Group Loyalty Manager

at  Halfords

ABOUT US

At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. As a specialist retailer, we lead the market through customer-driven innovation and a distinct product range. We are dedicated to providing our customers with an integrated, unique, and convenient service experience—from e-bike and electric vehicle servicing to on-demand solutions. Our commitment is to foster customer loyalty by offering compelling reasons to keep coming back to our stores, ensuring a lifetime of motoring and cycling enjoyment.
The teams at our Redditch Support Centre work with every other area of our business, putting them at the heart of the action and playing a key role in our success and growth. Everyone brings their individual knowledge and experience to work every day, working as one team to keep things moving smoothly.
If you’re willing to get stuck in, you’ll love it here too. So put yourself at the heart of a dynamic, fast-paced working environment where expertise and focus take people far.
About the role
The Group Loyalty Manager is responsible for the ongoing delivery and development of the customer loyalty programme across the Group, ensuring that they support the overall Halfords vision and customer loyalty strategy to drive profitable outcomes across agreed customer metrics (eg, breadth of shop, retention, share of purse).

KEY SKILLS & EXPERIENCE

• Must have worked in a loyalty or CRM role previously, with a good understanding of the UK loyalty market.
• Proficient at managing multiple projects in a fast-paced retail environment, with an ability to prioritise workload accordingly.
• Productive team member, collaborating effectively with all teams and at all levels of the organisation with a fastidious approach to detail.
• Skilled in stakeholder management – this is a Group role with diverse stakeholder groups, so strong communication skills are essential.
• Commercial acumen is desired with candidates comfortable working with P&L, business cases and financial reports.
• An evangelist for customer and our relationships with them, obsessed about delivering the right message at the right time and with the right content
• This role will suit a data centric self-starter, a proactive loyalty marketer who has determination to achieve results.

• Support the delivery & development of the Motoring club proposition and other lifetime value initiatives
• Ensure that we have consistency of execution across the Group, engaging with Marketing, Customer, Commercial and Operational colleagues as well as Agency partners.
• Work in partnership to manage loyalty planning with Category, Marketing and CRM colleagues so that loyalty communications and promotions deliver desired behaviours.
• Manage specific cross functional projects that support the delivery of loyalty targets and future roadmap.
• Work with the analytics team to monitor and report on loyalty financial and operational performance vs agreed KPI’s
• Champion loyalty in the business and be the conduit by which loyalty continues to be embedded culturally into the organisation
• Understand the pain points and retention barriers our customers face when shopping with us across all channels, utilising insight from our customer team and front facing colleagues.