Role Purpose
Drive the development and delivery of loyalty and advocacy programmes that build deeper relationships with our customer base, increase advocacy, and support commercial objectives. Work in cross-functional squads to ensure loyalty initiatives are integrated across the business.
Main Responsibilities
- Design and implement loyalty programmes and advocacy initiatives that drive customer engagement and retention.
- Work with Commercial, Product, and Data teams to align loyalty activity with business goals and customer insights.
- Develop communications that celebrate customer milestones, encourage referrals, and build brand advocacy.
- Monitor loyalty metrics and use data to refine and improve programmes.
- Collaborate with the Stakeholder Engagement team to ensure all loyalty communications are compliant and on-brand.
- Assist with the development of key KPIs to ensure continued focus across the business on advocacy and loyalty.
Knowledge:
- Detailed understanding of loyalty, CRM, and advocacy marketing strategies and best practices.
- Strong grasp of customer engagement, retention, and advocacy drivers in telecoms, utilities, or other consumer-facing sectors.
- Familiarity with loyalty programme design, referral schemes, and customer lifecycle management.
- Knowledge of data analytics tools, CRM systems, and customer insight platforms.
- Awareness of regulatory and compliance requirements for customer communications.
Skills:
- Excellent communication and storytelling skills, able to inspire advocacy and loyalty.
- Advanced analytical and data interpretation skills, with the ability to translate insights into actionable loyalty initiatives.
- Strong project management skills, able to deliver multiple programmes and campaigns simultaneously.
- Exceptional stakeholder management and cross-functional collaboration skills.
- Creative problem-solving and innovation in developing new loyalty and advocacy approaches.
- Ability to measure, report, and optimise loyalty programme performance.
Experience:
- Significant experience in loyalty, CRM, or advocacy marketing, ideally in a B2C environment.
- Proven track record of delivering successful loyalty or advocacy programmes.
- Experience using data and analytics to shape and optimise customer engagement strategies.
- Experience managing external partners, agencies, or suppliers.
- Demonstrated ability to work in agile, cross-functional teams.
Behaviours / Values Fit:
- Customer-focused, collaborative, and commercially minded.
- Passionate about building advocacy and loyalty.
- Comfortable challenging the status quo and bringing new ideas.
- Adaptable, resilient, and able to work at pace in a fast-changing environment.
Be Yourself. Make an Impact. Join Us.
As a recognised Top 50 Inclusive Employer in the UK, we believe that diversity fuels innovation and success. We’re committed to building a workplace that reflects the communities and customers we serve. At TalkTalk, inclusion is part of our DNA – we’re all 100% human, and we’ve created a culture where you can truly be yourself.
We’re not your traditional 9-5. We’re a dynamic, flexible workplace, and we’re excited to hear how you like to work. Whether you thrive in collaboration, focus better at home, or prefer a bit of both – let’s make it work.
What We Offer
- Flexible hybrid working – with a minimum of 50% office presence to support teamwork and connection
- Collaborative office spaces designed for creative thinking and innovation
- Free on-site parking at our offices
- Generous holiday package – 25 days annual leave, 3 wellbeing days, and your birthday off (plus the option to buy up to 10 more days!)
- Private healthcare for all employees
- Competitive pension scheme and performance-related bonus opportunities
- Free broadband for all employees
- Life event gifts – celebrating milestones like marriages and births
- Inclusive employee networks – open to all, supporting peer connection and thought-provoking conversations
- Salary sacrifice scheme – save on dental, gym, and more
- Big retail and leisure discounts
- 3 paid volunteering days a year – because making a difference matters to us too
