Loyalty Manager

Jellycat is a privately owned design-led, gift brand headquartered in London. We create innovative luxurious products in the soft toy, accessory, baby and book categories that are loved around the world. We have an established and growing global customer base and we work with our partners to maximize the potential and reach of Jellycat throughout, sharing joy as we go!

As we continue to grow throughout North America, we continue to develop and improve the presence and awareness of our brand.

The Loyalty Manager will be responsible for supporting the delivery, management and optimization of our DTC customer rewards program. This role requires a hands-on, customer-centric marketer with a passion for enhancing customer engagement, driving customer loyalty, and delivering exceptional customer experiences. Working closely with the Senior Global Loyalty Manager, Loyalty Executive and cross-functional teams, the successful candidate will help ensure the program brings joy to customers while meeting our business goals and brand values.

This is a hybrid role based in New York City (3-days in office required) or available as a fully remote position for candidates who do not live within daily commuting distance of our NYC office.

You'll be:

Program Management and Optimization:

• Managing the day-to-day operations of the rewards program, ensuring a seamless customer experience across all key touchpoints.
• Supporting the development and delivery of the program roadmap, including technology enablement, campaign planning, and reward development.
• Developing and evolving rewards and incentives that appeal to diverse customer segments, using market insights and stakeholder input.
• Supporting program budget management, ensuring cost-effectiveness and strong return on investment.
• Monitoring program performance and identifying optimization opportunities based on data, customer feedback, and best practices.
  
  

Customer Engagement and Experience:

• Implementing strategies to increase customer participation and engagement with the rewards program.
• Working with the wider team to create and deliver campaigns that promote the program and its benefits across email, SMS, social, and onsite channels.
• Ensuring all customer communications are consistent, customer-friendly, and aligned with the brand tone of voice.
• Helping gather and respond to customer feedback and concerns related to the program, partnering with Customer Service to ensure timely and consistent resolution.
• Supporting initiatives that strengthen customer relationships and build brand loyalty and engagement.
  
  

Collaboration and Coordination:

• Collaborating with cross-functional teams including ecommerce, marketing, product, IT, and customer service to ensure the programme is integrated across all customer touchpoints.
• Coordinating with international stakeholders to gather inputs and help adapt programme activity for the North American market.
• Working with relevant stakeholders to ensure program changes are feasible, aligned, and clearly communicated.
  
  

Data Analysis and Reporting:

• Tracking and analyzing key performance indicators (KPIs) related to loyalty, engagement, and program effectiveness.
• Supporting regular reporting for senior stakeholders, including insights, performance updates, and recommendations.
• Using customer data to identify trends, opportunities, and areas for continuous improvement.
  
  

You'll have:

• At least 5 years of experience working in the loyalty or customer engagement field.
• Proven experience working on loyalty programs, rewards schemes, or customer engagement initiatives within retail or eCommerce.
• A solid understanding of customer behavior, segmentation, and lifecycle management.
• Strong analytical skills, with the ability to interpret data and translate insights into practical, actionable recommendations.
• Excellent communication, project management, and stakeholder management skills.
• Strong attention to detail, with the ability to prioritize and perform effectively in a fast-paced environment.
• Proficiency in CRM systems, loyalty program platforms, and data analysis tools.
• Experience with Antavo, Playable, Bloomreach, and Shopify (a plus).
  
  

Personal Attributes:

• Highly motivated and results-oriented, with a strong focus on delivering outcomes.
• Adaptable and resilient, able to stay effective in fast-paced and changing environments.
• Proactive thinker and planner, anticipating needs and taking initiative.
• Strong team player with a collaborative, supportive approach to working with others.
• Curious and committed to continuous learning and improvement.
  
  

The good stuff:

• 🎉 Bonus – Annual discretionary bonus tied to both company performance and personal contribution.
• 🏥 Health Coverage – Medical (Blue Cross Blue Shield generous Health Savings Account contribution), dental, vision, disability, and life insurance — most of it on us.
• 💰 401k – We'll match every single dollar up to 5% of your salary. Free money for your future!
• 🌴 30 Days PTO – Prorated and then loaded at the start of each year. Vacation and sick time combined, and yours to use.
• 🤝 Employee Assistance Program – Confidential support for whatever life throws your way.
• 🎊 Social Events – A very active social committee keeping the calendar full of celebrations and good times.
  
  

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
  
  

Compensation:

• $75,000K - $85,000K
  
  

Jellycat Inc. is an Equal Opportunity Employer. We welcome applicants from all backgrounds and make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other protected status. We are committed to a fair, inclusive workplace where everyone can thrive.