Senior Loyalty Manager

As one of the Best Big Companies to Work For, we have a rich history of loving our customers and looking after our teams.

We understand that success is achieved through our people, and we are searching for a Senior Loyalty Manager to join our growing business.

Purpose of the role:

The Senior Loyalty Manager is accountable for defining and leading Iceland Foods online loyalty strategy, driving customer retention, frequency and lifetime value. This role owns the end-to-end online loyalty proposition, ensuring it delivers tangible commercial growth, deepens customer relationships and differentiates Icelands online offer in a highly competitive grocery market.

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• Define and own the online loyalty vision and roadmap for Iceland
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• Lead the evolution of the loyalty proposition
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• Ensure the loyalty offer is distinctive and commercially viable
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• Translate business strategy into clear loyalty priorities
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• Own loyalty performance including retention, frequency and CLV
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• Manage loyalty business cases and forecasting
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• Identify incremental revenue and margin opportunities
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• Optimise programme economics through test-and-learn
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• Embed loyalty across online customer journeys
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• Work with CRO, UX and product teams
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• Use loyalty to support wider ecommerce growth initiatives
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• Leverage first-party data for segmentation and targeting
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• Partner with CRM and insight teams
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• Champion experimentation and data-led decisions
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• Act as the senior loyalty lead across the business
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• Influence senior stakeholders
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• Manage technology partners and suppliers
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• Extensive experience managing a loyalty proposition.
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• Strong commercial and analytical capability
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• Deep understanding of ecommerce customer journeys
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• Experience influencing senior stakeholders
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• Grocery or FMCG ecommerce experience
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• Experience launching or transforming loyalty programmes
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• Knowledge of CRM and loyalty platforms
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• Improved customer retention, frequency and lifetime value across online and instore.
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• Clear commercial ROI from loyalty initiatives
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• Loyalty embedded across the customer journey
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• Strong internal alignment around loyalty as a growth lever
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Benefits and rewards:

?? Best Place to Work 2026

?? Supportive and collaborative team

?? Healthcare and cash back plans

?? 15% discount in our stores and 30% discount in our group restaurants

??? Partner discounts

?? Subsidised on site restaurant and Costa (Head Office)

???? Mental, physical and financial wellbeing support

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