Loyalty Manager

At Eurostar we’re busy making Europe’s most loved travel experience better than ever. Join us and you’ll be part of a dynamic, connected, cosmopolitan team that feels at home in four countries and shares the same goal – to create an experience for our passengers that’s always truly exceptional. Do you want to be part of this journey?

An opportunity has arisen to join the CRM & Loyalty Team as Loyalty Manager. The CRM and Loyalty Team retain and acquire loyalty customers and generate customer engagement through the development of an outstanding loyalty proposition. As Loyalty Manager, you will develop and execute a comprehensive loyalty program strategy that aligns with the Eurostar’s Commercial goals in order to increase customer retention metrics and drive revenue growth through the loyalty proposition.

Find out about our current loyalty programme here: https://www.eurostar.com/uk-en/club-eurostar

Internal use only: This is a Grade E role, Travel Level 3 and can be based in London, Brussels or Paris.

We’re looking for someone to:

• Develop and execute a comprehensive loyalty program strategy that aligns with the company’s business goals and increase customer retention metrics , resulting in increased revenue growth and enhanced customer experience
• Oversee the day to day running of the Rewards programme and report monthly on the evolution of the programme and key KPI’s to senior management
• Design and deliver the customer, business and digital transformation across loyalty programme
• Monitor and manage the budget and contracts related to the loyalty program
• Be a change agent in the company developing best practices for all customer centric initiatives and championing loyalty within the business
• Analyse customer data and metrics in order to identify areas for improvement and optimize the loyalty program to increase engagement and retention
• Provide regular reporting on program performance to enhance a driven loyalty program strategy
• Manage current partnership relations and ensure the legal obligations in the contracts are met
• Find and negotiate new partnerships to develop the loyalty programme
• Create, Manage and implement the communication plans in order to promote the loyalty program to customers and internal stakeholders
• Oversee the CRM retention communication programme managed by the Loyalty Operations manager in order to increase our customer acquisition and retention metrics
• Create and execute effective communication plans to promote the loyalty program to customers and internal stakeholders
• Understand and advise on key customer journeys to optimise acquisition and retention
• Be line manager for one direct report; provide delegation, support including 121s and performance reviews.

Requirements

You’ll need:

• A degree in marketing, business, strategy or related fields or equivalent work-based experience
• Significant experience in a similar loyalty programme role
• Excellent understanding of analytics and data
• Advanced skills in marketing and strategy
• Strong understanding and experience in loyalty programmes

Benefits

• Travel benefits for work and play
• A great pension
• Exclusive discounts and perks

If you feel like your skills and experience are relevant for the role, please don’t hesitate to apply!

Eurostar is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

Apply for this job