Head of Loyalty

Job Description We are working closely with a major company in the retail industry. They are looking for anexceptional interim leader to drive Phase 2 of their customer loyalty proposition transformation.What You'll Be Doing:Lead Phase 2 Delivery (4-6 months, excluding Peak trading)- Run a cross-functional squad covering loyalty transformation, data, commercial strategy, and permanent recruitment:- Build and lead a small, focused team (~3 FTE) to drive design and validation work- Secure and deploy business resources effectively- Establish governance, decision-making frameworks, and stakeholder engagement rhythms- Business case validated with investment requirements- Customer migration strategy and communications approach- Operating model design for running the Club at scaleWhat We're Looking ForEssential ExperienceSenior loyalty programme leadership with proven track record of:- Designing and launching successful loyalty/customer club programmes from scratch or major transformations- Operating loyalty programmes at scale (ideally 1M+ members)- Driving measurable commercial outcomes (frequency, retention, monetisation)- Omnichannel retail experience:- Understanding of how loyalty integrates across physical stores, digital, and customer service- Experience bridging online and offline customer experiences- Retail operations knowledge and ability to design operationally viable solutions- Building loyalty propositions grounded in customer data and insights- Experience with customer segmentation, personalisation, and targeted offers- Understanding of how to monetise customer data while respecting privacy- Leading complex, cross-functional transformation programmes- Working with platforms like Salesforce, customer data platforms, order management systems- Balancing tactical "now" solutions with strategic "future" architecture- Experience navigating technical constraints while maintaining ambition- Designing experiments to validate customer and commercial value- Building business cases with robust financial modelling- Creating scalable frameworks from pilot resultsPersonal Attributes-Strategic thinker with execution excellence - can paint the vision while rolling up sleeves to get the detail right-Stakeholder influencer - able to gain alignment across Commercial, IT, Operations, Finance, and Executive Committee-Comfortable with ambiguity - can make progress while key strategic decisions (like Yucatan) are still being finalised-Pragmatic problem-solver - finds creative solutions within constraints rather than being blocked by them-Collaborative leadership style - builds high-performing teams and empowers others-Retail passion- genuinely excited about transforming customer experiences in physical and digital retailDesirable Experience- Prior experience with retail media and data monetisation- Working within or alongside major transformation programmes- Experience in tech/electricals retail sector- Knowledge of UK loyalty landscapeJBRP1_UKTJ

Created: 2026-01-29