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H&B has one of thelargest high street loyalty programs in the UK, with high participationratesacross store and digital.
The Head of Loyaltywill beresponsible in creating, developingandrelaunching a new loyalty program,deliveringH&B'slong termretentionand customer lifetimevaluestrategy. This will includebuilding a loyaltyframeworkthatcanworkacrossour 4 coremarketsandpotentiallyexpandfurtherinternationally.
The Role:
Key Responsibilities:
Strategy & Capability Building
- Deliverthe strategy toimproveloyalty, customer engagement and drive retentionandincreasedrevenue
- Developthe team tocreateandexecutetheloyaltyroadmap
- Manage the team budget
- Measureanddeliverimproved customer data capturesupportingourretentionandpersonalisationgoals
- Proactivelyinterpretandleverage research, competitorinsightsandloyalty data points toevolvetheloyaltypropositiondrivingimprovements in member engagement.
Stakeholder Management
- Act as a Loyalty expert andthoughtleader
- Workwith senior stakeholders in the digital, commercial, retail, technology, customer insights,andmarketing teamstoagreeanddeliverloyaltystrategy
- Workcloselywiththecustomer, digital andmarketing senior leadership teamtocreateintegrated marketing plans
- Partner with stakeholders on business modellingforinitiativesandtoprioritiseroadmapdeliverables.
Customer Programme Delivery
- Delivertheloyalty program for UK and Ireland, whilstdeveloping a globalloyaltyframework in collaborationwithourBenelux team – withplanstoexpandinternationally
- Customer account datagovernance
- Contributetowidergrowthandrevenuestrategies – incl. personalisation, retargeting, SCV platformetc
- Identifyanddeliverfuture customer programmes
- Developand support thetechroadmap
- External partnership strategies
Leadership
- Lead anddevelopa team of 5 – withpotentialforexpansion in thefuture Partner withexternalagencies/partner<