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Head of Loyalty

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Social Value Portal Ltd

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Location:
United Kingdom , The City, City of London (EC2), EC2M

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • 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
  • Stakeholder influencer
  • Comfortable with ambiguity
  • Pragmatic problem-solver
  • Collaborative leadership style
  • Retail passion

Nice to have:

  • 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

Additional Information:

Job Posted:
January 30, 2026

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