<p>For a quarter of a century, the Jellycat family have brought joy, wonder and playful fun to people of all ages, in every part of the world. Utterly original and in a class of their own, they are currently among the most loved and collected toys of their kind. How has this gentle tribe endeared themselves to so many? Perhaps it is their whimsical expressions. Or the deliciously soft fabrics. Or the beautiful way in which they sit in your hand. Whatever it is, there is something magical and unmistakeable about each one of them.</p><p><span>This role is DTC focused and sits within the global Digital Marketing function in the wider Ecommerce team. The Loyalty Executive will be responsible for supporting in the management and optimisation of our new customer rewards programme. This role requires a hands-on customer-centric marketer with a passion for enhancing customer engagement, driving customer loyalty, and delivering exceptional customer experiences. The successful candidate will support the Loyalty Manager and existing Loyalty Executive to ensure the rewards programme brings joy to customers while meeting our business goals and brand values.</span></p><p><strong>You'll be;</strong></p><p><span><strong>Working on Programme Management:</strong></span></p><ul><li><p><span>Managing the day to day operations of the new rewards programme, ensuring seamless customer experience.</span></p></li><li><p><span>Developing rewards and incentives that appeal to diverse customer segments globally.</span></p></li><li><p><span>Taking responsibility for monitoring and analysing programme performance, utilising data to propose improvements.</span></p></li><li><p><span>Supporting the management of the programme budget, ensuring cost-effectiveness and high ROI.</span></p></li><li><p><span>Developing rewards and incentives that appeal to diverse customer segments globally.</span></p></li></ul><p><span><strong>Working on Customer Engagement:</strong></span></p><ul><li><p><span>Implementing strategies to increase customer participation and engagement with the brand through the rewards programme.</span></p></li><li><p><span>Working with wider teams to create compelling campaigns that promote the programme and its benefits.</span></p></li><li><p><span>Ensuring consistent communication with customers through various channels, including email, SMS, social media, etc.</span></p></li><li><p><span>Ensuring reporting of these metrics is robust and used to inform the programme communications.</span></p></li></ul><p><span><strong>Working on Collaboration and Coordination:</strong></span></p><ul><li><p><span>Collaborating with cross-functional teams including wider ecommerce, marketing, product, IT, and customer service to ensure programme activity is integrated and aligned to overall marketing goals.</span></p></li><li><p><span>Coordinating with international teams to gather inputs for ways to continuously adapt the programme to local markets and cultures.</span></p></li></ul><p><span><strong>Working on Data Analysis and Reporting:</strong></span></p><ul><li><p><span>Tracking and analysing key performance indicators (KPIs) related to customer loyalty and programme effectiveness.</span></p></li><li><p><span>Supporting the Loyalty Manager to prepare regular reports for senior management, including assistance in providing insights and actionable recommendations for enhancements.</span></p></li><li><p><span>Utilising customer data to identify trends, opportunities, and areas for continuous improvement.</span></p></li></ul><p><span><strong>Working on Customer Experience Enhancement:</strong></span></p><ul><li><p><span>Developing initiatives to enhance the overall customer experience, strengthen customer relationships and build brand love.</span></p></li><li><p><span>Addressing customer feedback and concerns related to the programme in a timely and effective manner, working with Customer Service to ensure consistent tone of voice and responses.</span></p></li><li><p><span>Supporting the team in fostering a customer-centric culture.</span></p></li></ul><p><strong>You'll have;</strong></p><ul><li><p><span>Proven experience in working with loyalty programmes or customer engagement initiatives, preferably in the retail industry; global experience preferred.</span></p></li><li><p><span>A solid understanding of customer behaviour in retail, segmentation, and lifecycle management.</span></p></li><li><p><span>An analytical mind with the ability to support in decision-making.</span></p></li><li><p><span>Experience in using CRM software, loyalty programme platforms, and data analysis tools.</span></p></li><li><p><span>A minimum 3 years working experience in loyalty or retention.</span></p></li><li><p><span>Experience with Antavo, Playable, and Bloomreach is a bonus.</span></p></li><li><p><span>Excellent communication, project management and stakeholder management skills.</span></p></li><li><p><span>Strong attention to detail and the ability to work in a fast-paced environment.</span></p></li></ul>