Customer Loyalty Manager

About the job

Cardfactory-Customer Loyalty Manager-Wakefield-£46,000-50,000

 At cardfactory, we’re passionate about helping customers celebrate life’s big moments (and the little ones too!) without breaking the bank. The more we inspire people to celebrate, the more they come back to us – which is why we want to show our customers how much they mean to us.  This customer‑first mind-set is at the heart of this brand‑new role. 

As our new Customer Loyalty Manager, you’ll be the mastermind behind our loyalty programme – creating it, launching it, growing it, and ultimately turning happy shoppers into cardfactory superfans for life.

This role is available on a 12 month fixed term contract basis.

Please note, this is a hybrid role with 2 days per week in our Wakefield.

What you’ll do 

You’ll take full ownership of the cardfactory loyalty proposition, ensuring it stays relevant to our customers and true to the brand, while driving long‑term customer value growth. This includes shaping the loyalty strategy and translating it into impactful initiatives, as well as leading the development, pilot and launch of the loyalty programme. 

You’ll head up all customer‑focused workstreams – from identity and campaigns to the overall marketing approach – while acting as the loyalty expert for cross‑functional teams covering technology, reporting and retail processes. Alongside this, you’ll work closely with Store Marketing and key stakeholders to drive customer recruitment, manage the day‑to‑day operation of the programme, and deliver engaging CRM communications that keep customers coming back. Insight and performance will be at the core of your approach, with clear measurement, reporting and sharing of learnings to continually optimise the programme.

What you’ll bring

• Proven experience in designing and operating loyalty programmes in a retail environment
• Strong strategic thinker and ability to solve complex customer problems in a structured way
• Data driven and analytically minded – with a deep understanding of customer behaviour, segmentation and trigger-based loyalty campaigns
• Strong understanding of CRM platforms, Analytics tools and Loyalty Management solutions
• Fluent in using customer insight and data to identify loyalty opportunities and develop loyalty initiatives
• Strong communicator and ability to influence and collaborate with digital, commercial, marketing, finance and retail teams
• Some people leadership and team management experience
• Budget management experience and familiarity of margin management in the context of loyalty

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