Loyalty Specialist

Job Description

FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.
We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.
MARKETINGWe're a diverse team of Marketing professionals, spanning artistic and scientific expertise. We're driven to amaze our global community of customers through our data-driven approach, revolutionary spirit, test-and-learn culture and collaborative style.
LONDONOur London office is located in Old Street, London's tech hub, and is home to a broad range of teams including Commercial, Marketing, and Product. Our open plan space is ideal for collaborative working and sharing ideas, or you can enjoy some quiet time in our dedicated library. We also have a large outdoor terrace which is the perfect spot to have a team lunch or host events.
THE ROLEReporting to the Senior Loyalty Manager, this role is focused around the delivery of best in class customer campaigns for our members across all channels. You’ll be passionate about delivering the best experience for our customers whilst also constantly thinking how to optimise today’s journeys and communications. You will be essential to ensuring the loyalty programme meets its revenue and customer engagement goals, and enables Farfetch to meet its wider goals. You will use customer analytics and insight to spot near term risks and opportunities that need to be actioned.
You will sit within Marketing but will work with Product, Tech, CRM, Customer Analytics, Customer Service and the Private Client teams

WHAT YOU'LL DO

• Responsible for optimising member’s key lifecycle journeys across touchpoints - specifically welcome/onboard, tier upgrades, tier retentions, tier downgrades and birthdays
• Report on the usage, sales and costs from the membership rewards, and recommend ways to improve the impact on customer behaviour, as well as return on investment for Farfetch
• Work with Commercial on the forecasting and budgeting of the membership rewards
• Increase redemptions by working with CRM & Product to improve contextual awareness
• Work with the Creative team to create the suite of assets required for Loyalty campaigns
• Liaise with Customer Service to ensure all customer queries relating to the membership programme are solved
• Work with Trade, Product & CRM on overall Promo and Sale calendar, including members ‘early access’

WHO YOU ARE

• Experience in a customer / marketing role, ideally with a focus on loyalty and customer communications
• Experienced in identifying opportunities by reviewing data, making decisions, and implementing solutions
• Experience of using data and being confident in using data to spot trends and create actionable recommendations
• Experience coordinating delivery of projects, working with different teams and strong attention to detail
• Great planning and time management skills with the ability to prioritise and hit deadlines

REWARDS & BENEFITS

• Flexible benefits - Private Medical Insurance, Dental Insurance, Gym Memberships, Pension scheme and more
• Critical Illness Insurance and Life Assurance

EQUAL OPPORTUNITIES STATEMENT

• FARFETCH is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.

You will be focused on the performance of the membership programme, being responsible for delivering best in class customer experiences and member benefits across all channels