SENIOR LOYALTY & CRM MANAGER

Costa Coffee – Senior Loyalty & CRM Manager

Fantastic opportunity for a talented and passionate Senior Loyalty and CRM Manager to join our central marketing function. In this key role you will own the UK CRM business plan and roadmap and program delivery across all direct channels, with a focus on driving ongoing growth through the Costa Club base. This growth will centred across the customer flywheel (acquire, engage, retain), working closely with data and technology teams to continuously optimisation of our data products and best-in-class Loyalty & CRM platforms to create increasingly more relevant and personalised consumer engagements.

The Senior Loyalty & CRM Manager is ultimately responsible for the management of the end-to-end processes to deliver 1:1 comms; managing the input (business requests), decision (what message goes to what customer when) and omni-channel execution. Therefore, we are looking for someone who us both a great team leader and has the ability to build and maintain strong relationships across both technical and non-technical teams.

A bit about us…

We’re Costa Coffee, masters of our craft since 1971 when the Costa brothers opened their first Roastery in London. A lot has changed since then. You may know us as the UK’s leading coffee Brand, but we can now be found in over 40 countries across EMENA, APAC and Americas. We’re on a mission like no other as we inspire the world to love great coffee. This is all supported by being part of The Coca-Cola Company.

Along with our leading Retail formats, it’s our ground-breaking FMCG offering and Costa X on-the-go propositions that help us serve our B2B partners across the globe. And as for coffee technology, we’re quite simply trailblazing the industry. Here at Costa, it’s about doing a great job alongside brilliant people who share a passion for growth. And we promise, we’ll always make sure you’re loving your craft.

A bit about the role…

Day to Day, you will supporting the Head of Loyalty & Consumer Engagement with the key purpose of:

• Develop and manage the annual business plan and roadmap for UK CRM focused on developing pre-agreed sales targets and KPIs
• Ongoing optimisation of our Loyalty & CRM platforms (Talon One and Braze) to create increasingly more engaging 1:1 comms, promos and experiences
• Own the relationship with our retained CRM agency
• Utilise insight, campaign analysis and existing customer feedback to optimise CRM plan and campaign performance
• Develop and agree a test and learn programme to maximise response and conversion from customer communications
• Leading a team

A bit about you…

A passion and depth of experience in Loyalty and CRM is just the start of what we’re looking for. So, what else makes a great Senior Loyalty and CRM Manager at Costa? 

• Able to demonstrate considerable CRM and Loyalty experience working on a consumer brand
• Proven track record of developing and implementing customer strategy and segmentation programmes with evidence of commercial impact
• Demonstratable experience and understanding of personalisation strategy
• Strong understanding of consumer engagement and behaviour drivers
• Experience gained within a blue-chip environment with experience of working with large complex customer data
• Strong influencing and networking experience to ensure all stakeholders are managed effectively
• Proven man management skills
• Highly analytical with the ability to interpret data and articulate that into business insight
• Ability to lead and influence cross functionally in order to promote our loyalty programme and galvanise teams behind the scheme.

What we can offer…
We’re on a growth journey like no other; more countries, more propositions, and opportunities to stretch your skills alongside our warm people,  so we want you to feel valued and rewarded with, great perks and benefits:

• Car Allowance
• BUPA Healthcare and Babylon GP
• Costa Pension Scheme
• Bonus Scheme
• Group Income Protection and Life Assurance
• 50% staff discount in our equity stores, 25% staff discount in franchise stores
• Access to The Coca-Cola Company Share Incentive Plan
• 25 days Holidays

Location: Central London a minimum of 2 days per week – the remaining time remote.

Costa Coffee is made up of true experts and masters of their craft who stretch their limits to what’s possible. It’s why we work so well remotely. We trust our teams and embrace technology to help us collaborate. And if needed, we have offices all over the world for those important connection points. Our remote working allows you to balance your work and personal life, while retaining Costa’s much-loved culture.

Here at Costa we encourage the sharing of diverse thoughts and ideas. We approach our work fearlessly and support one another to take a few risks. We learn and we grow constantly. Individuality is championed and we provide a culture where everyone feels included. You can be you at Costa.

For any reasonable adjustments and general queries please contact costa.recruitment@costacoffee.com