Loyalty & Customer Growth Manager

WHAT YOU'LL DO

Design and manage a comprehensive annual promotional and rewards calendar (e.g., discounts, spend and saves, credit cashback, loyalty rewards) targeted specifically at a variety of customer segments (e.g. low purchase intent, inactive, high-value)

Oversee the entire go to market planning of a promotion, from initial concept, modelling/sizing and creative brief through execution across all channels (e.g. promo setup, testing setup, on-site messaging, email, push) and final reporting

Work with customer analytics to define and refine customer segments, ensuring promotions are highly personalised and targeted at the optimal time in their lifecycle to drive incrementality

Manage the annual budgeting and quarterly re-forecast process, working with customer analytics and finance to ensure both reporting and prediction frameworks are robust, focused on key metrics including promotional usage, incremental revenue and ROI

Lead the ideation and cross-functional execution of optimisation plans across Analytics, CRM, creative, on-site experience and messaging, as well as brand new offers and rewards to be tested

WHO YOU ARE

Experience managing promotions and rewards, preferably within a high volume retailer with strong e-commerce presence

Experience of managing test and learn approaches

Strong quantitative and analytical skills with a deep understanding of KPIs like LTV (Lifetime Value), ROI (Return on Investment) and Incrementality.

Proficient in analysing data; comfort with Excel & BI tools (e.g. Looker) is highly preferred

Excellent written and verbal communication skills, with the ability to articulate complex analysis and present actionable recommendations to senior leadership

Experience in a complex, cross-functional environment.

Experience of management and developing individuals

REWARDS & BENEFITS

Employee Pension Scheme
Flexible Benefits Program
Health Insurance & Critical Illness cover
Flexible work environment (3 days a week in office, 2 days WFH)

EQUAL OPPORTUNITIES STATEMENT & SCAM DISCLAIMER

EQUAL OPPORTUNITIES STATEMENT- Farfetch is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. 
SCAM DISCLAIMER- It has come to our attention that there may be fraudulent activities involving individuals or organizations falsely claiming to represent Farfetch in order to attract candidates to a SCAM. Please be aware that Farfetch does not conduct recruitment processes through messaging apps or any unofficial communication channels, other than our official careers website. Additionally, Farfetch will never ask candidates for any form of payment during the recruitment process.