Loyalty and Customer Engagement Specialist

About the role

The Loyalty & Customer Engagement Specialist will design, launch and continuously improve loyalty and rewards programmes for both residential and B2B customers. Working closely with Marketing, Digital, Commercial and Customer teams, the role aims to strengthen relationships, boost retention and increase long‑term customer value for the Flogas brand.

Key responsibilities

• Develop and evolve a comprehensive loyalty strategy for residential and commercial audiences.
• Lead the relaunch and ongoing optimisation of the Flogas rewards programme.
• Design structured engagement programmes for SME and large commercial customers.
• Identify and act on opportunities to increase retention, engagement and customer value.
• Ensure loyalty initiatives align with overall marketing and commercial objectives.
• Create and deliver customer‑facing events, webinars, briefings and partner activations.
• Define, track and report KPIs to measure impact on retention and value.
• Develop and manage a portfolio of rewards, offers and partnership initiatives.
• Support the development of a customer NPS programme and analyse feedback to reduce churn.

Required profile

• Proven experience in building and managing loyalty or rewards programmes for residential and B2B customers.
• Ability to work cross‑functionally with Marketing, Digital, Commercial and Customer teams.
• Strong analytical mindset to define KPIs, interpret data and drive optimisation.
• Experience planning and executing customer‑focused events and activation programmes.
• Excellent communication skills to convey programme value to internal and external stakeholders.

Required skills