Frog - CX Transformation - Loyalty - Senior Manager

What You Will Be Doing

We are hiring a Senior Manager to grow and develop our customer engagement and loyalty capability. In this role you will drive client engagements and business development, setting direction, guiding teams and ensuring outcomes are realised for our business, our customers and end consumers.

You will lead loyalty and CRM client engagements across various stages of customer engagement and loyalty transformation: defining propositions and future‑state visions, business casing, loyalty and CRM‑enabled programme design, transformation roadmaps, launch planning and governance.

You will be accountable for delivery excellence, commercial robustness, and governance across your engagements, and for embedding deeper customer engagement across clients’ wider loyalty, marketing and customer ecosystems.

You will help clients embed programmes tightly connected to data, platforms, journeys and operating models, working collaboratively with technology and data teams to provide guidance on platform selection, strategy, enablement, optimisation and governance.

You will identify challenges and opportunities for innovation that enable clients to deliver on their goals with a focus on customer centricity and business outcomes.

You will build client relationships within our existing accounts and leverage your external network to identify new opportunities, support proposals and bid responses, and win new loyalty work.

You will contribute to thought leadership and propose go‑to‑market activities to raise awareness of frog’s customer engagement and loyalty capabilities and push the boundaries of elevating loyalty experiences.

You will lead and coach colleagues to achieve their potential and deliver their best work, and will role‑model frog and Capgemini values and behaviours.

• Extensive experience in consulting, industry or agency roles focused on customer engagement and loyalty, with strong CRM and marketing activation experience.
• A proven track record of launching or materially evolving customer engagement strategies, initiatives and loyalty programmes, including defining propositions, loyalty mechanics, CRM and marketing enablement, operating models and activation strategies.
• Experience working on large‑scale or global customer experience, CRM and loyalty programmes, including multi‑market rollout, governance, localisation and ongoing optimisation.
• Strong experience shaping and delivering customer engagement, loyalty and CRM strategies, including member lifecycle management, personalisation, campaign orchestration and measurement, driving strong commercial outcomes aligned to business objectives.
• Knowledge of loyalty and CRM technology ecosystems (e.g. Salesforce, Adobe, Antavo, Talon.One, Eagle Eye) and how these enable loyalty capabilities at scale.
• Experience leading multi‑disciplinary teams and engaging senior stakeholders, balancing strategic intent with pragmatic delivery realities.
• Passion for shaping organisations to adapt to new trends in loyalty, including the role of Generative and Agentic AI in transforming loyalty operations and customer‑facing experiences.
• Leading and coaching colleagues, developing capabilities and creating an ethos of delivery excellence.

• Direct experience working with several loyalty/membership and CX platforms (e.g. Salesforce, Adobe, Antavo, Talon.One, Eagle Eye).

We are committed to inclusion and to creating environments where you can bring your whole self to work. Flexible working is embedded in all that we do, and all UK employees are eligible to request flexible arrangements.

Employee wellbeing is vitally important: we have trained 'Mental Health Champions' and invest in wellbeing apps. We offer a remuneration package that includes flexible benefits options and a variable element based on grade, company and personal performance.

London will be the office base location; you must be fully flexible in terms of assignment location, as these roles may involve periods of time away from home on short notice.