Senior Loyalty Manager

Job description

As one of the Best Big Companies to Work For, we have a rich history of loving our customers and looking after our teams.

We understand that success is achieved through our people, and we are searching for a Senior Loyalty Manager to join our growing business.

 

Purpose of the role:

The Senior Loyalty Manager is accountable for defining and leading Iceland Foods’ online loyalty strategy, driving customer retention, frequency and lifetime value. This role owns the end-to-end online loyalty proposition, ensuring it delivers tangible commercial growth, deepens customer relationships and differentiates Iceland’s online offer in a highly competitive grocery market.

Key Responsibilities:

Online Loyalty Strategy & Proposition

·  Define and own the online loyalty vision and roadmap for Iceland
·  Lead the evolution of the loyalty proposition
·  Ensure the loyalty offer is distinctive and commercially viable
·  Translate business strategy into clear loyalty priorities

Commercial Ownership & Performance

·  Own loyalty performance including retention, frequency and CLV
·  Manage loyalty business cases and forecasting
·  Identify incremental revenue and margin opportunities
·  Optimise programme economics through test-and-learn

Ecommerce & Customer Experience

·  Embed loyalty across online customer journeys
·  Work with CRO, UX and product teams
·  Use loyalty to support wider ecommerce growth initiatives

Data, Insight & Personalisation

·  Leverage first-party data for segmentation and targeting
·  Partner with CRM and insight teams
·  Champion experimentation and data-led decisions

Cross-Functional Leadership

·  Act as the senior loyalty lead across the business
·  Influence senior stakeholders
·  Manage technology partners and suppliers

 

Skills & Experience

Essential

·  Extensive experience managing a loyalty proposition.
·  Strong commercial and analytical capability
·  Deep understanding of ecommerce customer journeys
·  Experience influencing senior stakeholders

Desirable

·  Grocery or FMCG ecommerce experience
·  Experience launching or transforming loyalty programmes
·  Knowledge of CRM and loyalty platforms

What Success Looks Like

·  Improved customer retention, frequency and lifetime value across online and instore.
·  Clear commercial ROI from loyalty initiatives
·  Loyalty embedded across the customer journey
·  Strong internal alignment around loyalty as a growth lever

 

Benefits and rewards:

Best Place to Work 2026

 

Supportive and collaborative team

 

Healthcare and cash back plans

 

15% discount in our stores and 30% discount in our group restaurants

 

️ Partner discounts

 

Subsidised on site restaurant and Costa (Head Office)

 

Mental, physical and financial wellbeing support