Job Title CRM Manager: Loyalty and Customer Journeys

The CRM Manager: Loyalty and Customer Journeys will be responsible for designing, executing, and optimising the end‑to‑end member communications strategy for our global loyalty program.

This role is pivotal in translating the loyalty program’s mechanics, rewards, and offers into compelling, data‑driven customer journeys that drive engagement, retention, and lifetime value.  As the primary owner of our CRM and marketing automation platforms, this role ensures the right message reaches the right member at the right time, at scale.

Working closely with the Loyalty Program Operations Manager and the Marketing, Revenue, and Partnerships teams, this role bridges strategy and execution, turning insights into action and loyalty design into a lived member experience.

Main Task

• Design, build, and continuously optimise automated loyalty lifecycle journeys on Salesforce Marketing Cloud, including onboarding, engagement, tier progression, retention, and win‑back communications.

• Own the execution of member communications across email, push, and SMS channels, ensuring messaging is timely,