TYP Validated Opportunities

This is a senior marketing position with ownership of the organisation’s customer loyalty and engagement agenda. The successful candidate will design and drive initiatives that build lasting customer relationships - spanning rewards, strategic partnerships, events and personalised engagement - with clear accountability for retention and lifetime value performance across both residential and business customer segments. The Role Loyalty Programme Ownership • Take full ownership of loyalty and engagement programmes serving both residential and business customers, including the redesign and ongoing management of the residential rewards scheme. • Lead programme development from initial proposition design through to live delivery, performance tracking and continuous improvement. • Identify and prioritise initiatives that meaningfully improve retention rates, deepen engagement and increase customer lifetime value. • Align loyalty activity with the organisation’s broader commercial and marketing strategy. Customer Engagement & Experience • Build and execute engagement plans that connect with customers at key moments across their lifecycle. • Own the NPS programme - from measurement through to insight-led action. • Translate customer feedback and behavioural data into practical improvements that reduce churn and strengthen brand affinity. • Champion a customer-first mindset across all touchpoints and internal teams. Partnerships, Rewards & Events • Source, negotiate and manage reward and partnership arrangements that deliver genuine value to customers. • Build a pipeline of strategic partnerships that reinforce and expand the loyalty proposition over time. • Plan and deliver customer-facing events, digital briefings and activation programmes across residential and B2B segments. • Maintain commercial discipline across all initiatives - ensuring activity is on-brand, on-budget and measurably effective. Performance Management • Set clear KPIs for all loyalty and engagement activity and report regularly against them. • Use data and insight to drive programme optimisation and surface new growth opportunities. • Provide senior stakeholders with visibility of retention performance, engagement trends and programme ROI. Cross-functional Collaboration • Partner closely with Marketing, Digital, Commercial and Customer Operations teams to ensure a consistent and joined-up customer experience. • Keep pace with industry trends in loyalty, rewards and customer engagement and bring relevant thinking into the business. • Ensure all activity meets regulatory and brand compliance requirements. What Success Looks Like • Improved customer retention rates and measurable reduction in churn. • Growing loyalty programme participation and active utilisation. • Positive movement in customer lifetime value metrics. • Strong NPS scores and customer satisfaction results. • Well-executed engagement events and activation campaigns. • Full compliance with regulatory and brand standards. About You You will bring at least five years of hands-on experience in customer loyalty, CRM, rewards or customer marketing, with a clear track record of taking programmes from strategy through to delivery and measurable impact. A strong grasp of customer retention mechanics and lifetime value drivers is essential, as is the ability to work across commercial, digital and technology teams to get things done. A background in utilities, telecoms, financial services or another subscription-based sector would be an advantage. You will be analytical, commercially minded and motivated by the challenge of building customer relationships that last. A relevant third-level qualification is required; postgraduate credentials are desirable.