Customer Loyalty Manager

IrishJobs

Dublin, Dublin, Ireland

Dublin, Dublin, Ireland

About

About the role: The Customer Loyalty Manager is responsible for developing and delivering customer loyalty, rewards, and engagement initiatives that strengthen customer relationships, improve retention, and enhance long-term customer value across both residential and B2B audiences. The role will lead the evolution of the Flogas loyalty proposition, creating meaningful customer experiences through rewards programmes, partnerships, events, and engagement initiatives that align with wider commercial and marketing objectives. Working cross-functionally with Marketing, Digital, Commercial, and Customer teams, the role plays a key part in shaping how customers interact with and experience the Flogas brand. Key Responsibilities: Loyalty Strategy & Programme Development Develop & evolve a clear approach to customer loyalty & engagement across residential & B2B audiences Lead the relaunch and ongoing development of the Flogas rewards programme for residential customers Own the strategic development and management of an end-to-end customer loyalty programme, from proposition design through to optimisation Define and implement structured engagement programmes for SME and large commercial customers Identify opportunities to increase retention, engagement and long-term customer value Ensure loyalty initiatives are aligned with overall marketing and commercial strategy Customer Engagement & Experience Design and deliver initiatives that create meaningful, relevant and value-led customer interactions Develop engagement plans across key customer moments, supporting a connected overall experience Ensure loyalty & engagement activity complements lifecycle communications & marketing campaigns Contribute to improving how customers perceive and interact with the Flogas brand. Lead and support the development of a customer NPS programme. Analyse NPS data, customer insights, and feedback trends to identify improvement opportunities and reduce customer churn Rewards & Partnerships Develop and manage a portfolio of rewards, offers & partner initiatives that deliver real value to customers Identify and establish relevant partnerships to strengthen the overall loyalty proposition Ensure all rewards and benefits are commercially viable and aligned to brand positioning Continuously evolve the programme based on customer needs and performance insights Events, Experiences & Activation Own the planning and support the delivery of customer-facing events and engagement initiatives across B2B and residential segments Deliver strategic thought leadership events, customer briefings, webinars and partner activations in partnership with the B2B team Create opportunities to engage customers beyond core product offering Ensure all events and activations are well executed, commercially aligned and reflective of brand standards Performance & Optimisation Define and track KPIs for loyalty and engagement initiatives Measure impact on retention, engagement and customer value Use insights and feedback to continuously improve programmes and activity Identify opportunities to scale and enhance engagement over time Collaboration & Cross-Functional Alignment Work closely with Marketing, Digital and Commercial teams to align loyalty activity with campaigns and business priorities Partner with the Customer Value Manager to ensure a joined-up approach to customer engagement Collaborate with Partnerships & Activations specialist where relevant to maximise impact Ensure consistency across all customer-facing initiatives and touchpoints Governance & Best Practice Ensure all loyalty and engagement activity aligns with brand guidelines and regulatory requirements Maintain a consistent and professional standard across all customer interactions Stay up to date with best practice in loyalty, engagement and customer experience Key Performance Indicators (KPIs) Customer retention and engagement levels Participation and uptake of loyalty and rewards programmes Impact on customer lifetime value Event and engagement programme effectiveness Quality and consistency of customer experience initiatives Compliance with brand and regulatory standards Customer retention rate Customer satisfaction (NPS) Ideal Candidate Profile: We are seeking a commercially minded and customer-focused loyalty professional with 5+ years experience in loyalty, customer engagement, or customer marketing roles. The ideal candidate will have proven experience managing end-to-end loyalty or rewards programmes, from strategy and proposition development through to delivery, optimisation, and performance measurement. They will bring a strong understanding of customer behaviour, retention, and lifetime value, with the ability to develop innovative, customer-centric engagement initiatives that drive measurable business impact. Experience developing customer value propositions, rewards, partnerships, and engagement programmes is essential, alongside the ability to collaborate effectively across marketing, commercial, digital, IT, and partnership teams. Experience within utilities, telecoms, financial services, or other subscription-based industries would be advantageous. The successful candidate will be commercially aware, highly collaborative, and driven by continuous improvement, with a passion for delivering best-in-class customer experiences. A masters degree in marketing, Digital, Business, or a related discipline is desirable. About Flogas: Part of the DCC Group, Flogas Ireland was established in 1978 supplying Liquefied Petroleum Gas (LPG) throughout the island and to this day remains one of the leading suppliers in Ireland, servicing a diverse range of market sectors, including commercial, agricultural, and domestic. Over the years, Flogas has evolved and grown as an Energy business, and with the acquisition of Budget Energy, based in Derry, and Flogas Enterprise Solutions, we are now also a leading supplier of Natural Gas and Electricity, as well as Renewables, including Corporate Power Purchase Agreements, and energy services in both residential and commercial markets across the island of Ireland. Flogas actively supports micro-generation, which involves generating electricity from renewable sources such as solar photovoltaic (PV), micro-wind, micro-hydro, and micro-renewable combined heat and power We have an esteemed reputation within the Energy Industry and have been awarded the NSAI Quality System Certificate from the I.S. EN ISO 9001 Series. As a Flogas Group, we are now driving our growth strategy to achieve our vision of being Irelands leading provider of total energy solutions, meeting our customers changing needs and delivering to the highest possible standard. Why work with us? Flogas is a well-established business within the DCC group and is continuing to grow, becoming a top provider in the energy sector, making it a very exciting time to be part of the Flogas Group. We offer a warm and welcoming environment, valuing our people and their input into the business. We encourage a collaborative workplace, where everyone feels included and heard. Benefits: Competitive Salary Annual Bonus Defined Pension Contribution Healthcare Staff discounts Hybrid work options (role dependant) Paid family leave Work from abroad policies Health and Wellbeing Supports Learning and Development Career Advancement is important to us in Flogas. All our roles are advertised internally, and we encourage internal progression right across the business. Flogas is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees. Skills: communication team work attention to detail

TLNT1_IJ

Dublin, Dublin, Ireland

Languages

English

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