Customer Loyalty Specialist

About the role

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.

Responsibilities

• 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

Requirements

• 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
• 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 t his 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.

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