Group CRM & Loyalty Transformation Lead

McArthurGlen Group, Europe’s leading owner, developer and manager of designer outlets, was founded in Europe in 1993 and currently manages 20+ designer outlets in 8 countries.

What you'll do

In this role, you’ll help shape the next chapter of how we connect with our customers. You’ll lead the transformation of our CRM and loyalty approach, bringing together data, technology, insight and creativity to create more personalised and engaging experiences across our centres.

• Bring our CRM and loyalty transformation roadmap to life, turning strategy into clear priorities, practical plans and measurable progress.
• Help evolve McArthurGlen Club into a more compelling loyalty proposition that creates value for our customers and supports business growth.
• Use customer data, insight and performance trends to improve how we engage, retain and reactivate customers.
• Partner closely with Digital, Technology, Data, regional teams and external partners to improve our platforms, journeys and personalisation capabilities.
• Create simple, scalable ways of working so teams across Group, regions and centres can deliver consistent and effective CRM and loyalty activity.
• Set clear standards for testing, measurement and optimisation, helping teams learn what works and continuously improve.
• Lead and develop the CRM and loyalty team, creating clarity, focus and momentum through a period of transformation.

Job Description

What you'll bring

• Senior experience in CRM, loyalty, customer engagement or a related digital/customer role within a consumer-facing business.
• A strong track record of delivering CRM, loyalty or customer transformation programmes that have created measurable impact.
• Good understanding of CRM platforms, loyalty propositions, first-party data, segmentation, personalisation and customer lifecycle management.
• Confident working across product, data, technology and marketing teams, with the ability to turn complex topics into clear priorities and actions.
• Strong commercial judgement and analytical mindset, with the ability to connect customer engagement activity to business performance.
• Experience leading teams or cross-functional stakeholders through change in a matrix or multi-market environment.
• Fluent in English; additional European languages would be an advantage.
• Comfortable travelling to our centres across Europe when needed.

• Competitive Salary & Bonus: Enjoy a competitive salary with a performance bonus of up to 30%.
• Wellbeing Allowance: Claim towards yoga, gym equipment, or any activity that promotes your wellbeing.
• Volunteering Days: Benefit from 2 paid volunteering days per year.
• Exclusive Discounts: Access special discounts at our Designer Outlets.
• Flexible Working: Hybrid working options where possible to accommodate your needs.
• International Exposure: Work with colleagues across eight countries within a global organization.
• Learning & Development: Access LinkedIn Learning from day one with over 16,000 courses available. Grow through internal moves, cross-country projects, international secondments, and a calendar of core development opportunities.
• Values-Based Culture: Thrive in an inclusive and collaborative environment where we value excellence, innovation, and making a difference.
• Positive Work Environment: Over 89% of our colleagues would recommend us as a great place to work, according to our latest internal engagement survey.

#LI-KH1

At McArthurGlen, we value diversity and believe that everyone is extraordinary in their own way. We are an inclusive employer and support flexible working wherever possible.

Even if you are not sure you fit all the requirements for a particular role, we’d still love to hear from you. There may be another opportunity within McArthurGlen that is more suitable for you now or in the future.

 McArthurGlen is committed to the equity of all qualified individuals. In keeping with our dedication, we will take the steps to assure that anyone with disabilities is provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process and/or to receive all other benefits and privileges of employment, please contact [email protected]