Senior Loyalty Program Manager (All Genders)

Description

The company has sold pet products online for over 25 years and serves more than 12 million customers. You will lead the loyalty program, shaping its design and performance to grow engagement, retention and customer lifetime value. You will turn customer insight into programs and campaigns with measurable results, working alongside Marketing, Product, Sales, IT and Analytics.

Within 6-12 months you should have lifted engagement, retention and program participation. You should also have set clear performance metrics, made data-based improvements, strengthened teamwork across functions, and delivered initiatives that add measurable value to loyalty and growth.

Responsibilities

• Shape and keep improving the loyalty strategy, program structure and customer value offer.
• Create initiatives that lift engagement, retention, repeat purchases and long-term loyalty.
• Study program results and customer behaviour data to find where things can improve.
• Work with Product and Customer Experience to refine customer journeys and loyalty touchpoints.
• Team up with Marketing on lifecycle and personalised engagement campaigns.
• Set loyalty KPIs, track them and report on them, making sure they support wider business goals.
• Run cross-functional projects with Marketing, Product, Sales, IT and external partners to extend what the program can do.
• Keep up with industry trends, customer needs and loyalty best practice, and feed what you learn into future plans.

Requirements

• 4+ years of experience in loyalty, CRM, customer engagement, retention marketing or closely related fields.
• You have a track record of designing, running and improving customer loyalty programs.
• You analyse customer and business data well and turn it into clear recommendations.
• You know how to map customer journeys and build lifecycle marketing strategies.
• You manage projects well, including cross-functional ones.
• You handle stakeholders across several business areas and collaborate well with them.
• You communicate, present and tell stories clearly and persuasively.
• You can set priorities across several initiatives and deliver well when the workload is heavy.
• Bachelor's degree in Marketing, Business Administration or a related field.
• Nice to have: Master's degree or MBA.
• Nice to have: experience in e-commerce, retail, subscriptions or customer-focused digital businesses.
• Nice to have: experience with loyalty technology platforms or CRM systems.
• Nice to have: experience managing external partners, vendors or loyalty ecosystem partnerships.
• Nice to have: knowledge of customer segmentation, personalisation and advanced retention strategies.

Conditions

Hybrid role: 60% of your time in the office and 40% at home.

You can choose to work for 20 days from abroad, in approved countries.

Based at the Munich headquarters, with offices in Madrid, Krakow, Wroclaw, London and Vienna, and a multinational team.

The salary range shown covers the full scope the role can grow into, based on experience, skills and impact. Most offers sit around the midpoint of the range.

The company is an equal opportunity employer that welcomes people of all backgrounds.

Benefits

• Development opportunities to help you shape your own career path.
• Training and support.
• Wellbeing offers.
• Subsidised transport or bike leasing.
• 20% discount across all products.