Loyalty, Promotions & Gift Card Manager - FTC

Salary up to: Competitive About the role: Nando 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: from our employees, communities, founders, and suppliers, but most importantly, our customers. This is an exciting opportunity to join the Customer Growth Team to help grow customer value. Reporting into the Loyalty, Promotions and Gift Card Lead, this role will be responsible for delivering activity to evolve the loyalty programme, our promotions approach and our gift card portfolio, delivering ROI and driving brand love. Purpose of the role: • Increase awareness, uptake and engagement with our famous loyalty programme, Nando Rewards • Design and deliver a program of loyalty initiatives which boost KPIs • Support the team to develop the loyalty proposition, shaping the future of the programme • Create and deliver promotions which offer customer value and commercial return – in a way that does not devalue the brand • Own the day to day running of the Gift Cards portfolio - optimising activity to drive sales and deliver ROI whilst protecting brand perception • Ensure programs run smoothly, deliver results, and feed insights and recommendations into wider strategy Key Responsibilities & Expectations: Loyalty • Deliver the loyalty plan and support the team to develop the future loyalty strategy to create a best-in class programme that drives emotional and behavioural loyalty • Deliver projects and plans to drive key loyalty KPIs such as loyalty penetration, active customers, frequency, registrations, Loyalty NPS • Own the loyalty ‘customer missions’ calendar and lead the creation and delivery of missions campaigns which will drive loyalty, commercial and brand objectives • Act as a subject matter expert within the business to champion Nando Rewards with internal teams and grow internal engagement • Monitor and report on loyalty KPIs to form recommendations to optimise plans and inform future activity • Proactively monitor the competitor landscape and form recommendations for activity based on trends, best practice and innovation • Support the Loyalty, Promotions and Gift Card Lead to form and prioritise the loyalty tech roadmap • Partner with the Menu, Commercial and Product teams to manage items available on Nando Rewards • Establish brilliant cross-functional relationships with key stakeholders including Product teams, Brand, CRM, Customer Support, Operations and external suppliers Promotions • Create and manage the set up of promotions which deliver on the promotions strategy and plan • Support integration of promotions into the wider customer and brand plan • Produce recommendations for optimising the Promotions plan to deliver against business objectives • Partner with finance to deliver post campaign financial analysis • Monitor KPIs, report on performance and optimise plans accordingly • Support the Loyalty, Promotions and Gift Card lead in exploring new promotional vendors and partners Gift Cards • Optimise Gift Cards activity to grow engagement and drive sales whilst protecting our brand perception • Day to day management third parties e.g. intermediaries, gift card brands and printing and packaging suppliers • Support the Loyalty, Promotions and Gift Card lead to explore new ranging and marketing opportunities to drive sales and brand visibility • Support the Loyalty, Promotions and Gift Card lead to optimise and manage current partner agreements • Support the Loyalty, Promotions and Gift Card lead to manage the Gift Cards P&L Key Stakeholders: • Wider Customer Growth Team • Customer Engagement Product Teams • Wider Customer team (Brand, Customer Business Partners, Data & Insights, Customer Support, UX & Design, Internal Comms) • Operations • Finance and Commercial teams • Agency partners, third parties and intermediaries The candidate should: • Have 4 years+ experience in a Loyalty or Customer Value Management role - with experience of developing loyalty programmes and running promotions • Posess a strong passion for growing customer lifetime value • Be able to balance driving ROI and strong commercial performance with creating powerful customer connections that drive brand love • Be a proactive go-getter and someone who will take ownership of projects, driving them forward independently • Have strong project management and organisation skills with the ability to deliver multiple concurrent initiatives on time and on budget • Be commercially astute – with a track record of delivering measurable business results • Have experience of partnering with finance and commercial teams to create business cases and campaign PCAs • Have strong problem-solving skills and the confidence to recommend solutions and deliver solutions which are practical, data-led, and deliver clear, tangible outcomes • Be confident in exploring and interpreting data and insights to proactively identify trends and spot opportunities to optimise performance • Be a confident communicator and a strong collaborator with the ability to influence and build effective cross-functional relationships • Be able to demonstrate a solid understanding of the UK loyalty, promotions and gift card market and competitors • Be naturally calm under pressure • Be a positive, team player Our candidate should be looking for: • An opportunity to shape the future of loyalty, promotions and gift cards 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 and growing brand love • 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 #LI-DNI This is a 12 month fixed term contract, it will be a hybrid role based in our Putney office 3 days a week. Heart and soul. Passion and personality. You may know us as the home of PERi-PERi goodness, but we’re actually a people-first, chicken-second kind of place.