Job Description

We’re the feel-good fashion brand making style accessible and fun for over 55 years, on our website, mobile app and over 300 stores in the UK.

By living our values - we play to win, customer obsessed, we are one and it starts with me - we deliver That New Look Feeling for our customers and each other.

THE ROLE:
Reporting into the Head of Customer Growth, the Senior Loyalty Operations Manager is responsible for orchestrating the end-to-end delivery of Club New Look and CRM activity, ensuring the successful execution of the loyalty roadmap and member proposition.
The role translates strategy into clear, deliverable plans, working cross-functionally to embed loyalty as a core growth engine across the business.
It plays a critical role in operationalising tailored value and personalised promotions at scale within Club, enabling more relevant, targeted customer engagement that drives frequency, retention and long-term value.
The role ensures strong governance, operational excellence and continuous improvement, enabling Club New Look to scale effectively while maintaining a high-quality, seamless customer experience
WHAT YOU’LL BE DOING:
• Support the Head of Customer Growth in landing the Loyalty roadmap and member proposition.
• Coordinate the operational delivery and strategic translation of Club activity across the business.
• Ensure Club priorities are translated into clear plans, and actions, owners and timelines are defined.
• Improve governance, tracking, communication and cross-functional alignment.
• Create the operational capability required to deliver Club-first offers, targeted value and personalised promotions at scale
• Help embed Loyalty as a business-wide growth engine, not just a CRM mechanic.
• Work closely with Customer Care and research and insight teams to understand challenges/ friction points/ issues that need to be addressed
• Ensure legal compliance and governance is adhered to.
• Drive operational improvement and efficiencies.
• Align with Digital Product Team to ensure new features are utilised and any new requirements are defined.
• Own day-to-day prioritisation and delivery tracking of Club initiatives
• Act as the central coordination point for all Club activity across functions
• Identify delivery risks, dependencies, and blockers, escalating where required
• Support the embedding of test-and-learn approaches within CRM and loyalty execution
WHO YOU ARE:
• Proven experience in CRM, Loyalty or Customer Operations roles, ideally within retail or high-frequency ecommerce
• Strong understanding of loyalty programme operations – including campaign execution, promotional mechanics, and member journeys
• Experience working with CRM platforms (e.g.Emarsys, Salesforce Marketing Cloud) and supporting lifecycle campaigns (email, push, app, SMS)
• Demonstrable experience in translating strategy into executable plans, with clear delivery tracking and governance
• Ability to manage cross-functional delivery across Trading, Marketing, Ecommerce, Retail and Product teams
• Strong operational and organisational skills – able to prioritise multiple workstreams and deliver at pace
• Experience working with data and insight teams to identify issues, opportunities and performance drivers
• Comfortable working with Digital Product & Tech teams to support feature rollouts and define business requirements
• Strong attention to detail with a focus on process improvement, governance and operational efficiency
• Commercial awareness – understanding how CRM and loyalty activity contributes to engagement, frequency and revenue
WHATS IN IT FOR YOU:
• 40% staff discount plus friends & family discounts throughout the year
• Access to our reward platform for external discount and offers
• Private pension scheme
• Profit related bonus scheme
• Option to join our Healthcare Private Medical Scheme
• Virtual GP access for you and your children – it allows you to speak to a doctor at a time and date that suits you
• All employees are covered by our life assurance policy from day one
• Unlock extra leave with our buy more holiday scheme.
• Celebrate YOU! Enjoy an extra paid day off on your birthday each year
• Enhanced maternity, paternity and adoption leave, and shared parental leave (eligible after 2 years service)
• Spread the cost of your commute with interest-free season ticket loans
• Do your bit for the environment and save money with our Cycle2Work scheme
• We're proud to partner with the Retail Trust and Fashion & Textile Children's Trust

Why New Look?

We care about you and the planet and believe fashion should be a force for positive change. We celebrate inclusion and diversity in everything we do. We’re proud of our inclusive culture and our talented team members who embrace our shared purpose, behaviours and values.

We prioritise development, offering training to support your progression, so you can be your absolute best and achieve your goals.

We pride ourselves on being a flexible employer, our colleagues work a range of patterns. If you have a specific pattern in mind, we're keen to discuss this with you in line with the output needed for the role.

Please ensure that your CV is in simple format e.g. Microsoft Word when applying using your CV to ensure smooth application process