Loyalty & Customer Growth Manager

Overview

In this role you will design and manage Farfetch’s CRM promotions and loyalty initiatives to boost engagement and repeat purchases while ensuring strong financial returns. You will work closely with Marketing, Analytics, Finance and Product to tailor offers across customer segments and channels. The role combines creative thinking with quantitative rigor to optimise promotion performance at scale. You’ll shape the annual rewards calendar and lead cross-functional execution to drive incremental revenue and lasting customer value.

Pay / Benefits

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

Responsibilities

• Design and manage the annual promotional and rewards calendar targeting diverse customer segments
• Oversee end-to-end go-to-market planning of promotions across channels (on-site, email, push) and report results
• Collaborate with customer analytics to define segments and personalise promotions for lifecycle timing and incrementality
• Manage budgeting and quarterly re-forecasting with analytics and finance to ensure ROI and key metrics
• Lead cross-functional optimisation initiatives across Analytics, CRM, creative, on-site experience and messaging
• Develop new offers and rewards concepts and test them to improve performance

Key requirements

• Experience managing promotions and rewards in a high-volume retailer with e-commerce presence
• Experience with test-and-learn approaches
• Strong quantitative and analytics skills with KPIs like LTV, ROI and Incrementality
• Proficiency in data analysis and BI tools (e.g. Looker) and Excel
• Excellent written and verbal communication with senior leadership
• Experience working in a complex, cross-functional environment
• Experience in people management and developing individuals

• Analytical mindset
• Cross-functional collaboration
• Strong communication
• Excel
• Looker
• BI tools

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