Head of Loyalty Propositions and Operations

Contract: Permanent
Location: Nottingham/London (most of the week will be in our Nottingham Support Office)
Closing Date: 15th July
Recruitment Partner:

Lead the future of one of the UKs most iconic loyalty programmes

At Boots were looking for an exceptional leader to shape and scale one of the UKs most recognised and trusted loyalty programmesthe Boots Advantage Card.

This is a rare opportunity to be the custodian of a high-profile high-impact loyalty ecosystem at national scale. As Head of Loyalty Propositions & Operations you will sit at the heart of our customer and commercial strategy - driving commercial performance deepening customer engagement and transforming how we reward and personalise experiences for millions of customers.

This is a pivotal leadership role with dual accountability:

• Defining and evolving a market-leading loyalty proposition
• Ensuring operational excellence at scale

You will lead the full lifecycle of our loyalty programmesfrom strategy and innovation through to flawless deliverybalancing long-term transformation with best-in-class day-to-day execution.

What youll be doing

As the Head of Loyalty you will:

• Own the Advantage Card proposition and roadmap defining and delivering a clear short / mid / long-term vision aligned to customer and commercial outcomes.
• Lead end-to-end programme performance ensuring operational accuracy integrity and customer trust at every touchpoint
• Drive proposition innovation using insight testing and experimentation to continuously enhance engagement personalisation and value
• Oversee loyalty operations at scale including points issuance rewards fulfilment governance and performance tracking
• Partner cross-functionally with Commercial Digital Data and Marketing teams to ensure seamless consistent customer experiences
• Build and lead a high-performing team fostering a culture of ownership pace and continuous improvement
• Embed data-led decision making leveraging CRM digital platforms and analytics to optimise performance and ROI

What youll need to have (our must-haves)

• Were seeking a credible commercially-minded leader with a strong track record in loyalty and customer strategy.
• Significant experience designing and operating loyalty programmes at scale (Retail FMCG Travel or Consumer Services) with proven commercial impact
• End-to-end ownership mindset with a track record of taking propositions from strategy through to execution and optimisation
• Strong operational leadership comfortable managing complexity governance and performance in a large-scale environment
• Exceptional stakeholder influence with the ability to align and inspire senior leaders across a matrix organisation
• A data-driven approach using insight testing and loyalty ecosystems to drive personalisation and engagement
• Proven ability to build lead and develop high-performing teams

Where your brilliance can take you

At Boots we believe in nurturing talent and providing opportunities for growth. This is your opportunity to shape a cornerstone of Boots customer proposition and play a defining role in how we engage millions of customers every have the autonomy scale and backing to drive meaningful transformationwithin a brand thats trusted loved and embedded in communities across the UK.

Rewards designed for you

• Boots Retirement Savings Plan (up to 12% company contribution)
• Generous employee discounts for you and a family member
• Enhanced maternity/paternity/adoption leave pay
• Access to free 24/7 counselling and support through TELUS Health our Employee Assistance Programme.

Theres lots more in our benefits and discounts MyBoosts there to give you that little lift in your everyday. Find out more at Exclusions may apply; eligible roles only.

A bit about us
At Boots were proud to be an equal opportunity employer creating a place where everyone feels welcome supported and free to be themselves. We believe that when our people feel valued and included they thrive.

Whats next
If you apply our team will be in touch to let you know the outcome of your application or to arrange next steps. We are open to discussing part-time and job share options. If you require additional support during the application and interview process we are happy to provide reasonable adjustments to help you be at your best.

We hope to hear from you soon.
Be brilliant with Boots.


Keywords
Head of loyalty loyalty senior manager advantage card