CX Transformation - Loyalty - Senior Manager
Tech Stack
Job Description, Responsibilities & Requirements
About the Position
CX Transformation - Loyalty - Senior Manager
Why Join frog?
Since June 2021, frog is part of Capgemini Invent. frog partners with customer-centric enterprises to drive sustainable growth, by building and orchestrating experiences at scale, while harnessing the power of data and technology. We’re inventing the future of customer experiences by delivering market-defining business models, products, services, brand engagements and communications.
Joining frog means you’ll be joining the “pond,” a global network of studios, each with a thriving in-person and vibrant virtual culture. Frogs are curious, collaborative, and courageous, united by our passion for improving the human experience across our areas of expertise, while each bringing our unique and diverse skills and experiences to the table. We draw on our global reach and local knowledge to solve complex problems and create innovative, sustainable solutions that touch hearts and move markets. Frogs prize humour, positivity, and community just as highly as performance and outcomes. Our culture is open, flexible, inclusive, and engaging. Working at frog means being empowered to meet the moment, and Make Your Mark on every project, in your studio, your community-and the world at large.
Responsibilities
- Drive client engagements and business development, setting direction, guiding teams and ensuring outcomes are realised for our business, our customers and end consumers.
- Set clear direction on customer engagement and loyalty, leading high-performing teams to deliver measurable business outcomes.
- Be accountable for loyalty-led, CRM-enabled customer engagements across strategy, experience and business transformation, enabled by data and technology.
- Support clients through proposition and programme design, launch, evolution and optimisation at global or multi-market scale.
- Identify and shape new opportunities to grow our business, leveraging your knowledge, network and experience to develop compelling engagement and loyalty-led offers and proposals for clients.
- Balance designing the experiences of today, whilst looking at how AI and innovative technologies can reinvent the business of tomorrow.
Requirements
- Extensive previous experience in consulting, industry or agency roles focused on customer engagement and loyalty, with strong CRM and marketing activation experience.
- A proven track record of launching or materially evolving customer engagement strategies, initiatives and loyalty programmes, including defining propositions, loyalty mechanics, CRM and marketing enablement, operating models and activation strategies.
- Experience working on large-scale or global CX, customer engagement, CRM and loyalty programmes, including multi-market rollout, governance, localisation and ongoing optimisation.
- Strong experience shaping and delivering customer engagement, loyalty and CRM strategies, including member lifecycle management, personalisation, campaign orchestration and measurement, driving strong commercial outcomes aligned to business objectives.
- Knowledge of loyalty and CRM technology ecosystems (e.g. Salesforce, Adobe, Antavo, Talon.One, Eagle Eye etc.) and how these enable loyalty capabilities at scale.
- Experience leading multi-disciplinary teams and engaging senior stakeholders, balancing strategic intent with pragmatic delivery realities.
- Passion for shaping organisations to adapt to new trends in loyalty, including the role of Generative and Agentic AI in transforming loyalty operations and customer-facing experiences.
- Leading and coaching colleagues both individually and in teams, developing capabilities and creating an ethos of delivery excellence.
Nice to Have
- Direct experience working with several loyalty/membership and CX platforms (e.g. Salesforce, Adobe, Antavo, Talon.One, Eagle Eye etc).
We Offer
- Flexible benefits options to suit your personal circumstances.
- A variable element dependent on grade, company and personal performance.
- Opportunities to work in a dynamic and innovative environment.
- A chance to be part of a global network of studios with a vibrant culture.
- Support for employee wellbeing through initiatives and trained Mental Health Champions.
About the Company
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market-leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.
More information is available at: Capgemini Invent