Head of Customer Loyalty Programs

4 days left

Better Placed
£80000 - £90000 per annum + bonus and benefits
01 May 2019
29 May 2019
Lucy Butterfield
Job Discipline
Experience Level
Contract Type
Full Time
Head of Customer Loyalty Program

From £80k per annum plus bonus and benefits

London - with up to 20% travel across European offices.

I'm excited to be recruiting for a newly created opportunity within an innovative brand within the building products industry. A family owned business with a long history of growing businesses in the building and aggregates space, their goal is to be Europe's leader in roofing and waterproofing technologies.

A key part of their success lies in their contractor initiative, which requires an influential and commercially minded Head of Customer Loyalty to develop the loyalty program, partner satisfaction/engagement and growth of the scheme in target markets.

About the role:

* You will have overall operational ownership for every aspect of the scheme.
* You will lead the development agenda for the contractor program in response to customer feedback and market developments.
* Alongside the Customer Service Lead, you will ensure consumers and building owners alike are well-served by the scheme, and a positive, market-leading reputation is upheld by the brand.
* Ensuring the external promotion of the customer loyalty scheme to building owners.
* Acting as an internal advocate for contractor programs across the group of companies.
* Working alongside the Head of Training to ensure contractors' training needs are met, ensuring optimal quality of work is delivered.
* Responsibility for delivering of guaranteed contractor work.
* Developing new services as part of the loyalty program, and developing a digital contractor portal to ensure optimal efficiency.
* Bench-marking the scheme against key competitors and undertaking competitive research where required.
* Constantly driving quality and consistency around the loyalty schemes.

About you:

* Proven experience in developing customer loyalty programs.
* A background in or detailed knowledge of quality assurance.
* The ability to work with a wide range of customers.
* The ability to collate and respond to customer feedback in a productive and positive way.
* Experience of developing a customer portal or similar.
* The ability to develop customer loyalty/retention strategy to ensure the execution of plans and ideas.
* The ability to leverage customer data and insights to develop strategy and make recommendations.
* Track record of embracing technology and innovation.
* Stakeholder influencing skills to drive service improvements.
* Experienced in developing a contractor scheme, loyalty scheme or similar.
* Successful budget management and allocation skills.
* Proven experience of success in a changing environment.

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