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Cx Transformation - Loyalty - Senior Manager

United Kingdom, London · Job Posted June 29, 2026
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Job Description

We are looking to hire a Senior Manager to help grow and develop our customer engagement and loyalty capability. In this role, you will drive client engagements and business development, setting direction, guiding teams and ensuring outcomes are realised for our business, our customers and end consumers.

Job Responsibility

  • 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

Requirements

  • 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

Nice to have

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

What we offer

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

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