Loyalty Operations Manager

Overview

In this role you translate strategic loyalty objectives into actionable operational plans, driving end-to-end customer experiences across stores, online channels, and contact centres. You lead cross-functional loyalty initiatives from design to optimisation, ensuring efficient service, accurate rewards delivery, and governance oversight. You partner with M&S Financial Services and related teams to shape a scalable loyalty program that benefits customers and colleagues. The role offers a platform to impact customer outcomes at scale in a fast-moving, inclusive retail environment.

Pay / Benefits

• 20% colleague discount on M&S products and many third-party brands
• competitive holiday allowance
• discretionary bonus schemes
• pension and life assurance
• induction and training
• wellbeing support

Responsibilities

• Translate strategic objectives into operational workstreams from design to optimisation
• Design and improve end-to-end customer journeys and digital-first contact experiences
• Lead customer servicing transformation across stores and contact centres
• Oversee communications and delivery of loyalty rewards with controls to prevent misuse
• Coordinate cross-functional stakeholders, manage risks and incidents, and support the broader Operations team

Key requirements

• Proven experience leading complex cross-functional programmes with clear ownership of outcomes, risks and dependencies
• Strong influencing, communication and stakeholder-management skills
• Detailed knowledge of loyalty programmes, contact centres, store operations, and Financial Services regulatory environment
• Excellent analytical, problem-solving and attention-to-detail abilities
• Ability to map customer journeys, translate findings into improvements, and prioritise for efficiency and satisfaction

• influencing
• stakeholder-management
• communication
• customer journey mapping
• data-driven decision making
• process design

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