Customer Loyalty Team Leader

About the role

The Customer Loyalty Team Leader will own the design and execution of retention programmes that keep customers engaged and renewing their contracts. Reporting to senior management, you will lead a small, agile team and work closely with brand and marketing colleagues to deliver data‑driven, multi‑channel campaigns that drive measurable commercial impact.

Key responsibilities

• Lead, coach and develop a high‑performing customer loyalty team.
• Plan and deliver targeted retention campaigns across email, SMS and telephone.
• Drive renewal activity through effective lifecycle marketing.
• Collaborate with internal brand and marketing teams to ensure communications align with brand guidelines.
• Manage customer databases, segmentation and CRM activity.
• Maintain GDPR compliance for all data and communications.
• Analyse campaign performance, produce ROI reports and present insights to senior management.
• Identify opportunities to improve customer journeys, processes and campaign effectiveness.
• Build strong relationships with key internal and external stakeholders.
• Support continuous‑improvement initiatives across the department.

Required profile

• Proactive, commercially focused professional who enjoys taking ownership.
• Comfortable motivating a team and analysing campaign performance.
• Previous experience leading or managing people in a marketing or customer‑engagement context.
• Demonstrated success delivering customer retention or loyalty programmes.
• Strong understanding of data‑driven marketing and lifecycle management.
• Ability to thrive in a fast‑paced environment and make decisions that impact business outcomes.

Required skills

• CRM data management.
• Multi‑channel campaign execution (email, SMS, telephone).
• GDPR compliance.
• Data analysis and ROI reporting.