Overview
CRM Loyalty Manager – 9 month FTC – Partnerships – London, Greater London
Everyone is welcome at M&S. No exceptions. It’s your background, abilities and differences that make you, uniquely you. And when you’re part of M&S, that individuality has the potential to make waves.
Summary
We’re looking for a loyalty campaign manager to join our Sparks loyalty team. You will be defining and overseeing the delivery of relevant, personalised, and exciting campaigns and communications that our M&S customers will grow to love.
Whilst you could be working across the breadth of the loyalty campaign portfolio – including our trading activities, brand campaigns, or clubs- we’re particularly looking for someone with a passion for, and experience in, working with loyalty partners and delivering collaborative marketing campaigns.
All the details
We’re looking for a loyalty campaign manager to join our Sparks loyalty team. You will be defining and overseeing the delivery of relevant, personalised, and exciting campaigns and communications that our M&S customers will grow to love.
Whilst you could be working across the breadth of the loyalty campaign portfolio – including our trading activities, brand campaigns, or clubs- we’re particularly looking for someone with a passion for, and experience in, working with loyalty partners and delivering collaborative marketing campaigns.
You could be managing the end to end delivery yourself – or working closely with our BU marketing teams. You’ll work across multiple channels to deliver world class relevant and rewarding loyalty communications. Delivering incremental value for the business, our members and our partners, and delivering a step change in how we reward our more valuable customers.
To stay close to customers, our support teams are in the office three days a week as we believe that skills are developed through collaboration, and that spending time together makes us more creative and connected.
This role is a 9 month FTC maternity cover contract
What’s in it for you
Being a part of M&S is exactly that – playing your part to bring the magic of M&S to our customers every day. We’re an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever, and however they want to shop with us.
Here are some of the benefits we offer that make working for M&S just that little bit more special…
- After completing your probationary period, you’ll receive 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
- Competitive holiday entitlement with the potential to buy extra holiday days!
- Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
- A generous Defined Contribution Pension Scheme and Life Assurance.
- A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
- Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
- Industry-leading parental, adoption, and neonatal policies, providing support and flexibility for your family.
- Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
- A charity volunteer day to support a charity or cause you’re passionate about through a dedicated day away from work.
What you’ll do
- Develop and execute the partner marketing plan across multiple channels – working with partners across a range of industries
- Onboard new partners – working closely with the proposition lead – to support in contract negotiations, including customer benefits, commissions, commercial terms and marketing coverage.
- Gain a deep understanding of partners business models and objectives and co- create mutually beneficial campaigns
- Design new promotions and customer campaigns with partners and BAU teams – creating customised marketing proposals.
- Build and maintain strong trusted relationships with partner brands
- Manage feedback and sign offs across internal stakeholders and partners in a timely and efficient way.
- Produce creative assets including videos, presentations, ATL, online and instore assets
- Collaborate with other marketing teams across M&S to bring the loyalty proposition, partners, benefits and campaign moments to life across touchpoints, channels and activities.
- Ensure all customer communications align to our M&S and Sparks brand standards, and are reflective of communications standards . Work closely with wider marketing teams to ensure adherence to overall loyalty communications strategy, and brand look and feel.
- Optimise all campaigns against key performance metrics. Embody a continuous improvement approach, continually evolving activity to ensure the best outcomes
- Ensure all activity is delivered on time, to budget, or appropriate risks and mitigations have been communicated
- Be mindful of key loyalty and communications trends from competitors, and outside the retail industry, and make recommendations as to how these can be adopted in our communications
- Find ways of improving executional efficiency across the team, and work with relevant teams eg. Product and Automation to implement
- Maintain positive relationships with our delivery partners (data, creative, development agencies etc.)
Who you are
- Proven experience of managing successful strategic marketing partnerships
- Multichannel marketer – experience across digital, media, instore, CRM and events/PR
- Campaign Management/ Project Management experience.
- Customer centric, with a good degree of commerciality
- Retail/ Loyalty experience
- Experience in agency management
- Data literate and analytical – able to monitor and analyse in campaign and post campaign performance – working closely with out analytics team
Desirable
- Experience in a breadth of industries – ideally working with partners. Should ideally include regulated industries e.g. Financial Services, as well as Travel, Entertainment etc
- Hands on CRM experience – including experience with SFMC or similar ESPs
Everyone’s welcome
We are ambitious about the future of retail. We’re disrupting, innovating, and leading the industry into a more conscientious, inspiring digital era. We’re transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted, and admired by our colleagues, customers, and suppliers. Join us and make change happen.
We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.
If you feel you’d benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
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