
• Works closely with the wider Loyalty team to help support all future Rewards initiatives including ideation of promotion & loyalty benefits
• Support Loyalty insights with the creation of the Loyalty business update
• Budget Tracking & PO Management
• management of industry trends and competitor analysis

Key Objectives

Loyalty Performance: Reward Programme Profitability, Tactical Campaign ROI, Retention/Churn rates, Customer Lifecycle change

Campaign Execution: development and execution of campaigns from marketing partners

Operational Efficiency: Customer Satisfaction, Process management

Key Stakeholders

Loyalty Operations Manager, Loyalty Insight Manager, Loyalty Marketing Manager & wider Loyalty Team, Communications team, Divisional Marketing teams, IT Operational Teams

• 2+ years in Loyalty, CRM or Ops focussed roles
• Bachelor’s degree in related field or equivalent work experience
• Experience in executing and managing Loyalty propositions
• Knowledge of CRM & Ops best practices
• Strong attention to detail with regards to campaign development and handling PII
• Ability to communicate with various, diverse team across a number of departments while advocating for the central Loyalty strategy
• Excellent interpersonal and communication skills
• Excellent time-management skills and the ability and willingness to multi-task
• Flexibility and readiness to adapt to changing priorities
• Strong work ethic and unwavering commitment to Harrods values
• Ability to perform duties effectively with minimum supervision and guidance

At Harrods, we ask everyone to believe in the Art of the Possible, to challenge the conventional view of what is possible and turn delivery into an art form. Our brand needs us to be Master of Luxury, Experts of Exceptional and Creators of Magic, As brands are made by people, our people have a really important role to play.

We have five employee values that show us the way; We take pride, We Strive to Exceed, We are One, We are Human and We Build Trust. These values are the behaviours and ways of working that we attach the most importance to at Harrods. We use our values to illustrate how we want to be with each other, with customers, with suppliers and other stakeholder