Senior Loyalty Executive

Salary up to: Competitive

About the role:

Nando’s is on a journey to Create Lasting Happiness, making a difference to the lives of our people, our customers, and the communities we work in. Originally started in Johannesburg, South Africa, we pride ourselves on creating memorable experiences for everyone involved in Nando’s: from our employees, communities, founders, and suppliers, but most importantly, our customers.

This is an exciting opportunity to join the Retention and Loyalty Team, to develop and grow our famous loyalty programme, Nando’s Rewards. Reporting into the Senior Loyalty Manager, the Senior Loyalty Executive will support in evolving the loyalty proposition to meet changing customer and business needs and developing a programme that creates powerful customer connections, grows lifetime value and delivers ROI.

Purpose of the role:

• Increase customer awareness, uptake and engagement with Nando’s Rewards
• Drive engagement of loyalty with internal stakeholders, with a focus on Operations
• Develop the loyalty proposition, ensuring it is executed excellently
• Partner with the CRM team to create and deliver compelling loyalty CRM content

Key Responsibilities & Expectations:

• Deliver projects which evolve the loyalty proposition and create a best-in class programme that drives emotional and behavioural loyalty
• Lead on delivering a plan to drive key loyalty KPIs such as loyalty penetration, active customers, frequency, registrations, Loyalty NPS
• Lead on a plan to increase uptake of the digital Nando’s Card
• Be a champion of Nando’s Rewards in the business and grow internal engagement with loyalty to deliver brilliant customer experiences through Operations
• Partner with the Senior Loyalty Manager and UX, Product and E-commerce teams to optimise Nando’s Rewards registration and ordering journeys
• Proactively monitor and report on loyalty KPIs with a focus on interpreting data and trends to form recommendations on future activity
• Partner with the insights team to measure and evaluate attitudes towards Nando’s Rewards, forming recommendations for optimisation based on findings
• Proactively monitor the competitor landscape and form recommendations for activity based on trends, best practice and innovation
• Support the Senior Loyalty Manager and Loyalty Product Team to form and prioritise the loyalty tech roadmap
• Partner with the Menu, Commercial and Product teams to decide which menu items are available on Rewards
• Manage Nando’s Card stock – proactively monitoring and reporting on the status of stock and owning the re-ordering process
• Lead on the loyalty lost card process – budget management and managing the fulfilment process with third parties.
• Partner with the Customer Support team to reduce Nando’s Card related queries and increase customer satisfaction
• Partner with the CRM Manager to shape the loyalty CRM strategy and develop a plan of engaging communications that will drive key Loyalty KPIs
• Own the delivery of loyalty CRM campaigns and automations, from briefing through to build, QA and deployment
• Report on the effectiveness of loyalty CRM and explore opportunities to improve performance with a focus on test, learn and optimisation
• Establish brilliant cross-functional relationships with key stakeholders including Product teams, Brand, CRM, Customer Support, Operations and external suppliers
• Support the Senior Loyalty manager to manage the Gift Cards P&L

Key Stakeholders:

• Wider Loyalty and CRM Team
• Loyalty and CRM Product Teams
• Wider Customer team (Brand, Customer Business Partners, Data & Insights, Customer Support, Trading and Acquistion, UX & Design, Internal Comms)
• Operations
• Agency partners and third parties such as Incodia and Iterable

The candidate should:

• Have 2+ year’s experience in a Loyalty, CRM, or Customer Value Management based role - with experience of driving customer engagement and retention
• Posess a strong passion for loyalty and building strong customer connections
• Posess a good understanding of the UK loyalty market and competitors
• Be a proactive go-getter, with the ability to own and drive projects forward
• Be experienced in interpreting data and insights to identify trends and spot opportunities to optimise performance
• Be commercially minded and experienced in driving business value
• Be customer centric – putting the customer at the heart of everything they do
• Be a confident communicator and a great collaborator, with the ability to build effective cross-functional relationships
• Be organised and able to prioritise and manage several projects at once
• Be naturally calm under pressure
• Be a positive, team player
• Experience in building CRM content using tools like Iterable, Braze, Emarsys or Dot Digital is beneficial, but not necessary

Our candidate should be looking for:

• An opportunity to shape the future of loyalty in a business that is focused on delivering omni-channel growth and customer centricity
• An opportunity to deliver excellent customer experiences whilst driving business value
• A culture with strong purpose & values, intent on contributing to and driving positive cultural and societal change
• A relaxed and informal yet highly driven and ambitious environment, with a heavy focus on personal development