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Loyalty Operations Manager
MS Companies. Work in partnership with M&S Financial Services, M&S Sparks Loyalty, M&S Bank and other third parties to design and deliver loyalty programme operational strategies .
About the role
Key responsibilities & impact- Work in partnership with M&S Financial Services, M&S Sparks Loyalty, M&S Bank and other third parties to design and deliver loyalty programme operational strategies
- Translate strategic objectives into operational plans and lead loyalty programme workstreams from design and implementation through ongoing optimisation
- Design and improve end-to-end customer journeys, processes and digital-first contact experiences
- Lead customer servicing transformation across stores, online channels and contact centres
- Ensure colleagues are trained and equipped to resolve queries accurately and efficiently
- Oversee customer communications and accurate, timely, budget-controlled delivery of loyalty rewards
- Prevent programme misuse and abuse
- Bring cross-functional stakeholders together to remove delivery barriers
- Manage operational risks and incidents
- Represent the function in governance forums and support the wider Operations team
Requirements
What you’ll need- Proven experience leading complex, cross-functional programmes from initial design through implementation and completion, with clear ownership of outcomes, risks and dependencies
- Strong influencing, communication and stakeholder-management skills, with the credibility to represent customer, colleague, operational and Financial Services needs at all levels
- Detailed knowledge of customer loyalty programmes, contact centres, customer-facing store operations and the Financial Services regulatory environment
- Excellent analytical, problem-solving and attention-to-detail skills, using customer and colleague insight to identify opportunities and deliver effective solutions
- Proven ability to map customer journeys and processes, translate findings into improvements, and adapt priorities to improve efficiency, effectiveness and satisfaction
Benefits
Comp & perks- 20% colleague discount on all M&S products and many third-party brands for you and someone in your household, available once you’ve completed your probation
- Competitive holiday allowance with the option to buy more
- Discretionary bonus schemes linked to your performance and ours
- Strong pension and life assurance to help plan for the future
- Tailored induction and training to support your development from day one
- Exclusive perks and savings through our M&S Choices portal
- Market-leading family policies, including parental, adoption and neonatal leave
- 24/7 wellbeing support, including virtual GP access and mental health services
- One paid volunteer day a year to support a cause that matters to you
- Hybrid working