Loyalty CRM Executive 9/10 month Maternity cover

London  |  Head Office

Role Type
Fixed Term Contract
Salary Overview
Competitive Basic Salary and Excellent Benefits
Competitive Salary
Expiry Date


The CRM Loyalty Executive will be responsible for supporting the Global Loyalty Manager in overseeing the day-to-day delivery of the Harvey Nichols customer loyalty program.

The role will sit within the digital team within the ecommerce department and work closely with CRM, Marketing, Editorial and Customer Service teams to drive customer loyalty, communication, and positioning of the brand in alignment with a seasonal marketing calendar.

What you'll be doing:

  • Work closely with the Global Loyalty Manager to deliver the Harvey Nichols loyalty program in a way that is unique and differentiated in the market.
  • Working closely with the Global Loyalty Manager and Group CRM Manager to ensure we deliver a compelling contact strategy to increase customer engagement.
  • Work closely with multiple stakeholders across the business to define and own the loyalty promotional calendar and ensure it’s executed to the highest possible standard. 
  • To manage all promotional channels used for Rewards communications including, in app banners, push notifications and in app content.
  • Managing creative and operational briefs to ensure all relevant digital and physical assets (in line with brand guidelines) are created for the loyalty program initiatives.
  • To support the Marketing team with upcoming marketing campaigns and promotional periods
  • To manage the Rewards marketing calendar to ensure delivery of compelling campaigns.
  • Manage the seasonal calendar for promotion of benefits.
  • Must manage the optimisation of key Rewards trading promotions, events and analyse and report on their performance.
  • Work closely with stakeholders at the L&D, stores, and operations to ensure that staff across the business are fully briefed and aligned with what the programme offerings are and how they’ll impact their areas of the business.
  • To utilise Salesforce Marketing Cloud, Taxi, and the loyalty platforms to manage and analyse the performance of loyalty campaigns and initiatives.
  • To build a strategy to drive loyalty customers to increase trade at key times of year.
  • To be able to interpret data and key trends to improve the Rewards by Harvey Nichols offering
  • Monitor competitor campaigns within the market and inform our promotions strategy accordingly.
  • Proactively seeking out relevant partnership opportunities to drive member acquisition and activation and oversee the flawless execution of these activations. 
  • Continue to manage VIP discounts as an interim solution with a view that this will be removed with additional resource.

About your experience:

  • Bachelor’s degree: Marketing or related (or equivalent experience).
  • Previous related Marketing, Digital, Loyalty and/or CRM experience with demonstrated success in the role.
  • Salesforce Marketing Cloud experience is essential
  • A strong analytics background using Google Analytics in desired
  • Experience executing successful marketing campaigns.
  • Luxury experience desired.
  • A strong background in mobile and app marketing desired. 
  • A working knowledge of Enactor, Magento and Taxi is desired.

A bit about you:

  • Excellent time management skills, with the ability to work to tight deadlines in a fast-paced environment.
  • Very good 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.
  • Strong analytical skills. 

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:

Flexible working
Very generous staff discount plus annual clothing allowance


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