Retention & Loyalty Team Lead

Salary: £75,000-£85,000 + Excellent Benefits
Location: Manchester (Hybrid - 2 days in office)

CRM Lead / Lifecycle Marketing Lead / Retention Marketing Lead / Loyalty Lead

About the Role

We're partnering with a high-growth international digital business to recruit a Retention & Loyalty Team Lead to join their expanding customer engagement team.

This is a senior role responsible for driving customer retention, loyalty and profitability through sophisticated lifecycle marketing, rewards programmes, personalisation and customer journey optimisation across a large active customer base.

Alongside leading strategy and execution across the region, you'll manage a team of Retention & Loyalty specialists while acting as the go-to expert for complex lifecycle, automation and loyalty initiatives.

What You'll Be Doing

• Deliver retention and loyalty strategies that drive customer value, engagement and profitability.
• Lead the execution of sophisticated lifecycle campaigns, rewards programmes and personalised customer journeys.
• Own testing, optimisation and segmentation strategies across multiple channels.
• Partner with Product, CRM, Analytics, Marketing, Social and Operations teams to deliver seamless customer experiences.
• Analyse campaign performance and use insight to improve future activity.
• Coach and develop a team of retention specialists, ensuring best practice execution across the region.
• Act as the senior escalation point for complex lifecycle, loyalty and automation challenges.

What We're Looking For

• 5+ years' experience in retention, CRM, lifecycle or loyalty marketing.
• Proven success delivering customer retention and loyalty strategies in a data-led digital environment.
• Strong experience with customer journey optimisation, personalisation and marketing automation.
• Hands-on experience managing loyalty or rewards programmes.
• Excellent analytical skills with experience using data, testing and insight to drive performance.
• Previous people management or team leadership experience.
• Strong stakeholder management skills and the ability to influence across multiple teams.

Why Apply?

This is an opportunity to join a market-leading digital business that continues to invest heavily in customer experience, retention and personalisation.

You'll have the chance to shape regional retention strategy, lead a talented team, and work on sophisticated lifecycle and loyalty programmes within a fast-paced, international environment offering genuine scope for impact and progression.

Sphere Digital Recruitment currently have a variety of job opportunities across digital so feel free to get in touch with us to find out how we can help you. Please take a look at our website.

Sphere is an equal opportunities employer. We encourage applications regardless of ethnic origin, race, religious beliefs, age, disability, gender or sexual orientation, and any other protected status as required by applicable law.

If you require any adjustments or additional support during the recruitment process for any reason whatsoever, please let us know.