Job Scope
The Loyalty Programme Manager will play a key role in the launch and ongoing management of Intersport Elverys' first customer loyalty programme.
Reporting directly to the General Manager, this role will lead the delivery and optimisation of a strategic loyalty initiative that places customer engagement at the heart of the business.
With initial scoping completed and vendor engagement in progress, this role will have the opportunity to influence final selection, alongside leading implementation, activation, and continuous enhancement of a simple, intuitive loyalty proposition that drives adoption, frequency, and lifetime value.
The programme will be architected to scale, with the flexibility to integrate future partners and evolving commercial opportunities as the business grows.
This is a genuinely exciting opportunity to bring loyalty to the forefront of Intersport Elverys' customer strategy and deliver our first fully integrated loyalty experience across retail and ecommerce channels.
Key Responsibilities
Programme Delivery & Implementation
Lead the end-to-end project management of the loyalty programme launch and rollout.
Support the finalisation of programme structure (rewards, benefits, mechanics) in collaboration with key stakeholders.
Coordinate cross-functional teams (Marketing, Retail Operations, Ecommerce, IT, Customer Service) to ensure seamless implementation across all channels.
Work closely with the selected vendor on technical requirements, integrations, testing, updates, and service delivery.
Support vendor onboarding processes and maintain strong ongoing relationships.
Ensure operational readiness across stores and ecommerce prior to launch.
Documentation & Training
Prepare and maintain comprehensive programme documentation, FAQs, and training materials for omni-channel teams.
Support training delivery to ensure consistent understanding and execution across the business.
Maintain operational consistency across retail, ecommerce, and customer service functions.
Data, Insights & Performance
Partner with CRM/Data teams to interpret customer behaviour within the existing database.
Support segmentation strategies and data-driven decision making for targeted offers and communications.
Track daily and weekly programme KPIs (sign-ups, active members, redemptions, engagement metrics).
Prepare concise weekly and monthly reports for the General Manager, highlighting performance trends, risks, and growth opportunities.
Recommend continuous improvements based on data analysis and customer feedback.
Marketing & Member Engagement
Coordinate loyalty communications across email, app, social, and in-store touchpoints.
Assist in the development of acquisition and engagement campaigns to drive programme growth.
Ensure all member communications are accurate, timely, and aligned with brand guidelines.
Support issue resolution across stores, ecommerce, and customer service to maintain a positive member experience.
Governance & Continuous Improvement
Escalate risks, opportunities, and required decisions in a timely and structured manner.
Identify opportunities for incremental enhancements to improve programme performance and member experience.
Support the integration of future partners and added-value initiatives as the programme evolves.
Qualifications, Skills & Experience
Proven experience in loyalty, CRM, marketing, customer engagement, or a related role with measurable outcomes (revenue growth, retention, profitability, engagement metrics).
Strong project management and cross-functional coordination experience.
Demonstrated analytical capability with experience interpreting customer data and performance trends.
Comfortable working with CRM platforms, analytics tools, and email marketing systems.
Retail and/or ecommerce experience essential.
Excellent communication skills, with the ability to translate technical concepts for non-technical stakeholders and clearly articulate business requirements to technical teams.
Interest or background in sport and fitness preferable.
Key Attributes
Highly organised, dependable, and detail oriented.
Clear and confident communicator.
Customer-first mindset with a passion for innovation and technology.
Analytical yet practical and solution focused.
Proactive, commercially aware, and confident reporting to senior leadership.
*This Job description is not a static document and doesn't propose to cover every aspect of this role.
Duties and responsibilities of this role may vary in the future.
**We regret we are unable to offer sponsorship for this role so only candidates based in Ireland with an EU passport or valid visa can be considered.
*** This role requires on site collaboration.
Our Head Office is based in Castlebar, Co.
Mayo with a second office in Parkmore, Galway.
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