Customer Loyalty Marketing Executive

At Loaf we make insanely comfy sofas, beds and other loafing supplies (like mugs and hot water bottles). We've got big plans to take our CRM strategy to the next level, so we're on the lookout for an ambitious Customer Loyalty Executive to join our talented team of marketers. Reporting into our Customer Loyalty Manager, you'll work with them to roll out a top-notch marketing customer contact strategy, delivering an outstanding brand experience, making our customers and prospects go 'cor!' and maximising their lifetime value.

To achieve this, you'll take ownership of our all-important marketing collateral and email/SMS touchpoints (lifecycle and broadcast). And you'll support our Customer Loyalty Manager in delivering on our retention goals across other channels and touchpoints, including direct mail.

This is an exciting role with lots of scope for growth and development so we're looking for a super-smart A-player in the making with bags of passion and curiosity who'll play a pivotal role in growing customer loyalty!


Retention marketing:

  • Support our Customer Loyalty Manager with the planning and execution of our retention marketing strategy
  • Assist with reporting and analysis into performance against customer retention KPIs
  • Ensure all relevant customer retention touchpoints are considered in marketing campaigns and project briefs
  • Work with our Customer Loyalty Manager and other relevant stakeholders to test and optimise housefile direct mail targeting, segmentation and personalisation

Email/SMS marketing:

  • Work with stakeholders across the marketing team to translate acquisition, conversion and retention marketing strategies into email marketing plans and briefs
  • Plan, update, monitor and optimise the targeting and sequencing of messages across customer email programmes in line with customer contact strategy
  • Build, test and schedule email newsletters, SMS alerts and lifecycle email programmes
  • Brief the creative team on copy and visual assets required for all email SMS and email campaigns, managing our email critical path to ensure key deadlines are met
  • Update email content to reflect key marketing campaigns and product updates
  • Devise testing strategy to maximise campaign performance
  • Report against email marketing KPIs and provide insights into performance drivers
  • Keep creative team up-to-speed on email creative performance insights and test results, and ensure learnings are reflected in briefs and assets delivered
  • Ensure accurate technical set-up through regular testing and data reconciliation

Marketing Collateral:

  • Regularly review cost and profitability of marketing collateral and identify opportunities to drive better value and performance, whether through increased quantities, better deals, new suppliers, modified designs, composition or journeys
  • Project manage the implementation of any new or updated collateral journeys, from creative briefing and stock management to technical web and email integration
  • Monitor marketing collateral spend against budget
  • Track and forecast brochure stock cover


These are boxes that you'll need to tick:

  • At least one year's CRM marketing experience within a fast-paced company and an understanding of key retention marketing principles and metrics
  • Demonstrable hands-on experience in email marketing
  • A methodical approach to planning, testing, executing and analysing campaigns
  • A real stickler for detail, understanding that the sum of every detail makes a huge difference. Never accepts second best
  • Strong analytical skills with a good head for numbers and statistics
  • Excellent communication skills, written and verbal, with a natural ability to connect with people at all levels
  • A customer-focused mindset and a passion for marketing communications

And, most importantly of all, you absolutely must be an all-round good egg, with a real can-do willingness to get on with the job and make great things happen.

In return you can expect a forward-thinking, friendly bunch committed to building a fabulous company with brilliant people.

Regrettably, only successful candidates will be contacted. If you have not heard from us within 2-3 weeks, then unfortunately on this occasion you have not been successful.

At Loaf, we're working really hard to be inclusive. No matter what identity or background, we want everyone to feel welcome in a place where we can all be ourselves.

We'd love you to join us on our journey.