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Global Head Of Loyalty

Date: Jun 9, 2021

Location: London, LND, GB, SE1 2JP

Company: The Body Shop International Limited

The Body Shop

 

Knowing what makes a customer truly LOVE a brand lies at the heart of a successful loyalty programme. But we know from experience that understanding how to develop and deploy strategies that not only land effectively but penetrate new markets across the world better and more predictably than the competition brings a whole new level of expertise, insight and experience.

We can provide you with one of the world’s most iconic and respected brands with credentials that truly differentiate. We can even place at your (beautifully moisturised) fingertips the products and ethics that have stood the test of time and are recognised and respected the globe over. We need you to bring the intellectual and commercial horsepower to turn the potential that is the envy of the competition into bottom line revenue.

This key role within The Body Shop reports into the CRM Director and will collaborate with our teams across all geographical markets to evolve, optimise and deliver our trademarked ‘Love Your Body Club’ Loyalty Programme (LYBC). We are super proud of what it has achieved and delivered so far, but with your leadership we are ready to significantly increase customer participation and value and further improve our retention stats. And to do that takes a particular type of person with a specific set of skills and ambitions.

What do we need

 

Commercial: This role is all about increasing the revenue generated through the LYBC loyalty programme – so you will have proven experience of impressive revenue growth elsewhere and of driving big numbers to the bottom line. You’ll love the buzz of working to targets and of delivering impressive ROI – so it goes without saying you will need to be highly numerate.

Strategic: The LYBC proposition and promotional strategy will be led and delivered by you. You’ll own it and be measured against increasing the participation, value and loyalty of our customers. Expect to demonstrate your capability with examples of where you have been the strategic lead and SME in a comparable business.

Analytical: In this role you’ll be expected to get right in amongst the data and be an expert at extracting insight and identifying trends and opportunities to improve performance. You’ll be highly adept at manipulating information and creating clear and succinct reporting that informs and guides what needs to be done.

 

Visionary: This is about not only seeing opportunities before anyone else but knowing instinctively how to craft and critically deliver propositions that will deliver a route to increased customer spend, loyalty and advocacy. Gained through a rare combination of experience and inspiration you will bring clarity of thinking and creative innovation to the team that will make our programmes stand out.

Collaboration: Being able to bring different capabilities together (internal teams and stakeholders and external agencies) is an essential skill to deliver the very best results. So expect to give examples of where your relationship building and management skills have played a big part in your success.

To deliver this we need to see

  • Extensive experience of defining and delivering loyalty programme strategies in a global retail business
  • Experience of building and launching highly successful new loyalty programmes
  • Great team management and development skills
  • The ability to influence, manage and work with senior stakeholder communities

Some specific areas of involvement

  • Ideate, plan and deliver the global roll-out of the Global LYBC programme through both company and franchise models.
  • Deliver commercially aligned promotional plans in collaboration with global and local teams
  • Evolve the LYBC recruitment experience in partnership with ecommerce and retail teams to maximise reach and conversion
  • Work closely with IT to help deliver a new loyalty engine – you won’t need to be a technical expert, but you’ll be great at managing projects and defining business programmes.

What do we give in return

* a 6% contributory pension plan,

* 23 days holiday plus bank holidays - time to refresh and recharge

* Group bonus scheme

* 3 additional days a year to volunteer in the local community to support the causes you feel most passionate about

* LOVE money to spend on YOUR wellbeing - pamper yourself on us. Every year.

* 50% staff discount and access to product sample sales

* Access to Perks at Work, our online shopping channel with exclusive deals & discounts

* AND - we have also implemented 'Work Wise' into our HQ - flexibility of 'in-office' hours, the ability to work remotely and a new meeting charter.

 

If you are excited by all that - you might just be the sort of person we need to help us make the impactful change the world needs within a business that invented the culture of ‘joyful collective' and everything that means and stands for.

We have something special to offer and we’re looking for someone special to help us to do that. Show us how you can contribute to the next step in the evolution of The Body Shop.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.


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