Customer Lifecycle and Loyalty Specialist

About the role

This 12‑month fixed‑term position reports to the CRM Manager and focuses on developing and optimising the customer lifecycle and loyalty programme for a global luxury retail brand. The role blends analytical insight with strategic planning to boost retention, engagement and long‑term value.

Key responsibilities

• Design, implement and continuously improve the end‑to‑end customer lifecycle strategy covering onboarding, engagement, retention, reactivation and loyalty.
• Create and manage a loyalty and rewards programme that drives measurable improvements in repeat purchase frequency and customer lifetime value.
• Leverage customer insights and behavioural analysis from the CRM & Customer Marketing team to shape lifecycle journeys and loyalty engagement tactics.
• Develop targeted initiatives for key segments such as new customers, repeat purchasers, VIPs and at‑risk customers.
• Collaborate with the Lifecycle & Automation Executive to ensure accurate segmentation and automated journey execution.
• Work with the CRM/Email Specialist to deliver lifecycle messaging across email and push channels.
• Monitor performance metrics, produce regular reports and identify testing opportunities to optimise outcomes.

Required profile

• Proven experience in CRM, lifecycle marketing or loyalty strategy within e‑commerce.
• Strong analytical mindset with the ability to translate data into actionable strategies.
• Excellent stakeholder management and collaboration skills.
• Full UK driver’s licence and access to a car (required for occasional travel).

Required skills

• Klaviyo (highly desirable)