Head Of Loyalty & Retention (Ecommerce)

TL;DR

Head of Loyalty & Retention (Ecommerce): Leading customer growth and retention strategies across the UK and US by evolving the Memory Makers+ membership ecosystem with an accent on shifting from paid channel reliance to owned, habit-forming engagement. Focus on integrating membership, personalized CRM, and app-driven experiences to increase purchase frequency and lifetime value.

Location: Hybrid (Bourne End, UK) – minimum 2 days in office (Tuesdays mandatory)

Company

A leading provider of curated experiences and gifting services operating across the UK and US markets.

What you will do

• Own and evolve the Memory Makers+ membership program to optimize member acquisition, engagement, and profitability.
• Develop and scale a best-in-class gift reminder strategy to drive repeat behavior during key life moments.
• Lead the app engagement strategy, partnering with Product to implement features that increase habit formation and LTV.
• Design and execute an end-to-end multi-channel CRM strategy across email, SMS, and push notifications.
• Utilize cohort analysis and behavioral data to identify growth opportunities and measure incremental revenue.
• Lead the CRM/Loyalty function and collaborate with Tech, Brand, and Performance Marketing teams.

Requirements

• Proven experience driving repeat behavior in low-frequency, mid-AOV categories such as ecommerce, retail, or travel.
• Strong track record of managing and optimizing membership or loyalty programs.
• Deep expertise in multi-channel CRM strategy and trigger-based lifecycle marketing.
• Analytical mindset with experience in cohort analysis and customer segmentation.
• Experience collaborating with Product and Tech teams to deliver customer-facing features.
• Must be based in or able to commute to Bourne End, UK for a hybrid setup (min. 2 days/week).

Culture & Benefits

• 25 days holiday plus bank holidays, with the option to buy or sell up to 2 days.
• Flexible working hours around core hours (10am–4pm).
• Comprehensive Health Plan cover and access to an employee assistance program.
• Company pension, life assurance, and discretionary bonus after probation.
• Yearly £150 experience voucher and discounts across the Virgin Group.
• Additional perks including 2 volunteer days per year and free office breakfast.