Senior Program Manager Loyalty

Overview Our client is seeking an experienced Senior Program Manager to lead the next phase of growth for a strategic customer loyalty and engagement programme. This high-impact role requires a commercially minded leader who can combine customer insight, CRM expertise, digital innovation, and stakeholder engagement to drive increased customer loyalty, retention, and long-term value.
The successful candidate will develop the programme's long-term vision, identify growth opportunities, align business stakeholders, and ensure delivery of measurable business outcomes through close collaboration with marketing, commercial, digital, data, and technology teams.

Key Responsibilities

• Develop and execute a multi-year loyalty and customer engagement strategy and roadmap.
• Identify, evaluate, and implement new customer propositions and commercial opportunities.
• Align stakeholders across Marketing, Commercial, Digital, Data, Technology, and Leadership functions.
• Build business cases and provide recommendations on strategic investments and priorities.
• Define, monitor, and optimise key performance indicators, including:
  • Customer retention and churn
  • Engagement and participation
  • Customer lifetime value
  • Programme effectiveness
• Establish strong relationships with senior stakeholders and executive leadership.
• Drive cross-functional initiatives that support programme growth and customer value creation.
• Act as the business lead and strategic partner to Agile delivery teams responsible for digital implementation.
• Ensure strategic objectives are translated into actionable deliverables and measurable results.

Required Experience

• Minimum 8 years of experience in Loyalty, CRM, Customer Engagement, Customer Value Management, or a related field.
• Proven success in launching, scaling, or transforming loyalty programmes or customer value propositions.
• Strong commercial and marketing background within a B2C environment.
• Experience leading strategic programmes within complex organisations.
• Demonstrated ability to influence senior stakeholders and executive leadership teams.
• Strong experience developing business cases, strategic roadmaps, and investment proposals.
• Highly analytical and data-driven, with experience using customer insights and performance metrics to drive decision-making.
• Experience managing programme KPIs and performance measurement frameworks.

Preferred Experience

• Experience working within Agile environments.
• Background as a Product Owner or close collaboration with Product and Technology teams.
• Experience within one or more of the following sectors:
  • Energy & Utilities
  • Retail
  • Telecommunications
  • Financial Services

Key Skills & Competencies

• Strategic leadership and commercial thinking.
• Excellent stakeholder management and influencing skills.
• Strong communication, presentation, and facilitation capabilities.
• Ability to create alignment without formal authority.
• Entrepreneurial mindset with a focus on identifying and realising opportunities.
• Strong problem-solving and decision-making abilities.
• Ability to simplify complex issues and communicate concise recommendations.
• Highly self-aware, adaptable, and results-oriented.

Ideal Candidate

You are an experienced loyalty, CRM, or customer engagement leader who has successfully grown customer programmes and delivered measurable commercial impact. You are comfortable operating at both strategic and operational levels, influencing senior leaders, and bringing together diverse teams to achieve shared objectives.

Essential Requirement

• Loyalty Programmes
• CRM
• Customer Engagement
• Customer Value Management
• Roadmap Development
• Stakeholder Management
• Business Case Development
• Customer Retention
• Digital Transformation

Desirable

• Energy & Utilities
• Product Ownership
• Agile Delivery
• Commercial Strategy
• Customer Experience (CX)