Membership Marketing Manager

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Company Description

At Frasers Group we're rethinking retail. Through digital innovation and unique store experiences, we're serving our consumers with the world's best sports, premium and luxury brands globally. As a leader in the industry, we're elevating the retail experience for our consumers through our collection of established brands, including Sports Direct, FLANNELS, USC, Frasers and GAME.

Please note, this role would be based 4 days in our London office, 1-day WFH.

Job Description

• Oversee the end-to-end development, execution, and management of the membership programme and customer journeys that drive member engagement, member value and retention.
• Define the proposition, benefits and rewards and customer segmentation.
• Continually improve the member experience, identifying opportunities to reduce friction in activation of rewards and increase active member rates.
• Iterate the rewards and benefits and onboard relevant brand partnerships.
• Utilise data-driven insights to identify customer needs and preferences, tailoring the customer journeys accordingly.
• Collaborate with the brand, digital marketing, and CRM teams to leverage all marketing channels effectively to drive membership acquisition and engagement and to ensure seamless alignment and execution of membership initiatives.
• Work closely with brand and design teams to generate membership specific content across digital and offline channels as well as plan and execute events and experiences for members.
• Monitor and measure the effectiveness of the loyalty programme and provide actionable insights to optimise programme effectiveness.
• Manage the future membership roadmap and roll out to all other brands.
• Utilise data-driven insights to identify customer needs and preferences, tailoring the offerings accordingly.
• Manage all membership collateral and T&Cs and FAQs, ensuring all documentation is kept up to date with new initiatives.
• Manage the budget for the loyalty programme, ensuring efficient allocation of resources to maximize ROI.

Qualifications

• Proven experience in a marketing/CRM role, with a focus on membership or loyalty programmes.
• Proven track record of successfully developing and implementing loyalty programmes.
• Demonstrated ability to collaborate with and coordinate across multiple teams to achieve shared objectives.
• Knowledge of industry trends and emerging technologies in loyalty programmes.
• Strong understanding of CRM principles and marketing strategies to enhance membership programs.
• Analytical mindset with the ability to interpret data and use insights to drive marketing decisions.
• Passionate about creating meaningful customer experiences and driving customer engagement.
• Experience leading cross-functional teams and collaborating with stakeholders at all levels of the organization.
• Strong problem-solving and analytical skills, with the ability to analyse data and make informed decisions.
• Strong attention to detail.
• Excellent communication and interpersonal skills, capable of building positive working relationships with stakeholders at all levels.
• Knowledge of marketing automation tools and Customer Data Platforms is a plus.
• Confidently advocating for the group wide loyalty strategy.
• Excellent time management skills.
• Ability and willingness to multi-task.

Additional Information

An opportunity like this at Frasers is for the fearless. The potential is massive, the experience unrivalled. To be able to make the most of it you need to live and breathe our principles:

• Think without limits - Think fast, fearlessly, and take the team with you.
• Own it and back yourself - Own the basics, own your role and own the results.
• Be relevant - Relevantto our people, our partners and the planet.