Senior Loyalty & Success Manager

Senior Loyalty & Success Manager
£60,000 - £65,000
London - Hybrid (minimum 3 days in the office per fortnight)

The Company
An innovative and fast-growing UK-based digital lender on a mission to simplify consumer finance. With a strong focus on customer experience, digital innovation, and fair treatment, this company is redefining how people interact with credit. Launched with a digital credit card in 2018, they're continuing to expand their product offering while building a loyal and satisfied customer base.

The Team
This role sits within the Customer department and reports into the Chief Customer Officer. You'll work closely with the CRM team, marketing, and customer engagement specialists to deliver creative, impactful customer experiences.

The Role
As Senior Loyalty & Success Manager, you will lead the design and delivery of personalised, engaging customer experiences that build loyalty and satisfaction. This is a hands-on, creative marketing role with a strong strategic element - ideal for someone with a passion for building meaningful relationships with customers and creating marketing that resonates.

Key responsibilities include:

• Leading gamification strategies that drive participation and loyalty.

• Building and managing relationships with third-party rewards partners.

• Designing engagement programmes, such as feedback surveys and community initiatives.

• Ensuring positive customer outcomes through value-driven and tailored experiences.

• Collaborating with CRM to deliver personalised, multichannel communication.

• Writing and producing compelling marketing communications across app, email, and in-app channels.

• Monitoring and optimising loyalty initiatives based on performance and customer feedback.

Your Background
We're looking for someone with:

• A creative, customer-first mindset, capable of coming up with fresh and innovative ideas.

• Strong marketing experience, with a flair for copywriting, customer engagement, and loyalty strategy.

• The ability to work independently while also collaborating across teams to drive change.

• A solid understanding of customer psychology, needs, and behaviours.

• Previous experience with executing gamification strategies.

This is a unique opportunity to shape the customer experience of a growing fintech brand, delivering strategic and creative initiatives that genuinely improve customer outcomes