Customer Loyalty Specialist

Gymshark’s loyalty programme is live and growing, and this role is here to run it day‑to‑day.

The Loyalty Specialist is the executor behind the programme: building and publishing promotions and rewards in our deals engine, managing the referral programme, tracking performance, and making sure the activation plan actually happens. It’s a hands‑on, detail‑focused role that sits at the intersection of commercial, product, and CRM.

You’ll work closely with the Loyalty Manager and cross‑functional partners including CRM, Digital Product, and Creative. There is room to grow here for someone who brings ideas as well as execution.

• Build, test, and publish member‑exclusive campaigns and rewards, from brief through to live.
• Execute the loyalty activation plan, managing work streams, timelines, and delivery across quick wins and structured work streams.
• Operate the deals and promotions engine to configure, test, and deploy member offers and tier‑based rewards.
• Use programme data and member feedback to spot what’s working, flag what isn’t, and propose fixes.
• Come with ideas, not just tasks. We want someone who thinks about why members behave the way they do and brings that thinking to the programme.

• Own the day‑to‑day of the referral programme: performance tracking, issue flagging, supplier liaison, and optimisation testing.
• Uncover optimisations & testing opportunities to reach monthly goals.
• Contribute to monthly planning for future initiatives and the programme roadmap.
• Handle monthly referral reporting across different regions.
• Build strong working relationships with CRM, Creative, Digital Product, and Data.

• Track loyalty campaign performance and use the numbers to flag where to focus and what to fix.

• Maintaining weekly & monthly reporting for both referral & loyalty program.
• Contribute to planning sessions with ideas grounded in what members are actually doing.
• Coordinate with CRM and Creative to get loyalty campaigns delivered on time and on brief.
• Gather and analyze customer feedback.
• Keep a view on loyalty and retention trends and share what’s relevant for Gymshark.

• Experience and passion for loyalty programmes & customer marketing.
• Comfortable with data and numbers; not a specialist, but you own the reporting and know what the numbers are telling you.
• Test & learn strategies.
• Detail oriented.
• Collaborative and communicative.
• Adaptable.

• Hands‑on experience with a loyalty or promotions engine.
• Familiarity with a CRM or lifecycle platform.
• Comfortable in Excel or Sheets for reporting, tracking, and light data analysis.
• An understanding of customer lifecycle, retention metrics (AOF, AOV, ACV), and what drives repeat purchase behaviour.

This is a hybrid role partially based in our New York City office 3 days a week.

This role has a salary range between $70,000–$75,000.

• Performance‑based bonus opportunity.
• Competitive PTO.
• Contributory 401(k).
• Gymshark employee discount & long‑service awards.
• Funded multi‑site fitness membership.
• Enhanced family leave plans.
• STD & LTD plans.

We’re an equal opportunities employer and strive to be as inclusive as possible in all aspects of employment, right from your application. We do not tolerate discrimination of any kind. We are committed to finding reasonable adjustments for candidates with specific needs or who have a disability during our recruitment process, and all applicants will be considered fairly and equally.