Head of Loyalty & CRM - Maternity Cover (6-12 months)
Are you our next Head of Loyalty & CRM?
An opportunity to come and join us as our Head of Loyalty & CRM. You will lead the Loyalty and CRM strategy, plans and key activities to drive retention within existing base, increase member acquisition, improve frequency and drive sales. The role includes full ownership of:
- PizzaExpress’s loyalty proposition (the “PizzaExpress Club”)
- Delivering our ambitious loyalty plans and performance
- Targeted loyalty promotional activity
- Leading CRM strategy, plan and campaigns
Please note, this role is a maternity cover for 6-12 months. The role reports into the Chief Digital & Technology Officer, who is accountable for the Loyalty proposition.
What you'll be doing:
- Drive strategic growth through loyalty proposition (“PizzaExpress Club”), responsible for all Loyalty KPI financial and non-financial metrics and delivering annual plan targets
- Enable our loyalty proposition to reward customers across multiple channels (Dine-In, Dine-Out incl Delivery and Collect, Supermarket Retail)
- Develop and own the overall loyalty programme plan including, customer experience, Operational engagement and targets, and CRM marketing communications to drive awareness, usage and repeat frequency of visit
- Commercially assess proposition development opportunities and evaluate the business case for ongoing loyalty customer engagement
- Deliver loyalty and CRM KPIs, reporting and analytics – acquisition, retention, frequency, value – against business targets, and develop annual loyalty and CRM plans and forecasting.
- Work cross functionally as required with teams (Trading, Finance, Brand and Marketing, F&B, Operations, Digital & Loyalty, IT) to deliver loyalty propositions to market, drive take-up and deliver ongoing engagement
What you'll need:
- Significant experience in loyalty proposition development and CRM roles
- Experience of launching a new loyalty programme and successful running of a loyalty programme to deliver value
- Strong understanding of loyalty P&L management and key financial drivers
- Experience managing budgets and contract negotiations
- Expert in CRM campaigns to drive acquisition and retention
- Strong understanding of customer data to drive value and understanding customer behaviour
- Strong planning, organising and co-ordination skills with keen attention to detail
- Ability to work in a fast-paced environment and effectively engage stakeholders at all levels of seniority
Benefits:
- Up to 30% company bonus scheme
- £6.3k car allowance
- BUPA private health
- 6% pension contribution
- 50% off in PizzaExpress restaurants
- Monthly pizza, Peroni and prosecco socials
- High street and lifestyle discount portal
- Mental Health First Aiders across the business, and access to an Employee Assistance Programme, providing health, finance and wellbeing advice
Who We Are:
Where those who love pizza can be their true self. Proud to be a Top 10 Sunday Times Best Places to Work 2023. We’ve been around since 1965, bringing pizza to the UK and have since grown to a multichannel, international brand. Our people are at the heart of our success and everything we do, we believe you should always be able to express yourself.
Our values and culture are made up of three key parts: use your head, show your heart and create a home. For us, this shows up as:
- Head - were customer centric, commercially driven and obsessed by performance in all we do
- Heart - we show our heart, are honest and vulnerable with our teams and lead everything through our people
- Home - we create a home, where everyone has a place at our marble table and you can truly express yourself everyday
Inclusivity and respect are at the heart of our business and are valued by our teams, customers, and suppliers. PizzaExpress and Milano is a place where everyone is welcome, and everyone belongs. That’s why we assess each application on the aptitude to do the job and nothing else.