Job Description

Company Description

With over 25 years’ experience, plus the same enormous passion and ambition we had on day-one, we’re trailblazers in the pet e-commerce industry. Our solutions make over 12 million customers genuinely happier – and that’s something we really care about. We work together to continually adapt; embracing change and the challenges it brings so that we can keep doing better. Join us and discover a place where your potential meets your passion for pets. That’s the power of plus.

Job Description

As a Senior Loyalty Program Manager, you will own the development, optimization, and performance of our customer loyalty program. You will be responsible for increasing customer engagement, retention, and lifetime value by delivering compelling loyalty initiatives and seamless customer experiences. Working closely with Marketing, Product, Sales, IT, and Analytics teams, you will translate customer insights into programs and campaigns that drive measurable business impact.

Key Responsibilities

• Own and continuously optimize the loyalty program strategy, structure, and customer value proposition.
• Develop initiatives that increase customer engagement, retention, repeat purchases, and long-term loyalty.
• Analyze loyalty program performance and customer behavior data to identify opportunities for improvement.
• Partner with Product and Customer Experience teams to optimize customer journeys and loyalty touchpoints.
• Collaborate with Marketing teams to design and execute lifecycle marketing and personalized customer engagement campaigns.
• Define, monitor, and report on loyalty program KPIs, ensuring alignment with broader business objectives.
• Lead cross-functional projects involving Marketing, Product, Sales, IT, and external partners to enhance loyalty program capabilities.
• Stay informed about industry trends, customer needs, and loyalty best practices, incorporating insights into future program development.

Qualifications

Must-Have Requirements

• 7+ years of experience in loyalty, CRM, customer engagement, retention marketing, or related disciplines.
• Proven experience designing, managing, and optimizing customer loyalty programs.
• Strong analytical skills with the ability to translate customer and business data into actionable recommendations.
• Experience with customer journey mapping and lifecycle marketing strategies.
• Strong project management skills with experience leading cross-functional initiatives.
• Excellent stakeholder management and collaboration skills across multiple business functions.
• Strong communication, presentation, and storytelling capabilities.
• Ability to prioritize multiple initiatives and perform effectively in a fast-paced environment.
• Bachelor's degree in Marketing, Business Administration, or a related field.

Nice-to-Have Requirements

• Master's degree or MBA.
• Experience in e-commerce, retail, subscription, or customer-centric digital businesses.
• Experience working with loyalty technology platforms or CRM systems.
• Experience managing external partners, vendors, or loyalty ecosystem partnerships.
• Knowledge of customer segmentation, personalization, and advanced retention strategies.

What Success Looks Like

Within the first 6-12 months, you have successfully enhanced the loyalty program by improving customer engagement, retention, and program participation. You have established clear performance metrics, implemented data-driven improvements, strengthened cross-functional collaboration, and delivered initiatives that contribute measurable value to customer loyalty and business growth.

Additional Information

Headquartered in Munich, with offices across Madrid, Krakow, Wroclaw, London and Vienna, we collaborate because we genuinely love working together - so you’ll be at the heart of an incredible, multinational team. We trust each other to get the job done, which means you’ll benefit from hybrid working, spending 60% of your time in the office and 40% at home. There’s an option to work for 20 days abroad in approved countries too.

Add to that development opportunities that help you to shape your own career path, excellent training and support, wellbeing offers, subsidised transport or bike leasing, plus 20% discount across all our products, and you’ll begin to get a sense of what sets us apart. Find out more about the specific benefits at your local office in our blog posts.

A note on compensation: We believe in being transparent about salary ranges. The range shown reflects the full scope that the role can grow into over time, depending on experience, skills, and impact. Most offers are positioned around the midpoint of the range, ensuring a fair and consistent approach across our teams.

At zooplus, we believe in equal opportunity and support everyone to fulfil their potential. We recognise the power of listening and learning from each other and embrace diversity and inclusion of all.

#LI-Hybrid