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 Icelands 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 50% Big Table Discount Partner discounts