Loyalty Manager - Maternity Cover

At Eurostar, we’re fuelling the future of rail travel – operating in five countries and sparking new opportunities for travellers. But our trains connect much more than just people and places. They’re helping us build a greener, more inclusive future for everyone. Join us and you’ll be part of a passionate team which always goes the extra mile. 

An exciting opportunity has arisen to join our CRM & Loyalty Team as a Loyalty Manager on a 12-month fixed-term contract, covering maternity leave. Our CRM & Loyalty Team is responsible for retaining and acquiring loyal customers by driving engagement through an exceptional loyalty proposition. As Loyalty Manager, you’ll play a key role in developing and executing a comprehensive loyalty strategy that supports our commercial goals — increasing customer retention, deepening engagement, and driving revenue growth through our loyalty initiatives. 

Find out about our current loyalty programme here:

Internal information only: This is a Grade E2 role, Travel Level 3 and is based in London, at Kings Place

We're looking for someone to:

• Continuously develop and execute a comprehensive loyalty program strategy that aligns with the company's business goals and increase customer retention metrics, resulting in increased revenue growth and enhanced customer experience
• Oversee the day to day running of the Rewards programme and report monthly on the evolution of the programme and key KPI’s to senior management
• Design and deliver the customer, business and digital transformation across loyalty programme
• Monitor and manage the budget and contracts related to the loyalty program
• Be a change agent in the company developing best practices for all customer centric initiatives and championing loyalty within the business
• Analyse customer data and metrics in order to identify areas for improvement and optimize the loyalty program to increase engagement and retention
• Provide regular reporting on program performance to enhance a driven loyalty program strategy
• Manage current partnership relations and ensure the legal obligations in the contracts are met
• Find and negotiate new partnerships to develop the loyalty programme
• Create, Manage and implement the communication plans in order to promote the loyalty program to customers and internal stakeholders
• Oversee the CRM retention communication programme managed by the Loyalty Operations manager to increase our customer acquisition and retention metrics
• Create and execute effective communication plans to promote the loyalty program to customers and internal stakeholders
• Understand and advise on key customer journeys to optimise acquisition and retention
• Be line manager for one direct report; provide delegation, support including 121s and performance reviews.

Requirements

You'll need:

• A degree in Marketing, Business, Strategy, or a related field — or equivalent work-based experience
• 5+ years’ experience in a loyalty programme role
• Strong expertise in loyalty programmes, with a solid understanding of points-based rewards systems
• Advanced skills in marketing strategy and execution
• Excellent analytical skills with a deep understanding of data-driven decision-making
• Highly developed communication skills, with fluency in spoken and written English
• Experience working in the travel sector and across multiple markets (desirable)
• Strong commercial acumen, with a clear understanding of the levers that drive profitable growth
• Proven ability to collaborate cross-functionally and manage stakeholders effectively
• A track record of aligning loyalty strategies with broader business objectives

Benefits

We’re constantly working to create a bright future for our company and our colleagues. That’s why we offer a wide range of brilliant benefits, including:

• Travel benefits that can be used for both work and play including 75% off underground network from Day 1
• Competitive defined benefit pension scheme
• Free Eurostar tickets
• Discounted Eurostar tickets for friends and family
• Ongoing training and development
• Lots of other exclusive deals, discounts, and perks

A whole new platform for your career - If you think you’ve got what it takes to help us make Eurostar bigger and better than ever before then we’d love to hear from you.

At Eurostar we believe in giving everyone an equal chance. We actively encourage applications from talented individuals regardless of sex, race, disability, age, sexual orientation, gender identity, religion or belief, marital status, whether you’re pregnant or on maternity leave.

Your individuality is your strength, and we want a diverse team that reflects the world we live in.