Loyalty Manager

Jellycat

Loyalty Manager managing and optimizing customer rewards program for Jellycat. Driving customer engagement and collaborating across teams to deliver exceptional experiences.

Posted 5/16/2026full-timeNew York City • New York • 🇺🇸 United StatesMid-LevelSenior💰 $75,000 - $85,000 per yearWebsite

About the role

Key responsibilities & impact

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.
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.
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.
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.

Requirements

What you’ll need

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).

Benefits

Comp & perks

🎉 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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysiscustomer segmentationlifecycle managementprogram budget managementperformance trackingcampaign planningreward developmentcustomer behavior analysisoptimization strategiescustomer engagement strategies

Soft Skills

analytical skillscommunication skillsproject managementstakeholder managementattention to detailprioritizationcollaborationcustomer relationship managementproblem-solvingadaptability