Customer Loyalty Manager

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 DevelopmentDevelop & evolve a clear approach to customer loyalty & engagement across residential & B2B audiencesLead the relaunch and ongoing development of the Flogas rewards programme for residential customersOwn the strategic development and management of an end-to-end customer loyalty programme, from proposition design through to optimisationDefine and implement structured engagement programmes for SME and large commercial customersIdentify opportunities to increase retention, engagement and long-term customer valueEnsure loyalty initiatives are aligned with overall marketing and commercial strategyCustomer Engagement & ExperienceDesign and deliver initiatives that create meaningful, relevant and value-led customer interactionsDevelop engagement plans across key customer moments, supporting a connected overall experienceEnsure loyalty & engagement activity complements lifecycle communications & marketing campaignsContribute 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 & PartnershipsDevelop and manage a portfolio of rewards, offers & partner initiatives that deliver real value to customersIdentify and establish relevant partnerships to strengthen the overall loyalty propositionEnsure all rewards and benefits are commercially viable and aligned to brand positioningContinuously evolve the programme based on customer needs and performance insightsEvents, Experiences & ActivationOwn the planning and support the delivery of customer-facing events and engagement initiatives across B2B and residential segmentsDeliver strategic thought leadership events, customer briefings, webinars and partner activations in partnership with the B2B teamCreate opportunities to engage customers beyond core product offeringEnsure all events and activations are well executed, commercially aligned and reflective of brand standardsPerformance & OptimisationDefine and track KPIs for loyalty and engagement initiativesMeasure impact on retention, engagement and customer valueUse insights and feedback to continuously improve programmes and activityIdentify opportunities to scale and enhance engagement over timeCollaboration & Cross-Functional AlignmentWork closely with Marketing, Digital and Commercial teams to align loyalty activity with campaigns and business prioritiesPartner with the Customer Value Manager to ensure a joined-up approach to customer engagementCollaborate with Partnerships & Activations specialist where relevant to maximise impactEnsure consistency across all customer-facing initiatives and touchpointsGovernance & Best PracticeEnsure all loyalty and engagement activity aligns with brand guidelines and regulatory requirementsMaintain a consistent and professional standard across all customer interactionsStay up to date with best practice in loyalty, engagement and customer experienceKey Performance Indicators (KPIs)Customer retention and engagement levelsParticipation and uptake of loyalty and rewards programmesImpact on customer lifetime valueEvent and engagement programme effectivenessQuality and consistency of customer experience initiativesCompliance with brand and regulatory standardsCustomer retention rateCustomer 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 master’s 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 SalaryAnnual BonusDefined Pension ContributionHealthcareStaff discountsHybrid work options (role dependant)Paid family leaveWork from abroad policiesHealth and Wellbeing SupportsLearning and DevelopmentCareer 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.