Creating original and innovative luxury soft toys, Jellycat combines luxurious fabrics with quirky and cute designs and sells its products online and via stockists throughout the UK, Europe and the rest of the world. This role is DTC focused and sits within the global Digital Marketing function in the wider Ecommerce team.
The Loyalty Executive will be responsible for supporting in the delivery of and managing our customer rewards programme. This role requires a hands-on customer-centric marketer with a passion for enhancing customer engagement, driving customer loyalty, and delivering exceptional customer experiences. The successful candidate will support the Loyalty Manager in collaborating with various departments to ensure the loyalty programme aligns with our business goals and brand values and will manage the day-to-day of the programme when live.
You'll be;
Supporting the Loyalty Manager in designing and implementing a comprehensive customer loyalty programme that aligns with Jellycat’s strategic objectives – increasing customer lifetime value and active engagement with the brand.
Conducting market research to understand customer needs, preferences, and trends.
Developing rewards and incentives that appeal to diverse customer segments globally.
Working with Project Managers and stakeholders within the internal team.
Managing the day-to-day operations of the loyalty programme, ensuring seamless customer experience.
Taking responsibility for monitoring and analysing programme performance, utilising data to build a recommended list of improvements, sharing with the Loyalty Manager and the Head of Digital Marketing.
Supporting the management of the loyalty programme budget, ensuring cost-effectiveness and high ROI.
Implementing strategies to increase customer participation and engagement with the brand through the loyalty programme.
You'll have;
Proven experience in working with loyalty programmes or customer engagement initiatives, preferably in the retail industry; global experience is beneficial.
A solid understanding of customer behaviour in retail, segmentation, and lifecycle management.
The ability to be analytically-minded with the ability to support in decision-making.
Proficient experience in using CRM software, loyalty programme platforms, and data analysis tools.
The ability to manage day-to-day communications with external agencies and vendors as needed to execute marketing initiatives.
Excellent communication, project management, and stakeholder management skills.
A strong attention to detail and the ability to work in a fast-paced environment.
Experience with Antavo, Playable, Bloomreach, and in-app development would be a bonus.
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