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Loyalty Manager

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Matalan

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Location:
United Kingdom , Knowsley, Liverpool

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Category:
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Contract Type:
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Salary:

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Job Description:

As Loyalty Manager you will be responsible for owning and leading the Matalan Me Loyalty proposition, driving the overall strategy, commercial performance and ongoing data-led enhancements. You will lead your team to ensure a seamless omni-channel customer experience across Retail and Online, managing key MarTech platforms and maximising customer lifetime value through compelling loyalty benefits and initiatives.

Job Responsibility:

  • Own and lead the Matalan Me Loyalty proposition, driving the overall strategy, commercial performance and ongoing data-led enhancements
  • Lead team to ensure a seamless omni-channel customer experience across Retail and Online, managing key MarTech platforms and maximising customer lifetime value through compelling loyalty benefits and initiatives
  • Own the delivery of Loyalty KPIs, tracking and reporting on a weekly, monthly and quarterly basis
  • Own the Matalan Me P&L, working with Commercial Finance and Trade Planning & Merchandising to forecast, measure and deliver an always on offer strategy
  • Stay informed on emerging trends in Loyalty and MarTech, proactively identifying and implementing opportunities to drive growth
  • Oversee core loyalty operations of discount functionality, card stock, reward account and their associated budgets
  • Lead and develop a cross-functional team to embed Matalan Me as an integral part of our team culture and an everyday way of working
  • Manage and oversee the end to end execution of new initiatives from concept to delivery
  • Continuously review loyalty customer journeys, hierarchy of messaging and UX to optimize customer experience and deliver on next best action
  • Build and role model a positive working relationship with third parties to deliver a customer centric, best in industry, free gift, prize draw and partnership strategy
  • Drive a data driven culture, harnessing data and reporting to develop new initiatives and iterate the proposition to deliver against customer and business needs
  • Create an environment for the team where each colleague is clear in their role and the part they play in delivering the overall Loyalty trade strategy and KPI’s
  • Create an environment for the team where everyone can develop their skills and capabilities and see opportunities for personal growth
  • Create an environment for the team where colleagues are supported and coached based on individual strengths, development needs and aspirations

Requirements:

  • Strong commercial acumen with proven experience building and managing a P&L
  • Experienced in delivering customer lifetime value as part of a Loyalty programme
  • Adept at test and learn methodology, reporting and analysis
  • Able to interpret results and create a simple narrative around performance
  • A customer champion with the ability to develop strategies against different audience objectives
  • Experience delivering joined up frictionless customer journeys with UX in mind
  • Skilled in relationship building and leading cross-functional teams to deliver against strategic priorities
  • Team management and leadership essential
  • Partnership or retail media experience beneficial
  • B2C Retail experience an advantage

Nice to have:

  • Partnership or retail media experience beneficial
  • B2C Retail experience an advantage
What we offer:
  • 20% staff discount, which increases with length of service
  • Thrive Recognition Scheme
  • Wellbeing support provided by the Retail Trust
  • Life Assurance
  • Retail Rewards platform offering discounts for other retailers
  • Pension Scheme
  • Access to a wide range of career development
  • Additional benefits may apply depending on your role and area of the business

Additional Information:

Job Posted:
January 14, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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