Senior Digital Marketing & Loyalty Lead

Description

Location: London, Hybrid.

Contract: 13-14 month Fixed Term Contract

Diversity matters

We are building a brand that represents the people of the world. It’s what you do that counts, and we are always looking to perspectives and voices to shape our future.

We see you, we celebrate you, we want you!

Who we are

You might know us as the inventors of the bath bomb, but there’s more to this great-smelling, partly employee-owned, family-run company than pioneering cosmetics. We believe our business should put more back into the world than it takes and demonstrate that capitalism can be a force for good.

The Living Wage Foundation’s statement 'a hard day's work deserves a fair day's pay' is one that we are proud to commit to in the UK. As an accredited Living Wage employer, we put our people first and fight cruel practices like animal testing, promote regeneration, and show that it is what’s inside that counts - whether that’s an ingredient in a product, or the minerals in a smartphone.

Role Overview

This is a 13–14 month fixed-term contract covering a period of temporary leave within our Senior Digital Marketing & Loyalty team. The placement begins in mid-to-late September to allow for a thorough handover period, ensuring a seamless transition of responsibilities. Stepping into this role, you will leverage your expertise to drive global customer engagement, retention, and revenue growth for Lush Club and the Lush Rewards programme.

With the global rollout of the Lush Club rewards programme completed across relevant group markets, your focus will shift towards enhancing the programme, driving strategic localisation, and outlining the future of the rewards scheme. Reporting directly to the Global Head of Digital Marketing and Programmes, you will take on key responsibilities including leading strategic initiatives, optimising digital campaigns, enhancing omnichannel customer experiences, and utilising data-driven insights to report on success and drive continuous improvements. You will work closely with Regional Leads, who act as the bridge with markets,

Want to see where a career at Lush could take you? Head over here to explore real stories of growth and development across the business.

Please note: We may close this vacancy early if we receive an overwhelming response or our business requirements change.

Key Responsibilities

Key Workstreams for 2026/2027

Lush Club & Rewards: Day-to-day running of the programme, programme enhancement, strategic localisation, and future global planning

Lush Wallet: Further global rollout

Reward Restructuring: Evaluating and managing the potential transition from the £3 App Incentive to a % off model (to protect profit margins), alongside general maintenance and support

Scope ways in which the Lush Club loyalty program and its member promotions can be visible in agentic commerce and to AI agents to future-proof the program

Key Responsibilities Across Workstreams

Strategic Oversight: Define the future roadmap for Lush Club, ensuring central strategies are adapted effectively for regional markets and partner franchisees.

Ethics & Values Alignment: Partner with the Earthcare team to integrate Lush’s ethical charter and closed-loop recycling initiatives into global promotions.

Budget & Compliance Management: Oversee global loyalty budgets and act as a key stakeholder for ongoing legal/compliance maintenance of Lush Wallet.

App & Sign-Up Growth: Work with Regional Leads to launch engaging initiatives that drive loyalty sign-ups, app downloads, and store-floor excitement.

Omnichannel Experiences: Develop campaigns that unify digital touchpoints and retail stores, partnering with Anchor flagship shops for exclusive in-store activations.

Rewards Creation: Ideate and deliver exclusive rewards, early access launches, product drops, and experiences that delight loyal customers.

Performance Reporting: Monitor global performance, produce the monthly Lush Club report, and present actionable insights at global marketing calls.

Digital Feature Delivery: Collaborate with Tech, CRM, and Dev teams to build new app/web features and resolve ongoing platform issues or bugs.

Future Tech Integration: Scope opportunities to surface Lush Club offers within agentic commerce and AI-driven platforms.

Supply & Fulfilment: Coordinate with Manufacturing and Digital Fulfilment teams to manage loyalty reward stock across digital and physical channels.

End-to-End Campaigns: Brief, build, launch, and track campaigns while working with PR and Events teams to maximize reach.

Leadership Alignment: Provide regular updates to founders and senior leadership to maintain visibility, secure buy-in, and resolve blockers.

Regional Enablement: Serve as the primary global contact for regional teams, providing guidance, operational support, and best-practice sharing.

Skills, Knowledge and Expertise

Loyalty & Digital Marketing Expertise: Proven track record leading, managing, and scaling global digital marketing and customer loyalty/rewards programmes.

Omnichannel & Retail Engagement: Experience driving customer acquisition, app downloads, and engagement across both digital platforms (app/eCommerce) and physical retail store environments.

Global Strategy & Localisation: Ability to adapt central global strategies for local international markets and franchisee networks while maintaining core brand consistency.

End-to-End Campaign & CRM Management: Hands-on experience briefing, creating, executing, and tracking marketing campaigns alongside CRM and digital tech teams.

Data & Performance Reporting: Skilled in using data insights to monitor programme success, build monthly performance reports, and present findings to senior leadership and global teams.

Commercial & Budget Oversight: Experience managing programme budgets and evaluating financial mechanics (e.g., promotional margins and discount structures) to protect profitability.

Cross-Functional Collaboration: Strong stakeholder management skills with experience partnering across Tech, CRM, Legal, Finance, PR, Design, and Supply Chain.

Digital Product & Compliance Operations: Familiarity with digital wallet mechanics, app features, stock/inventory coordination for rewards, and ensuring legal compliance.

Value-Driven Communication: Capability to integrate brand ethics (e.g., sustainability and circular economy initiatives) into customer-facing programmes and inspire retail staff on the shop floor.

Benefits

25 days holiday plus bank holidays

6 months of full pay for parental leave (primary caregiver must qualify for SMP)

Enhanced paternity leave

Bonus scheme

Day off for weekday birthdays

Holiday purchase scheme

50% discount on Lush products and spa treatments

Cycle to work scheme

Discounted rail and bus season tickets

Employee assistance programme

There’s a big difference between "Flexible Working " (the legal minimum) and working flexibly. What that looks like varies from role to role and location to location. We actively welcome conversations about what working flexibly could mean and look like for you.

We’re 10% Employee Owned - all colleagues play a role in protecting our ethics, our independence, contributing ideas for the future and share in the rewards of success when the company is doing well.

Wellbeing & mindfulness sessions

Access to employee-led Community Networks, including Disability and Chronic Illness, Family Support, Global Majority (Race and Ethnicity), LGBTQIA+, Menopause and Neurodiversity communities.

Tailored gender affirming care

Qualifying period/hours required

We believe that your information is yours and that it is Lush's responsibility to process your personal information in a secure, fair and accurate manner. Every individual processed by LUSH has certain rights over their data, which are detailed in our Privacy Notice here.

About Lush

Since establishing in 1995 in Poole, Dorset, Lush has been driven by innovation and its ethics.

Creators of pioneering beauty products such as the fizzing bath bomb, shower jellies and solid shampoo bars, we place emphasis on fresh ingredients like organic fruits and vegetables, fight against animal testing and combat over-packaging by developing products that can be sold ‘naked’ to the customer without any packaging.

We currently operate in 52 countries with 928 global shops. Through our separate business divisions we invent, manufacture and sell our handmade products direct to our customers through our own shops and online. The fact that we make all our products by hand is something we are really rather proud of!

Lush is 10% Employee Owned since 2017 and our people are the heart and soul of our business.