Customer Loyalty Specialist

Gymshark•New York, NY

17h•$70,000 - $75,000•Hybrid

About The Position

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.

Requirements

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
All candidates must be local or willing to relocate.
You must also be authorized to work in the United States.

Nice To Haves

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

Responsibilities

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
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
Track loyalty campaign performance and use the numbers to flag where to focus and what to fix
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