Senior Loyalty Performance Executive

Job Description

Farfetch exists for the love of fashion. We believe in empowering individuality. Our mission is to be the global technology platform for luxury fashion, connecting creators, curators and consumers.
We’re a diverse and global community made up of Farfetchers, our partners and our customers, which we believe is at the heart of our success. Everything we do is centred around our values - Be Human, Think Global, Be Revolutionary, Todos Juntos, Be Brilliant, Amaze Customers - which define our beliefs and our actions. We welcome difference and foster a consciously inclusive environment for everyone. We are Farfetch For All.
MARKETING We’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. All for the love of fashion.
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 ROLE This is an exciting time to join Farfetch and the Loyalty team. We are further enhancing the Farfetch Loyalty programme, Access, and creating a strategy for its direction over the next 3-5 years and beyond.Reporting to the Senior Loyalty Manager, you will focus around the performance of the loyalty programme across all channels, specifically the usage of the rewards. You'll be passionate about delivering the best experience for our customers whilst always thinking how to improve today's rewards and benefits to drive stronger customer behaviour. You will be essential to ensure the Access 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, and ensure that our loyalty offering meets the needs of our customers at every stage in their lifecycle.You will sit within the Customer Retention team in Marketing but will work with Product, Tech, CRM, Customer Analytics, Customer Service and the Private Client team

WHAT YOU'LL DO

• Oversee the performance of Access rewards across the lifecycle to increase engagement and encourage segment migration, ultimately resulting in improved customer lifetime value
• Work with Product, Trade CRM & Analytics to monitor the performance of rewards and design the test and learn plan, including optimising existing and trialling new rewards
• Outline clear deliverables to be prioritised on the product roadmap
• Collaborate with international markets to understand rewards requirements
• Work with Product & Customer Service on any operational / technical issues related to Access

WHO YOU ARE

• Significant experience in a customer / marketing role, ideally with a focus on loyalty and customer promotions / rewards
• Highly commercial, able to balance business and customer needs
• Experienced in identifying opportunities by reviewing data, making decisions, and implementing solutions
• Experience coordinating timely delivery of projects across multiple teams

You will focus around the performance of the loyalty programme across all channels, specifically the usage of the rewards