TYP Validated Opportunities

**Customer Loyalty & Engagement Manager** The Customer Loyalty & Engagement Manager will lead the development and delivery of the company's loyalty and engagement strategy, creating meaningful customer experiences through rewards, partnerships, events and engagement initiatives. Working closely with Marketing, Digital, Commercial and Customer teams, the role will drive customer retention, engagement and lifetime value across residential and B2B segments. ### Key Responsibilities **Loyalty Strategy & Programme Development** * Develop and evolve customer loyalty and engagement programmes across residential and B2B customers. * Lead the relaunch and ongoing enhancement of the residential rewards programme. * Design and manage end-to-end loyalty initiatives, from proposition development through to implementation and optimisation. * Identify opportunities to improve retention, engagement and customer value. * Ensure loyalty activity supports wider commercial and marketing objectives. **Customer Engagement & Experience** * Deliver customer engagement initiatives that create relevant, value-led interactions. * Develop engagement plans across key customer lifecycle moments. * Support the development and management of the customer NPS programme. * Analyse customer feedback and insight to identify improvement opportunities and reduce churn. * Enhance customer experience and strengthen brand perception. **Rewards, Partnerships & Activation** * Develop and manage rewards, offers and partnership initiatives that deliver customer value. * Establish strategic partnerships that strengthen the loyalty proposition. * Lead customer-facing events, webinars, briefings and engagement activities across residential and B2B segments. * Ensure all initiatives are commercially aligned, effectively executed and reflective of brand standards. **Performance & Continuous Improvement** * Define and track KPIs for loyalty and engagement programmes. * Measure impact on retention, engagement, customer satisfaction and lifetime value. * Use customer insights and performance data to optimise programme effectiveness and identify growth opportunities. **Collaboration & Governance** * Work closely with Marketing, Digital, Commercial and Customer teams to deliver a joined-up customer engagement strategy. * Ensure consistency across customer touchpoints and communications. * Maintain compliance with brand guidelines, regulatory requirements and industry best practice. * Stay informed of emerging trends in loyalty, engagement and customer experience. ### Key Performance Indicators * Customer retention and engagement. * Loyalty programme participation and utilisation. * Customer lifetime value. * Customer satisfaction and NPS performance. * Effectiveness of engagement initiatives and events. * Compliance with brand and regulatory standards. ### Ideal Candidate Profile The ideal candidate will have 5+ years' experience in customer loyalty, engagement, CRM or customer marketing, with a proven track record of developing and managing loyalty or rewards programmes from strategy through to delivery and optimisation. They will possess a strong understanding of customer behaviour, retention and lifetime value, alongside experience developing customer value propositions, rewards programmes, partnerships and engagement initiatives. Strong analytical, communication and stakeholder management skills are essential, with the ability to collaborate effectively across marketing, commercial, digital, IT and customer teams. Experience within utilities, telecommunications, financial services or other subscription-based industries would be advantageous. The successful candidate will be commercially minded, customer focused and passionate about delivering measurable improvements in customer engagement, loyalty and experience. A relevant third-level qualification is required; a master's degree is desirable.