Cx Transformation - Loyalty - Senior Manager

• Drive client engagements and business development, setting direction, guiding teams and ensuring outcomes are realised for our business, our customers and end consumers
• Set clear direction on customer engagement and loyalty, leading high-performing teams to deliver measurable business outcomes
• Be accountable for loyalty-led, CRM-enabled customer engagements across strategy, experience and business transformation, enabled by data and technology
• Support clients through proposition and programme design, launch, evolution and optimisation at global or multi-market scale
• Identify and shape new opportunities to grow our business, leveraging your knowledge, network and experience to develop compelling engagement and loyalty-led offers and proposals for clients
• Shape thought leadership and actively develop the capabilities of our people and craft
• Lead loyalty and CRM client engagements across various stages of customer engagement and loyalty transformation
• Help clients embed deeper customer engagement across their wider loyalty, marketing and customer ecosystem
• Work collaboratively with technology and data teams to provide guidance on platform selection, strategy, enablement, optimisation and governance
• Be responsible for delivery excellence, commercial robustness and governance across engagements
• Build client relationships within our existing accounts and leverage your own external network to identify new opportunities
• Develop internal relationships across frog and wider Capgemini to build understanding of our loyalty offering and win loyalty work
• Lead and design relevant solutions proposals and bid responses to engage key stakeholders and win new business
• Contribute to thought leadership and propose go-to-market activities to raise awareness of frog’s customer engagement and loyalty capabilities
• Lead and coach colleagues to achieve their potential and deliver their best work
• Role model frog and Capgemini values and behaviours

• Extensive previous experience in consulting, industry or agency roles focused on customer engagement and loyalty, with strong CRM and marketing activation experience
• A proven track record of launching or materially evolving customer engagement strategies, initiatives and loyalty programmes, including defining propositions, loyalty mechanics, CRM and marketing enablement, operating models and activation strategies
• Experience working on large-scale or global CX, customer engagement, CRM and loyalty programmes, including multi-market rollout, governance, localisation and ongoing optimisation
• Strong experience shaping and delivering customer engagement, loyalty and CRM strategies, including member lifecycle management, personalisation, campaign orchestration and measurement, driving strong commercial outcomes aligned to business objectives
• Knowledge of loyalty and CRM technology ecosystems (e.g. Salesforce, Adobe, Antavo, Talon.One, Eagle Eye etc.) and how these enable loyalty capabilities at scale
• Experience leading multi-disciplinary teams and engaging senior stakeholders, balancing strategic intent with pragmatic delivery realities
• Passion for shaping organisations to adapt to new trends in loyalty, including the role of Generative and Agentic AI in transforming loyalty operations and customer-facing experiences
• Leading and coaching colleagues both individually and in teams, developing capabilities and creating an ethos of delivery excellence

Direct experience working with several loyalty/membership and CX platforms (e.g. Salesforce, Adobe, Antavo, Talon.One, Eagle Eye etc)

• Flexible working arrangements
• Trained Mental Health Champions
• Wellbeing apps such as Thrive and Peppy