Loyalty and CRM Manager

Chiswick, West London  |  Head Office

Role Type
Salary Overview
Competitive Basic Salary and Excellent Benefits
Competitive Salary
Expiry Date


The Loyalty Contractor will be responsible for supporting the Loyalty Manager in overseeing the day-to-day delivery of the Harvey Nichols customer loyalty and CRM program. The Loyalty Contractor will also be responsible for supporting the CRM team in building out customer journeys in Marketing Cloud, particularly those in relation to the Loyalty Programme. The role sits within the CRM and Digital team within the marketing department and work closely with Marketing, Editorial and Customer Service teams to drive our loyalty, communication and positioning of the brand in alignment with a seasonal marketing calendar.

What you will be doing:

  • Supporting the Loyalty Manager and Loyalty & VIP Assistant in quality-assuring loyalty briefs and assets ensuring they are in line with guidelines and speak appropriately to the customer
  • Supporting marketing teams in the briefing of all marketing assets (in line with brand guidelines) for the loyalty program.
  • Support the Loyalty Manager and Loyalty & VIP Assistant in the development and delivery of Rewards and Benefits, from a technical and operational perspective
  • Support the Loyalty Manager and Loyalty & VIP Assistant in the strategy and operations of surprise & delight campaigns
  • Support the Loyalty Manager and Loyalty & VIP Assistant in managing multiple internal and external stakeholders in the delivery of unique reward offerings and to ensure all stakeholders are fully briefed in a timely, effective and efficient manner when and where necessary
  • Support the Loyalty Manager in managing the Loyalty & VIP Assistant, ensuring the team member is briefed sufficiently & has the resources and tools needed to deliver the day-to-day.
  • Support the Loyalty & VIP assistant in the day-to-day deliverables of the current loyalty programme including but not exclusively Benefits and quarterly rewards
  • To support the Loyalty manager in building a strategy to drive loyalty customers to increase trade at key times of year and help execute loyalty specific promotions. 
  • Support the Loyalty Manager and the Group CRM Manager to manage loyalty annual budgets.
  • To be able to pull together analysis and interpret data and key trends to improve the Rewards by Harvey Nichols offering.
  • Support the Customer services team in any Rewards related queries or issues that need to be raised to the IT department
  • Supporting the Loyalty Manager in tactical projects to increase awareness and exposure of current loyalty programme
  • Facilitate conversations between head office and the VIP store teams in queries and the creation of VIP.  
  • Supporting the Loyalty manager and Loyalty & VIP assistant with the push channel: operationally and strategically
  • Support the Loyalty manager and Loyalty & VIP assistant in managing the front-end and back-end of the Rewards by Harvey Nichols app
  • Support communications between all stakeholders keeping them well-informed where and when needed

A bit about your experience:

  • Bachelor Degree: Marketing or related (or equivalent experience).
  • Significant related Marketing, Digital and/or CRM experience with demonstrated success in the role.
  • Experience executing successful marketing campaigns.
  • Luxury and retail experience desirable.
  • Salesforce Marketing Cloud experience essential

A bit about you:

  • Excellent time management skills, with the ability to work to tight deadlines in a fast-paced environment.
  • Comfortable with reporting, use of Microsoft Office suite and internal business systems
  • Strong attention to detail.
  • A passion for fashion.
  • Demonstrate passion for the customer.
  • Ability to work in collaboration with various stakeholders.
  • Proactive, self-starter and a team player.
  • Be able to think mobile first.
  • Previous experience in product management desirable

All your hard work, rewarded:

Our colleagues are as important to us as our customers. When working with us you will be introduced to a huge variety of benefits including:

Very generous staff discount with up to 60% off Fashion and 30% off Beauty 
Heavily subsidised travelcard zones 1-6 following probationary period 
Seasonal staff parties and team events

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