As one of the Best Big Companies to Work For, we have a rich history of loving our customers and looking after our teams.
We understand that success is achieved through our people, and we are searching for a Senior Loyalty Manager to join our growing business.
Purpose of the role:
The Senior Loyalty Manager is accountable for defining and leading Iceland Foods’ online loyalty strategy, driving customer retention, frequency and lifetime value. This role owns the end-to-end online loyalty proposition, ensuring it delivers tangible commercial growth, deepens customer relationships and differentiates Iceland’s online offer in a highly competitive grocery market.
Key Responsibilities:
Online Loyalty Strategy & Proposition
- Define and own the online loyalty vision and roadmap for Iceland
- Lead the evolution of the loyalty proposition
- Ensure the loyalty offer is distinctive and commercially viable
- Translate business strategy into clear loyalty priorities
Commercial Ownership & Performance
- Own loyalty performance including retention, frequency and CLV
- Manage loyalty business cases and forecasting
- Identify incremental revenue and margin opportunities
- Optimise programme economics through test-and-learn
Ecommerce & Customer Experience
- Embed loyalty across online customer journeys
- Work with CRO, UX and product teams
- Use loyalty to support wider ecommerce growth initiatives
Data, Insight & Personalisation
- Leverage first-party data for segmentation and targeting
- Partner with CRM and insight teams
- Champion experimentation and data-led decisions
Cross-Functional Leadership
- Act as the senior loyalty lead across the business
- Influence senior stakeholders
- Manage technology partners and suppliers
Skills & Experience
Essential
- Extensive experience managing a loyalty proposition.
- Strong commercial and analytical capability
- Deep understanding of ecommerce customer journeys
- Experience influencing senior stakeholders
Desirable
- Grocery or FMCG ecommerce experience
- Experience launching or transforming loyalty programmes
- Knowledge of CRM and loyalty platforms
What Success Looks Like
- Improved customer retention, frequency and lifetime value across online and instore.
- Clear commercial ROI from loyalty initiatives
- Loyalty embedded across the customer journey
- Strong internal alignment around loyalty as a growth lever
Benefits and rewards:
🏆 Best Place to Work 2026
👥 Supportive and collaborative team
🩺 Healthcare and cash back plans
💰 15% discount in our stores and 30% discount in our group restaurants
🛍️ Partner discounts
🍴 Subsidised on site restaurant and Costa (Head Office)
🫶🏽 Mental, physical and financial wellbeing support