farfetch
Loyalty & Customer Growth Manager
- UK London, United Kingdom
- Full-time
- Posted
Skills
Job description
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
EQUAL OPPORTUNITIES STATEMENT & SCAM DISCLAIMER