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.Key Responsibilities: Online Loyalty Strategy & Proposition Define and own the online loyalty vision and roadmap for IcelandLead the evolution of the loyalty propositionEnsure the loyalty offer is distinctive and commercially viableTranslate business strategy into clear loyalty prioritiesCommercial Ownership & Performance Own loyalty performance including retention, frequency and CLVManage loyalty business cases and forecastingIdentify incremental revenue and margin opportunitiesOptimise programme economics through test-and-learnEcommerce & Customer Experience Embed loyalty across online customer journeysWork with CRO, UX and product teamsUse loyalty to support wider ecommerce growth initiativesData, Insight & Personalisation Leverage first-party data for segmentation and targetingPartner with CRM and insight teamsChampion experimentation and data-led decisionsCross-Functional Leadership Act as the senior loyalty lead across the businessInfluence senior stakeholdersManage technology partners and suppliersSkills & Experience Essential Extensive experience managing a loyalty proposition.Strong commercial and analytical capabilityDeep understanding of ecommerce customer journeysExperience influencing senior stakeholdersDesirable Grocery or FMCG ecommerce experienceExperience launching or transforming loyalty programmesKnowledge of CRM and loyalty platformsWhat Success Looks Like Improved customer retention, frequency and lifetime value across online and instore.Clear commercial ROI from loyalty initiativesLoyalty embedded across the customer journeyStrong internal alignment around loyalty as a growth leverBenefits 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 supportTPBN1_UKTJ