Loyalty Senior Specialist

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

Role Purpose

Drive the growth, engagement and sustainability of Vodafone’s Loyalty proposition by increasing engaged customer penetration across segments, developing and optimizing impactful loyalty propositions and promotions, and maximizing the value delivered through the loyalty partner ecosystem.
The role is responsible for driving year-round customer engagement beyond promotional activity, leveraging customer insights, performance analytics and commercial opportunities to enhance customer activity, loyalty and retention, with a clear focus on the contribution of loyalty to churn reduction and overall customer value.
The role also manages key loyalty partners and the loyalty aggregator, ensuring strong commercial performance, operational excellence, effective governance and continuous enhancement of the overall loyalty ecosystem.

Job Profile

• Drive Loyalty Engagement & Customer Penetration
• Drive growth in engaged loyalty customers across segments by identifying customer and business opportunities, developing targeted initiatives and continuously optimizing the loyalty customer journey to increase engagement, activity and retention.
• Own Loyalty Proposition & Promotional Performance
• Lead the end-to-end planning and execution of loyalty initiatives and promotions, from ideation, customer proposition and business case development through launch, performance monitoring and post-campaign evaluation, ensuring clear commercial and customer outcomes.
• Optimize Loyalty Performance & Customer Retention
• Analyze customer behavior, engagement trends and segment performance to identify opportunities for sustainable, year-round engagement beyond promotional cycles.
• Translate insights into actionable initiatives that enhance customer activity, loyalty and measurable contribution to churn reduction.
• Manage Loyalty Partners & Ecosystem
• Own and develop relationships with key loyalty partners, ensuring effective proposition development, commercial performance, service delivery and continuous enhancement of the partner portfolio. Lead negotiations, resolve issues and identify opportunities to strengthen partner value and customer experience.
• Manage Loyalty Investment & Aggregator Performance
• Support the management of the Consumer Loyalty budget, ensuring effective allocation of spend, ROI optimization and adherence to agreed business cases. Manage the loyalty aggregator relationship, ensuring strong operational delivery, commercial governance, issue resolution and continuous improvement of the partnership.

Comptencies and qualifications

• Commercial & Analytical Acumen: Strong ability to analyze customer, commercial and financial data, identify opportunities and translate insights into actionable loyalty initiatives and measurable business outcomes.
• Loyalty & Customer Engagement Expertise: Strong understanding of loyalty, customer engagement, retention, segmentation and customer lifecycle management, with the ability to design initiatives that drive sustained customer activity.
• Proposition, Campaign & Project Management: Proven ability to manage initiatives end-to-end, from opportunity identification and proposition design through execution, performance tracking and optimization.
• Partner & Stakeholder Management: Strong relationship management, negotiation and influencing skills, with experience managing external partners, aggregators and multiple internal stakeholders.
• Ownership & Execution: Strong problem-solving and ownership mindset, with the ability to operate in a fast-paced environment, lead cross-functional initiatives and translate ideas into measurable outcomes.

Must have technical / professional qualifications:
• Minimum 2 years of experience in a B2C/B2B commercial, marketing, customer engagement or loyalty-related role; loyalty and retention experience is preferred.
• Proven track record in delivering customer engagement, retention and Go-to-Market initiatives with measurable results.
• Experience working effectively with cross-functional teams including Marketing, Sales, Pricing, Finance, Technology and Customer Operations.
• Strong proficiency in data analysis, performance tracking and commercial reporting, with the ability to derive actionable insights.
• Experience in partner, aggregator or vendor management, including commercial negotiations and performance management, is preferred.

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.