Senior Loyalty Manager

As one of the Best Big Companies to Work For, we have a rich history of loving our customers and looking after our teams.

We understand that success is achieved through our people, and we are searching for a Senior Loyalty Manager to join our growing business.

Purpose of the role:

The Senior Loyalty Manager is accountable for defining and leading Iceland Foods' online loyalty strategy, driving customer retention, frequency and lifetime value. This role owns the end-to-end online loyalty proposition, ensuring it delivers tangible commercial growth, deepens customer relationships and differentiates Iceland's online offer in a highly competitive grocery market.

Key Responsibilities:
Online Loyalty Strategy & Proposition

• Define and own the online loyalty vision and roadmap for Iceland


• Lead the evolution of the loyalty proposition


• Ensure the loyalty offer is distinctive and commercially viable


• Translate business strategy into clear loyalty priorities

Commercial Ownership & Performance

• Own loyalty performance including retention, frequency and CLV


• Manage loyalty business cases and forecasting


• Identify incremental revenue and margin opportunities


• Optimise programme economics through test-and-learn

Ecommerce & Customer Experience

• Embed loyalty across online customer journeys


• Work with CRO, UX and product teams


• Use loyalty to support wider ecommerce growth initiatives

Data, Insight & Personalisation

• Leverage first-party data for segmentation and targeting


• Partner with CRM and insight teams


• Champion experimentation and data led decisions

Cross-Functional Leadership

• Act as the senior loyalty lead across the business


• Influence senior stakeholders


• Manage technology partners and suppliers

Skills & Experience
Essential

• Extensive experience managing a loyalty proposition.


• Strong commercial and analytical capability


• Deep understanding of ecommerce customer journeys


• Experience influencing senior stakeholders

Desirable

• Grocery or FMCG ecommerce experience


• Experience launching or transforming loyalty programmes


• Knowledge of CRM and loyalty platforms

What Success Looks Like

• Improved customer retention, frequency and lifetime value across online and instore.


• Clear commercial ROI from loyalty initiatives


• Loyalty embedded across the customer journey


• Strong internal alignment around loyalty as a growth lever

Benefits and rewards:

Best Place to Work 2026

Supportive and collaborative team

Healthcare and cash back plans

15% discount in our stores and 30% discount in our group restaurants

Partner discounts

Subsidised on site restaurant and Costa (Head Office)

Mental, physical and financial wellbeing support