Marketing Analytics Manager (Loyalty)

We’re the feel-good fashion brand making style accessible and fun for over 55 years, on our website, mobile app and over 300 stores in the UK.

By living our values - we play to win, customer obsessed, we are one and it starts with me - we deliver That New Look Feeling for our customers and each other.

The Role:

Loyalty is one of our key strategic pillars, built around our Club programme. Club plays a central role in driving omnichannel customers, purchase frequency, retention and customer lifetime value (CLV), and we’re investing further in the analytical capability behind it.

As a Marketing Analytics Manager within Customer, you’ll deepen our understanding of what drives loyalty and value across our customer base, bringing greater analytical depth and rigour to Club performance. You’ll work alongside our existing analytics teams and partner closely with Marketing, Product and Data Science to help shape more intelligent, targeted activity and turn insight into action.

Whats In It For You:

• 40% staff discount plus friends & family discounts throughout the year
• Access to our reward platform for external discount and offers
• Private pension scheme
• Virtual GP access for you and your children – it allows you to speak to a doctor at a time and date that suits you
• All employees are covered by our life assurance policy from day one
• Unlock extra leave with our buy more holiday scheme.
• Celebrate YOU! Enjoy an extra paid day off on your birthday each year
• Enhanced maternity, paternity and adoption leave, and shared parental leave (eligible after 2 years’ service).
• Spread the cost of your commute with interest-free season ticket loans
• Do your bit for the environment and save money with our Cycle2Work scheme
• We're proud to partner with the Retail Trust and Fashion & Textile Children's Trust

What you’ll be doing:

• Insight & Strategy – Define and own the analytics strategy for Club, building a deep understanding of how it drives omnichannel behaviour, frequency, retention and CLV, and translating this into clear, actionable recommendations for stakeholders across Marketing, Product and Customer.
• Segmentation & Measurement – Draw on the segmentation frameworks and customer data available across our platforms to identify and activate distinct behavioural groups within Club, quantifying the value of loyalty initiatives and measuring the impact of targeted interventions in partnership with Marketing and Data Science.
• Personalisation & Promotions – Work closely with Ecommerce, Marketing and Club teams to bring more intelligent, data-led targeting to our promotional and discounting activity, helping move from broad-based offers toward more relevant, value-accretive activity for Club members.
• Reporting & Insight – Own and evolve self-serve reporting and dashboards for Club performance using Power BI and Databricks, giving the business trusted, timely visibility of programme health and member behaviour.
• Testing & Measurement – Design and evaluate tests across Club mechanics, communications and rewards, building a clear evidence base for what drives engagement and retention.
• Analytical Leadership – Take an active role in shaping how the Loyalty analytics function operates, helping to set the standard for how insight is produced, communicated and acted on, and supporting the development of analysts across the team.
• Partnership – Act as the primary point of contact for loyalty analytics with Ecommerce, Marketing and Product teams, influencing key decisions on promotions, targeting and customer strategy.

Who you are:

• Solid experience in customer, loyalty, CRM or marketing analytics, ideally within retail or another consumer-facing environment, with a track record of turning data into commercial action.
• Confidence with SQL to interrogate large datasets and extract meaningful insight, combined with a solid understanding of segmentation, test design and incrementality measurement.
• Experience designing and delivering clear, self-serve reporting and dashboards using modern BI tools such as Power BI, ideally with some exposure to cloud data platforms such as Databricks (or similar, e.g. Snowflake, BigQuery).
• An understanding of loyalty and CRM metrics; frequency, retention, lifetime value, RFM or similar segmentation approaches, and how they connect to broader commercial performance across both digital and store channels.
• A confident, clear communicator, able to translate technical analysis into recommendations that land with non-technical stakeholders and influence decision-making.
• Comfortable balancing hands-on analytical delivery with a broader, strategic view of the loyalty agenda, and happy to share knowledge with junior colleagues.
• An interest in retail, fashion and customer loyalty, with a genuine motivation to use data to build a more valuable, longer-term relationship with our customers.

Why New Look?

We care about you and the planet and believe fashion should be a force for positive change. We celebrate inclusion and diversity in everything we do. We’re proud of our inclusive culture and our talented team members who embrace our shared purpose, behaviours and values.

We prioritise development, offering training to support your progression, so you can be your absolute best and achieve your goals.

We pride ourselves on being a flexible employer, our colleagues work a range of patterns. If you have a specific pattern in mind, we're keen to discuss this with you in line with the output needed for the role.

Please ensure that your CV is in simple format e.g. Microsoft Word when applying using your CV to ensure smooth application process.