At a Glance
- Tasks: Lead the evolution of AO's membership programme, driving growth and customer loyalty.
- Company: Join AO, the UK's most trusted electrical retailer with a vibrant culture.
- Benefits: Enjoy 25 days holiday, flexible benefits, and exclusive discounts.
- Other info: Collaborative environment with opportunities for personal and professional growth.
- Why this job: Shape the future of customer loyalty while making a real impact.
- Qualifications: Experience in leading loyalty programmes and a passion for customer value.
The predicted salary is between 50000 - 60000 € per year.
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. You’ll play a pivotal role in shaping the long‑term direction of the programme, developing high‑value commercial partnerships, and driving strategic growth that elevates membership as a core differentiator for AO.
This role is about defining what’s next for AO Five Star Membership, shaping how it delivers value for our customers, and embedding it at the heart of how we market, trade, and serve our customers. Working closely with Marketing, Commercial, Tech and Customer Service, you’ll ensure membership is fully integrated into the business and clearly delivers exceptional value for customers - positioning AO Five Star Membership as a standout reason to join, shop and stay with us, supported by strong external partnerships and a forward thinking commercial strategy.
Our people are our superpower, and we’re unstoppable when we’re together! We want your ideas to flow, and what better way to make that happen than being based onsite, 5 days a week, where our culture fuels creativity, collaboration and growth.
Here's What You Can Expect To Be Doing
- Strategy & Vision
- 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.
- Identify, negotiate, and secure commercial partnerships that elevate the membership proposition and unlock new value streams for AO and our customers.
- Delivery & Execution
- 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.
- Leadership & Influence
- 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.
- Operate confidently at senior levels, both internally and with external partners, shaping strategic conversations and driving high‑impact commercial outcomes.
A Few Things About You
- 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.
- Able to build, negotiate, and manage senior‑level commercial partnerships that significantly enhance customer value.
- Bring a higher‑level strategic perspective and fresh thinking that moves the membership proposition beyond business‑as‑usual delivery.
A Bit About Us
We’re big on appliances and electricals, REALLY big. Washing machines, fridge freezers and TVs? They’re our bread and butter. Mobiles, Airwraps and Ring doorbells? Yep, those too. If it plugs in, powers up or makes life easier, AO probably has it.
But we’re more than that… For over 25 years, trust has been at the heart of everything we do, helping us become the UK’s most trusted electrical retailer. Our customers rate us 4.9 on Trustpilot from nearly ONE MILLION reviews and more 5-star ratings than any other UK electrical retailer, because they know they can rely on us and it’s the exact same for our AOers too.
We truly believe it’s more than just a job, we genuinely care about each other and our impact on making our customers lives easier, by helping them brilliantly. Everyone here knows how their role makes a difference. Our people are our superpower, so, when it comes to finding new AOers, we know it’s about more than just a CV, it’s about what makes you, YOU.
Our Benefits
Our benefits are designed to cover the moments that matter. From health and wellness to giving back - you’ll be rewarded inside and outside of work.
- 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 in house coffee shop!
To see all our benefits and perks, visit our AO Benefits page.
Customer Loyalty & Membership Lead in Bolton employer: AO
At AO, we pride ourselves on being an exceptional employer that values creativity, collaboration, and personal growth. Our vibrant work culture fosters innovation, allowing you to thrive in a supportive environment where your ideas are celebrated. With comprehensive benefits, including generous holiday allowances, flexible working options, and opportunities for professional development, joining us as the Customer Loyalty & Membership Lead means becoming part of a team dedicated to making a meaningful impact on our customers' lives.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Loyalty & Membership Lead in Bolton
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that dream job.
✨Tip Number 2
Prepare for interviews by researching the company inside out. Know their values, recent news, and what makes them tick. This will help you tailor your answers and show you're genuinely interested in being part of the AO team.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to get comfortable with common questions. The more you practice, the more confident you'll feel when it’s time to shine in front of the real deal.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Loyalty & Membership Lead in Bolton
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for customer loyalty and membership shine through! We want to see how much you care about creating exceptional value for customers and how you can bring fresh ideas to the table.
Tailor Your Experience:Make sure to highlight your relevant experience in leading loyalty or membership programmes. We’re looking for specific examples of how you've driven growth in acquisition, engagement, and retention, so don’t hold back on the details!
Be Data-Driven:Since we love a good number crunch, include any data or analytics you've used to measure success in your previous roles. Show us how you’ve turned insights into action and made a real impact on business outcomes.
Keep It Engaging:Your application should be as engaging as your communication style! Use clear and simple language to convey your ideas, and remember to keep it professional yet personable. And hey, apply through our website to make sure we see your application!
How to prepare for a job interview at AO
✨Know Your Membership Inside Out
Before the interview, make sure you thoroughly understand the AO Five Star Membership proposition. Familiarise yourself with its benefits, how it stands out from competitors, and any recent changes or innovations. This will show your genuine interest and help you articulate how you can contribute to its evolution.
✨Showcase Your Data-Driven Mindset
Since this role is heavily focused on using data to drive decisions, be prepared to discuss specific examples of how you've used data analytics in previous roles. Highlight any successful strategies you've implemented based on insights and how they impacted customer engagement or retention.
✨Demonstrate Your Collaborative Spirit
This position requires working closely with various teams like Marketing, Tech, and Customer Service. Share examples of how you've successfully collaborated across departments in the past. Emphasise your ability to align stakeholders and inspire a 'member-first' mindset throughout the organisation.
✨Prepare for Strategic Conversations
As a potential leader in this role, you'll need to operate confidently at senior levels. Prepare to discuss your experience in shaping strategic conversations and driving high-impact commercial outcomes. Think about how you can position membership as a core differentiator for AO and be ready to share your vision for its future.
