Customer Loyalty Manager – Occupop (Company: Bitrecruit) – Dublin Airport, County Dublin, Ireland
Key Responsibilities
Loyalty Strategy & Programme Development
Develop & evolve a clear approach to customer loyalty & engagement across residential & B2B audiences
Lead the relaunch and ongoing development of the Flogas rewards programme for residential customers
Own the strategic development and management of an end‑to‑end customer loyalty programme, from proposition design through to optimisation
Define and implement structured engagement programmes for SME and large commercial customers
Identify opportunities to increase retention, engagement and long‑term customer value
Ensure loyalty initiatives are aligned with overall marketing and commercial strategy
Contribute to improving how customers perceive and interact with the Flogas brand
Customer Engagement & Experience
Design and deliver initiatives that create meaningful, relevant and value‑led customer interactions
Develop engagement plans across key customer moments, supporting a connected overall experience
Ensure loyalty & engagement activity complements lifecycle communications & marketing campaigns
Lead and support the development of a customer NPS programme
Analyse NPS data, customer insights, and feedback trends to identify improvement opportunities and reduce customer churn
Rewards & Partnerships
Develop and manage a portfolio of rewards, offers & partner initiatives that deliver real value to customers
Identify and establish relevant partnerships to strengthen the overall loyalty proposition
Ensure all rewards and benefits are commercially viable and aligned to brand positioning
Continuously evolve the programme based on customer needs and performance insights
Events, Experiences & Activation
Own the planning and support the delivery of customer‑facing events and engagement initiatives across B2B and residential segments
Deliver strategic thought leadership events, customer briefings, webinars and partner activations in partnership with the B2B team
Create opportunities to engage customers beyond core product offering
Ensure all events and activations are well executed, commercially aligned and reflective of brand standards
Performance & Optimisation
Define and track KPIs for loyalty and engagement initiatives
Measure impact on retention, engagement and customer value
Use insights and feedback to continuously improve programmes and activity
Identify opportunities to scale and enhance engagement over time
Collaboration & Cross‑Functional Alignment
Work closely with Marketing, Digital and Commercial teams to align loyalty activity with campaigns and business priorities
Partner with the Customer Value Manager to ensure a joined‑up approach to customer engagement
Collaborate with Partnerships & Activations specialist where relevant to maximise impact
Governance & Best Practice
Ensure all loyalty and engagement activity aligns with brand guidelines and regulatory requirements
Maintain a consistent and professional standard across all customer interactions
Stay up to date with best practice in loyalty, engagement and customer experience
Key Performance Indicators (KPIs)
Customer retention and engagement levels, participation and uptake of loyalty and rewards programmes, impact on customer lifetime value, event and engagement programme effectiveness, quality and consistency of customer experience initiatives, compliance with brand and regulatory standards, customer satisfaction (NPS).
Ideal Candidate Profile
Seeking a commercially minded and customer‑focused loyalty professional with 5+ years' experience in loyalty, customer engagement, or customer marketing roles. Proven experience managing end‑to‑end loyalty or rewards programmes, strong understanding of customer behaviour, retention, and lifetime value. Experience developing customer value propositions, rewards, partnerships, and engagement programmes. Ability to collaborate effectively across marketing, commercial, digital, IT, and partnership teams. Experience within utilities, telecoms, financial services, or other subscription‑based industries is advantageous. Commercially aware, highly collaborative, and driven by continuous improvement, passionate about delivering best‑in‑class customer experiences. Master's degree in marketing, digital, business, or a related discipline desirable.
Benefits
Competitive Salary
Annual Bonus
Defined Pension Contribution
Healthcare
Staff discounts
Hybrid work options (role dependant)
Paid family leave
Work from abroad policies
Health and Wellbeing Supports
Learning and Development
Career Advancement
Equal Opportunity Statement
Flogas is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.
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