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Membership Lead

United Kingdom, Bolton · Job Posted January 20, 2026
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Job Description

AO Five Star Membership is how we turn great customer experiences into long‑term value for both our customers and our business. For a small annual membership, It brings together several benefits that our customers care about, exclusive discounts, free delivery, member pricing, free recycling to mention just a few. Giving our customers a compelling reason to choose AO again and again. As our Membership Lead, you’ll own how the AO Five Star Membership proposition evolves, making sure membership doesn’t just feel great for customers, but attracts more people to join, giving customers the reason to shop with AO more often, increasing the value and longevity of our customer relationships. This role is about defining what’s next for AO Five Star Membership, shaping how it delivers value for our customers, and embed it at the heart of how we market, trade, and serve our customers.

Job Responsibility

  • Own and evolve the strategy and 3-year roadmap for AO Membership to drive growth and profitability
  • Keep our proposition fresh and competitive - from tiers and benefits to rewards and perks
  • Use market research and member insights to spot opportunities for innovation
  • Build business cases for new ideas and track their impact on retention, frequency, and lifetime value
  • Lead the delivery of the roadmap, working with Product, UX, and Tech to create a seamless digital experience
  • Partner with Marketing and CRM to drive acquisition, engagement, and retention through multi-channel campaigns
  • Work with Commercial teams to secure exclusive member-only offers and benefits
  • Use data and analytics to measure success, optimise performance, and keep improving
  • Be the voice of membership across AO - sharing the vision and results with senior leaders and teams
  • Align stakeholders and inspire a 'member-first' mindset throughout the business
  • Provide strong leadership and, as the programme grows, build a team to scale it even further

Requirements

  • Experience leading loyalty, membership, or subscription programmes at scale
  • A proven track record of driving growth in acquisition, engagement, and retention
  • Commercially savvy - confident building business cases and reporting on ROI and revenue impact
  • Data-driven and comfortable turning insights into action
  • Brilliant at influencing and collaborating across teams
  • Customer-first and dedicated to creating exceptional value
  • Strong communicator who can make complex ideas simple and engaging

What we offer

  • Holidays
  • 25 days, plus bank holidays (increasing to 27 days after 2 years with us!)
  • Flexible benefits
  • Including 9% employer pension contribution, car allowance and private healthcare
  • Opportunity to participate in the AO incentive programme
  • Be a VIP at the AO Arena
  • we have loads of opportunities to win free tickets and pre-sale access!
  • Health & wellbeing
  • discounted gym membership, an onsite spa and our Help @ Hand scheme giving you access to virtual GP’s, Mental Health support and much more
  • Discounts
  • exclusive discounts across our product range
  • Family leave
  • Enhanced Maternity, Paternity and Adoption leave
  • Making a difference
  • 2 fully paid days a year to donate your time to any charity of your choice
  • On site perks
  • start your day with free on site parking, grabbing a complimentary breakfast and a coffee at our subsidised Starbucks!
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