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

THE PERKS.

Standard benefits include:

• Comprehensive Medical, Dental & Vision plans
• Performance-based Bonus opportunity
• Competitive PTO
• Contributory 401(k)
• Gymshark Employee Discount & long service awards
• Funded multi-site fitness membership
• Enhanced Family Leave plans
• STD & LTD plans

Note: The bonus program and benefits have certain eligibility requirements. Gymshark reserves the right to amend these programs in whole or in part at any time without advance notice.

BELONGING AT GYMSHARK.

Our mission is to be a place where everyone belongs. We’re an equal opportunities employer, and for us that means we always strive to be as inclusive as possible in all aspects of employment, right from your application. We’re committed to finding reasonable adjustments* for candidates with specific needs or have a disability during our recruitment process, and all applicants will be considered fairly and equally. We do not tolerate discrimination of any kind. *If you’d like to request a reasonable adjustment please email [email protected].