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Farfetch is seeking a Loyalty & Customer Growth Manager to lead the design and execution of promotional and rewards strategies across their e-commerce platform.
In this role, you will own the comprehensive annual promotional and rewards calendar, including discounts, spend-and-save offers, credit cashback, and loyalty rewards programs. You'll segment customers by purchase intent, activity level, and value, then tailor promotions to drive engagement and incrementality at optimal lifecycle moments.
Key responsibilities include:
- End-to-end go-to-market planning for promotions: from concept and financial modeling through creative briefs, multi-channel execution (promo setup, testing, on-site messaging, email, push), and performance reporting
- Collaboration with customer analytics to define and refine segments, ensuring personalization and timing maximize ROI
- Annual budgeting and quarterly forecasting with analytics and finance teams, with focus on promotional usage, incremental revenue, and ROI metrics
- Leading cross-functional optimization initiatives across analytics, CRM, creative, on-site experience, and messaging
- Ideation and testing of new offers and rewards programs
- Management and development of team members
You'll work in a complex, cross-functional environment with exposure to senior leadership and data-driven decision-making.
Requirements:
- Proven experience managing promotions and rewards in a high-volume retailer with strong e-commerce presence
- Experience designing and executing test-and-learn approaches
- Strong quantitative and analytical skills with deep understanding of LTV (Lifetime Value), ROI, and incrementality
- Proficiency in data analysis; Excel and BI tools (e.g., Looker) highly preferred
- Excellent written and verbal communication skills; ability to present complex analysis and actionable recommendations to senior leadership
- Experience managing and developing individuals
- Demonstrated success in complex, cross-functional environments
