The CRM & Loyalty Manager will lead the launch of Intersport Elvery’s first customer loyalty programme, shaping how we engage and retain customer customers across retail and ecommerce. Reporting directly to the General Manager, this role owns the end-to-end delivery of a high impact initiative, working cross functionally with marketing, digital, Store retail, and data teams to drive sign-ups, engagement and long-term customer value.

With initial scoping complete and vendor engagement underway, you will support final partner selection and lead implementation, activation and ongoing optimisation of a simple, intuitive loyalty proposition. You will ensure a seamless, fully integrated customer experience across all touch points. Designed to scale, the programme will support future partnerships and evolving commercial opportunities. This is a unique opportunity to put loyalty at the core of Intersport Elverys customer strategy and deliver a best-in-class programme that drives adoption, frequency, and lifetime value.

Key Responsibilities

Programme Delivery & Implementation

Lead the end-to-end project management of the loyalty programme launch and rollout.
Support the finalisation of programme structure (rewards, benefits, mechanics) in collaboration with key stakeholders.
Coordinate cross-functional teams (Marketing, Retail Operations, Ecommerce, IT, Customer Service) to ensure seamless implementation across all channels.
Work closely with the selected vendor on technical requirements, integrations, testing, updates, and service delivery.
Support vendor onboarding processes and maintain strong ongoing relationships.
Ensure operational readiness across stores and ecommerce prior to launch.

Documentation & Training

Prepare and maintain comprehensive programme documentation, FAQs, and training materials for omni-channel teams.
Support training delivery to ensure consistent understanding and execution across the business.
Maintain operational consistency across retail, ecommerce, and customer service functions.

Data, Insights & Performance

Partner with CRM/Data teams to interpret customer behaviour within the existing database.
Support segmentation strategies and data-driven decision making for targeted offers and communications.
Track daily and weekly programme KPIs (sign-ups, active members, redemptions, engagement metrics).
Prepare concise weekly and monthly reports for the General Manager, highlighting performance trends, risks, and growth opportunities.
Recommend continuous improvements based on data analysis and customer feedback.

Marketing & Member Engagement

Coordinate loyalty communications across email, app, social, and in-store touchpoints.
Assist in the development of acquisition and engagement campaigns to drive programme growth.
Ensure all member communications are accurate, timely, and aligned with brand guidelines.
Support issue resolution across stores, ecommerce, and customer service to maintain a positive member experience.

Governance & Continuous Improvement

Escalate risks, opportunities, and required decisions in a timely and structured manner.
Identify opportunities for incremental enhancements to improve programme performance and member experience.
Support the integration of future partners and added-value initiatives as the programme evolves.

Qualifications, Skills & Experience

Proven experience in loyalty, CRM, marketing, customer engagement, or a related role with measurable outcomes (revenue growth, retention, profitability, engagement metrics).
Strong project management and cross-functional coordination experience.
Demonstrated analytical capability with experience interpreting customer data and performance trends.
Comfortable working with CRM platforms, analytics tools, and email marketing systems.
Retail and/or ecommerce experience essential.
Excellent communication skills, with the ability to translate technical concepts for non-technical stakeholders and clearly articulate business requirements to technical teams.
Interest or background in sport and fitness desirable.

Key Attributes

Highly organised, dependable, and detail oriented.
Clear and confident communicator.
Customer-first mindset with a passion for innovation and technology.
Analytical yet practical and solution focused.
Proactive, commercially aware, and confident reporting to senior leadership.

*This Job description is not a static document and doesn’t propose to cover every aspect of this role. Duties and responsibilities of this role may vary in the future.

*We regret we are unable to offer sponsorship for this role so only candidates based in Ireland with an EU passport or valid visa can be considered.

*** This role requires on site collaboration. Our Head Office is based in Castlebar, Co. Mayo with a second office in Parkmore, Galway.

CRM & Loyalty Manager

Job Description