Senior Loyalty Manager Lookfantastic

We are THG, a global ecommerce group on a mission to be the global online leader in beauty and sports nutrition.

Our portfolio of leading retailers and brands such as LOOKFANTASTIC, Myprotein, ESPA, Perricone MD, and Cult Beauty form our two core businesses: THG Beauty and THG Nutrition.

From Manchester to New York, we're powered by a team of over 2500 people who work together, lead by example, and think BIG.

With us, you'll go further, faster. What are you waiting for?

Life at THG Beauty

We know that beauty isn't one-size-fits-all. Our portfolio of leading retailers and iconic beauty brands caters to everyone, everywhere, empowering customers all over the world to look and feel fantastic.

By combining our portfolio of owned brands with a marketplace for over 1,300 third-party beauty brands through online retail sites LOOKFANTASTIC, Cult Beauty, and Dermstore, THG Beauty's ambition is to be the global digital partner of choice across the beauty industry, supporting the channel shift to online.

THG Beauty's breadth of relationships is unique to the beauty market; it engages with brands as a retailer, a brand owner, and a product developer and manufacturer, making it the industry's digital strategic leader.

Why be a Senior Loyalty Manager at Lookfantastic?

LF Beauty Plus+ was launched in October 2022 and now has more than 3.5million members.

We are looking for a highly motivated and strategic Senior Loyalty Manager to join our team. They will play a pivotal role in driving the strategy, performance and ongoing optimisation of the LF Beauty Plus+ loyalty programme, with the goal of driving more lifetime value and delivering a brilliant experience to customers. This will be a high impact role with senior stakeholder engagement, reporting into the Head of Retention for Lookfantastic. The ideal candidate will be adept at balancing high-level strategy with hands on execution, leveraging insights to inform key decisions.

As the Senior Loyalty Manager, you'll:

• Define the strategic direction of the loyalty programme in partnership with the Head of Retention.
• Lead and develop the loyalty team to deliver the programme vision, plans, and KPIs.
• Own the global development of loyalty benefits, communications, and community engagement to ensure a consistent customer experience.
• Translate strategy into actionable plans that drive participation, engagement, and revenue for LF Beauty Plus+. Lead programme expansion by proposing new regions, building business cases, and aligning with key stakeholders.
• Manage the loyalty partner proposition, supporting Buying and Retail Media to drive partner growth.
• Develop and maintain a robust reporting framework, monitor KPIs, and provide regular performance updates to senior leaders.
• Ensure continuous optimisation across tech capabilities, customer journeys, and cross-functional integration of loyalty initiatives.

What skills and experience do I need for this role?

• Proven experience of defining and delivering loyalty programme strategies, ideally within a retail business.
• Data confident, with an ability to pull out key insights from multiple data sets and tell a clear story with the data, alongside identifying appropriate actions as a result.
• Experience working in a cross-functional role collaborating with multiple teams in different functions.
• Strong communication skills - comfortable liaising with, and presenting to, stakeholders at various organisational levels.
• Ability to demonstrate both a customer first and commercial mindset.
• Insight driven with strong analytical skills and knowledge of analytics software (e.g. Tableau, GA).
• Able to work within a fast paced environment and able to continually adapt whilst remaining true to the overall vision.

What's in it for me?

• Access bespoke development programmes that have been designed and developed by our in house L&D team.
• Continued development through our upskilling programme that is delivered in partnership with an industry leading training provider.

Enhanced Leave

• 25 days annual leave plus bank holidays.
• Don't want to work on your birthday? We don't either! Enjoy your day off on us!
• Enhanced maternity and paternity pay, depending on length of service.
• Up to 10 days compassionate leave.
• Buy back up to 3 days each year.
• Access face to face and virtual appointments with our in house GP.
  
• Access our 24 7 Employee Assistance Programme (EAP) which is provided by Bupa.
• State of the art on site gym.
• Access to our on site physio.

Other Perks

• Save up to 12% on the cost of personal tech through our salary sacrifice scheme.
• Subsidised bus pass from Manchester City Centre to our ICON office.
• Up to 50% staff discount on THG brands.
• On site staff shop.
• Access to on site barber.
• Know someone who would be perfect for THG? Refer them and get up to £1000 when they pass their probation.
• Anniversary gifts when you hit 5 and 10 years of service.

THG is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG please contact one of our Talent team to discuss further.

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