Loyalty Lead - Programme Implementation

Job Scope

We’re looking for a Loyalty Lead to join a major customer loyalty programme currently in development and working towards launch in Q2 2027.

The programme scope and requirements are defined, an external loyalty provider Antavo has been appointed and development is well underway, supported by a small internal team.

You will bring practical loyalty experience to help challenge, shape and deliver the remaining programme through implementation and launch. Working closely with the Head of Online, the internal project team, Antavo and stakeholders across the business, the successful candidate will take ownership of key loyalty workstreams and helping ensure the programme delivers against its customer and business objectives.

This is an opportunity for an ambitious loyalty professional to make a meaningful contribution from implementation through to launch, with the potential to progress to Loyalty Manager following successful launch.

Key Responsibilities

Own Loyalty Workstreams

- Quickly understand the agreed scope, requirements, proposition and current development status.
- Take ownership of key loyalty workstreams through to launch.
- Manage priorities, actions, dependencies, risks and issues within your remit.
- Identify delivery gaps, risks and outstanding decisions and ensure they are escalated.
- Provide clear updates to the Head of Online and wider project team.

Bring Loyalty Expertise

- Apply practical experience of loyalty programmes and propositions to the programme.
- Review existing plans and development with a customer and loyalty perspective.
- Constructively challenge internal stakeholders and the external loyalty partner.
- Identify opportunities to improve the proposition, customer experience and programme effectiveness.
- Use customer insight, data and loyalty best practice to inform recommendations.

Support Implementation & Launch

- Support development of the loyalty proposition and customer journeys.
- Coordinate testing, issue resolution and launch readiness.
- Support customer communications, operational processes and training.
- Help ensure internal teams are ready to support the programme at launch.
- Support KPI, reporting and governance development.
- Help transition the programme from implementation into business-as-usual.

Support in Managing the Loyalty Partner

- Act as a key internal contact for the external loyalty partner.
- Monitor deliverables, milestones and responsibilities.
- Challenge delivery, recommendations and timelines where required.
- Coordinate internal inputs and decisions.
- Ensure actions are followed through and ways of working are effective.

Qualifications, Skills & Experience

- 2-3 years direct experience working on a loyalty programme or proposition.
- Good understanding of loyalty mechanics, propositions, benefits and engagement.
- Experience supporting loyalty, CRM or customer engagement initiatives.
- Experience working across multiple business functions.
- Confidence to constructively challenge stakeholders and external providers.
- Strong stakeholder and relationship management skills.
- Experience working with external partners or suppliers.
- Good commercial awareness – understanding how loyalty activity contributes to engagement, frequency and revenue.
- Confidence working with data, reporting and customer insight.
- Strong organisation, communication and problem-solving skills.
- A proactive, hands-on approach with a strong sense of ownership.
- Ambition to grow into the Loyalty Programme Manager role and own the programme’s performance.

Desirable: experience with loyalty technology/platforms, rewards programmes, CRM, personalisation or loyalty proposition development.