Customer Lifecycle and Loyalty specialist

About the role

We are seeking a Customer Lifecycle and Loyalty specialist to join a global luxury retail brand on a 12‑month fixed‑term contract. Reporting to the CRM Manager, you will shape and optimise the end‑to‑end customer journey and loyalty programme to boost retention, engagement and lifetime value.

Key responsibilities

• Develop and continuously improve the customer lifecycle strategy covering onboarding, engagement, retention, reactivation and loyalty.
• Design, launch and manage the loyalty and rewards programme, measuring impact on retention, purchase frequency and CLV.
• Use customer insights and behavioural analysis from the CRM & Customer Marketing team to inform journey design.
• Create targeted initiatives for new customers, repeat purchasers, VIPs and at‑risk segments.
• Collaborate with the Lifecycle & Automation Executive to implement segmentation logic in automated programmes.
• Work with the CRM/Email Specialist to deliver lifecycle messaging via email and push notifications.
• Monitor performance, produce regular reports on retention, repeat purchase, frequency and loyalty engagement.
• Identify testing opportunities and run experiments to optimise journeys.

Required profile

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

Required skills

• Klaviyo