Customer Loyalty Specialist

OVERVIEW:

Gymshark’s loyalty programme is live and growing, and this role is here to run it day-to-day. 

The Loyalty Specialist is the executor behind the programme: building and publishing promotions and rewards in our deals engine, managing the referral programme, tracking performance, and making sure the activation plan actually happens. It’s a hands-on, detail-focused role that sits at the intersection of commercial, product, and CRM. 

You’ll work closely with the Loyalty Manager and cross-functional partners including CRM, Digital Product, and Creative. There is room to grow here for someone who brings ideas as well as execution.

WHAT YOU'LL BE DOING:

Responsible for: 

Programme Execution & Activation 

• Build, test, and publish member-exclusive campaigns and rewards, from brief through to live 
• Execute the loyalty activation plan, managing workstreams, timelines, and delivery across quick wins and structured workstreams 
• Operate the deals and promotions engine to configure, test, and deploy member offers and tier-based rewards 
• Use programme data and member feedback to spot what’s working, flag what isn’t, and propose fixes 
• Come with ideas, not just tasks. We want someone who thinks about why members behave the way they do and brings that thinking to the programme. 

Referral Programme 

• Own the day-to-day of the referral programme: performance tracking, issue flagging, supplier liaison, and optimisation testing 
• Uncover optimizations & testing opportunities to reach monthly goals 
• Contribute to monthly planning for future initiatives and the programme roadmap 
• Handle monthly referral reporting across different regions 
• Build strong working relationships with CRM, Creative, Digital Product, and Data 

Analyse Data & Insights 

• Track loyalty campaign performance and use the numbers to flag where to focus and what to fix 

Accountable for: 

• Maintaining weekly & monthly reporting for both referral & loyalty program 
• Contribute to planning sessions with ideas grounded in what members are actually doing 
• Coordinate with CRM and Creative to get loyalty campaigns delivered on time and on brief 
• Gather and analyze customer feedback 
• Keep a view on loyalty and retention trends and share what’s relevant for Gymshark

WHAT YOU'LL NEED:

Essential Skills:

• Experience and passion for loyalty programs & customer marketing 
• Comfortable with data and numbers. Not a specialist, but you own the reporting and know what the numbers are telling you 
• Test & learn strategies 
• Customer first mindset 
• Detail orientated 
• Collaborative and communicative 
• Adaptable 
• Test & learn strategies 

 Preferred Skills:  

• Hands-on experience with a loyalty or promotions engine  
• Familiarity with a CRM or lifecycle platform  
• Comfortable in Excel or Sheets for reporting, tracking, and light data analysis 
• An understanding of customer lifecycle, retention metrics (AOF, AOV, ACV), and what drives repeat purchase behaviour 

 Please note this is a hybrid role partially based in our New York City office 3 days a week.

All candidates must be local or willing to relocate. You must also be authorized to work in the United States. 

SALARY RANGE

This role has a salary range between $70,000-£75,000.

 We are committed to fair and consistent pay practices. The salary range shown represents the anticipated hiring range for this position and may vary depending on individual qualifications and internal equity