Head of Loyalty

We are working closely with a major company in the retail industry. They are looking for an exceptional 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 scale What We're Looking For Essential Experience Senior 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 results Personal 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 retail Desirable 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 landscape TPBN1_UKTJ

Created: 2026-02-01