Group Loyalty Manager - Southbank

About the role

Signature Hospitality Group is looking for a Group Loyalty Manager to lead the loyalty strategy across its portfolio of hospitality brands. This is a strategic and hands-on role that turns customer behaviour, data and insight into loyalty programs and experiences that influence visit frequency, engagement and customer lifetime value. The position is based in Southbank.

Key responsibilities

• Own the loyalty strategy: lead end-to-end strategy across brands, evolving program mechanics, benefits and experiences to increase engagement, visit frequency and customer lifetime value.
• Lead the lifecycle marketing strategy across the customer journey, from prospecting and onboarding through to engagement, retention and reactivation.
• Work with brand and marketing teams to build capability in personalisation, automation, experimentation and platforms such as Braze and Segment.
• Establish scalable processes, frameworks and best practices that improve speed, consistency and quality.
• Develop and evolve reporting on loyalty and lifecycle activity, fostering a test-and-learn culture and turning performance into clear actions.
• Partner with Brand, Marketing, Product, Technology, Operations and other stakeholders to align priorities, investment and experience design.

Required profile

• Strong experience in loyalty, CRM, lifecycle marketing or customer engagement, able to move between strategy and execution.
• Understanding of how data, technology, communications and customer experience combine to build stronger customer relationships.
• Able to influence across teams and simplify complexity.

Required skills

• Experience with platforms such as Braze, Segment or similar customer engagement and data platforms is highly regarded.