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About the Role
The Senior Loyalty Operations Manager is responsible for orchestrating the end-to-end delivery of Club New Look and CRM activity, ensuring the successful execution of the loyalty roadmap and member proposition. This role translates strategy into clear, deliverable plans, working cross-functionally to embed loyalty as a core growth engine across the business. It plays a critical role in operationalising tailored value and personalised promotions at scale within Club, enabling more relevant, targeted customer engagement that drives frequency, retention and long-term value. The role ensures strong governance, operational excellence and continuous improvement, enabling Club New Look to scale effectively while maintaining a high-quality, seamless customer experience.
Responsibilities
- Support the Head of Customer Growth in landing the Loyalty roadmap and member proposition.
- Coordinate the operational delivery and strategic translation of Club activity across the business.
- Ensure Club priorities are translated into clear plans, and actions, owners and timelines are defined.
- Improve governance, tracking, communication and cross-functional alignment.
- Create the operational capability required to deliver Club-first offers, targeted value and personalised promotions at scale.
- Help embed Loyalty as a business-wide growth engine, not just a CRM mechanic.
- Work closely with Customer Care and research and insight teams to understand challenges/ friction points/ issues that need to be addressed.
- Ensure legal compliance and governance is adhered to.
- Drive operational improvement and efficiencies.
- Align with Digital Product Team to ensure new features are utilised and any new requirements are defined.
- Own day-to-day prioritisation and delivery tracking of Club initiatives.
- Act as the central coordination point for all Club activity across functions.
- Identify delivery risks, dependencies, and blockers, escalating where required.
- Support the embedding of test-and-learn approaches within CRM and loyalty execution.
Requirements
- Proven experience in CRM, Loyalty or Customer Operations roles, ideally within retail or high-frequency ecommerce.
- Strong understanding of loyalty programme operations – including campaign execution, promotional mechanics, and member journeys.
- Experience working with CRM platforms (e.g.Emarsys, Salesforce Marketing Cloud) and supporting lifecycle campaigns (email, push, app, SMS).
- Demonstrable experience in translating strategy into executable plans, with clear delivery tracking and governance.
- Ability to manage cross-functional delivery across Trading, Marketing, Ecommerce, Retail and Product teams.
- Strong operational and organisational skills – able to prioritise multiple workstreams and deliver at pace.
- Experience working with data and insight teams to identify issues, opportunities and performance drivers.
- Comfortable working with Digital Product & Tech teams to support feature rollouts and define business requirements.
- Strong attention to detail with a focus on process improvement, governance and operational efficiency.
- Commercial awareness – understanding how CRM and loyalty activity contributes to engagement, frequency and revenue.
Skills
- CRM
- Loyalty
- Customer Operations
- Campaign Execution
- Promotional Mechanics
- Member Journeys
- CRM Platforms (Emarsys, Salesforce Marketing Cloud)
- Lifecycle Campaigns (email, push, app, SMS)
- Strategy Translation
- Delivery Tracking
- Governance
- Cross-functional Delivery
- Operational Skills
- Organisational Skills
- Data Analysis
- Insight Generation
- Digital Product Management
- Tech Team Collaboration
- Business Requirements Definition
- Attention to Detail
- Process Improvement
- Operational Efficiency
- Commercial Awareness
Location
- UK
Work Type
- Full-time
Experience Level
- Senior
Benefits
- 40% staff discount plus friends & family discounts throughout the year
- Access to our reward platform for external discount and offers
- Private pension scheme
- Profit related bonus scheme
- Option to join our Healthcare Private Medical Scheme
- Virtual GP access for you and your children
- All employees are covered by our life assurance policy from day one
- Unlock extra leave with our buy more holiday scheme.
- Enjoy an extra paid day off on your birthday each year
- Enhanced maternity, paternity and adoption leave, and shared parental leave (eligible after 2 years service)
- Interest-free season ticket loans
- Cycle2Work scheme
About the Company
- We’re the feel-good fashion brand making style accessible and fun for over 55 years, on our website, mobile app and over 300 stores in the UK.
- By living our values - we play to win, customer obsessed, we are one and it starts with me - we deliver That New Look Feeling for our customers and each other.
- We care about you and the planet and believe fashion should be a force for positive change.
- We celebrate inclusion and diversity in everything we do.
- We’re proud of our inclusive culture and our talented team members who embrace our shared purpose, behaviours and values.
- We prioritise development, offering training to support your progression, so you can be your absolute best and achieve your goals.
- We pride ourselves on being a flexible employer, our colleagues work a range of patterns. If you have a specific pattern in mind, we're keen to discuss this with you in line with the output needed for the role.
Equal Opportunity
- We celebrate inclusion and diversity in everything we do.