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    Loyalty Specialist - London, United Kingdom - Farfetch

    Farfetch
    Farfetch London, United Kingdom

    4 days ago

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    Description

    THE ROLE

    Reporting to the Senior Loyalty Manager, this role is focused around the delivery of best in class customer campaigns for our members across all channels. You'll be passionate about delivering the best experience for our customers whilst also constantly thinking how to optimise today's journeys and communications. You will be essential to ensuring the loyalty programme meets its revenue and customer engagement goals, and enables Farfetch to meet its wider goals. You will use customer analytics and insight to spot near term risks and opportunities that need to be actioned.

    You will sit within Marketing but will work with Product, Tech, CRM, Customer Analytics, Customer Service and the Private Client teams

    WHAT YOU'LL DO
  • Responsible for optimising member's key lifecycle journeys across touchpoints - specifically welcome/onboard, tier upgrades, tier retentions, tier downgrades and birthdays
  • Report on the usage, sales and costs from the membership rewards, and recommend ways to improve the impact on customer behaviour, as well as return on investment for Farfetch
  • Work with Commercial on the forecasting and budgeting of the membership rewards
  • Increase redemptions by working with CRM & Product to improve contextual awareness
  • Work with the Creative team to create the suite of assets required for Loyalty campaigns
  • Liaise with Customer Service to ensure all customer queries relating to the membership programme are solved
  • Work with Trade, Product & CRM on overall Promo and Sale calendar, including members 'early access'
    • WHO YOU ARE
  • Experience in a customer / marketing role, ideally with a focus on loyalty and customer communications
  • Experienced in identifying opportunities by reviewing data, making decisions, and implementing solutions
  • Experience of using data and being confident in using data to spot trends and create actionable recommendations
  • Experience coordinating delivery of projects, working with different teams and strong attention to detail
  • Great planning and time management skills with the ability to prioritise and hit deadlines
    • REWARDS & BENEFITS
  • Flexible benefits - Private Medical Insurance, Dental Insurance, Gym Memberships, Pension scheme and more
  • Critical Illness Insurance and Life Assurance
    • EQUAL OPPORTUNITIES STATEMENT
  • FARFETCH is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.
    • Before Applying

    Through your application, we want to understand the skills and experiences you have that make you the perfect fit for this role and for FARFETCH. We're passionate about creating the conditions for Farfetchers to grow and develop but we're also looking for people who can hit the ground running, so make sure to apply for a position where you feel you can thrive.

  • Share:

    • FARFETCH has been made aware of SCAM activities in the market where people with potential deceitful intentions impersonate the FARFETCH HR Team. Please note that we do not ask for personal information on the phone and we don't make job offers prior to a proper interview process. Also, we DO NOT request for any monetary payments from you at any point of the recruitment process. Every application should be made via our applicants tracking system through our careers website. If you receive a call to schedule an interview with FARFETCH you should ask for a formal calendar invite coming from a email account. If you sense you are being scammed, please contact your local authorities.

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