Job Description As one of the Best Big Companies to Work For, we have a rich history of loving our customers and looking after our teams. n We understand that success is achieved through our people, and we are searching for a Senior Loyalty Manager to join our growing business. n Purpose of the role: n The Senior Loyalty Manager is accountable for defining and leading Iceland Foods’ online loyalty strategy, driving customer retention, frequency and lifetime value. This role owns the end-to-end online loyalty proposition, ensuring it delivers tangible commercial growth, deepens customer relationships and differentiates Iceland’s online offer in a highly competitive grocery market. Key Responsibilities: Online Loyalty Strategy & Proposition n n Define and own the online loyalty vision and roadmap for Iceland n Lead the evolution of the loyalty proposition n Ensure the loyalty offer is distinctive and commercially viable n Translate business strategy into clear loyalty priorities n Commercial Ownership & Performance n n Own loyalty performance including retention, frequency and CLV n Manage loyalty business cases and forecasting n Identify incremental revenue and margin opportunities n Optimise programme economics through test-and-learn n Ecommerce & Customer Experience n n Embed loyalty across online customer journeys n Work with CRO, UX and product teams n Use loyalty to support wider ecommerce growth initiatives n Data, Insight & Personalisation n n Leverage first-party data for segmentation and targeting n Partner with CRM and insight teams n Champion experimentation and data-led decisions n Cross-Functional Leadership n n Act as the senior loyalty lead across the business n Influence senior stakeholders n Manage technology partners and suppliers n Skills & Experience Essential n n Extensive experience managing a loyalty proposition. n Strong commercial and analytical capability n Deep understanding of ecommerce customer journeys n Experience influencing senior stakeholders n Desirable n n Grocery or FMCG ecommerce experience n Experience launching or transforming loyalty programmes n Knowledge of CRM and loyalty platforms n What Success Looks Like n n Improved customer retention, frequency and lifetime value across online and instore. n Clear commercial ROI from loyalty initiatives n Loyalty embedded across the customer journey n Strong internal alignment around loyalty as a growth lever n n Benefits and rewards: n ?? Best Place to Work 2026 n ?? Supportive and collaborative team n ?? Healthcare and cash back plans n ?? 15% discount in our stores and 50% Big Table Discount n ??? Partner discounts n n JBRP1_UKTJ
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