At a Glance
- Tasks: Lead and innovate the Boots Advantage Card loyalty programme for millions of customers.
- Company: Join Boots, a trusted brand with a strong community presence.
- Benefits: Enjoy generous discounts, retirement savings, and 24/7 support.
- Other info: Flexible working options available; we value diversity and inclusion.
- Why this job: Shape customer engagement and drive meaningful transformation in a high-impact role.
- Qualifications: Proven experience in loyalty programmes and strong leadership skills.
The predicted salary is between 70000 - 90000 £ per year.
Contract: Permanent
Location: Nottingham/London (most of the week will be in our Nottingham Support Office)
Lead the future of one of the UK's most iconic loyalty programmes. At Boots, we're looking for an exceptional leader to shape and scale one of the UK's most recognised and trusted loyalty programmes—the Boots Advantage Card. This is a rare opportunity to be the custodian of a high-profile, high-impact loyalty ecosystem at national scale. As Head of Loyalty Propositions & Operations, you will sit at the heart of our customer and commercial strategy - driving commercial performance, deepening customer engagement, and transforming how we reward and personalise experiences for millions of customers.
This is a pivotal leadership role with dual accountability:
- Defining and evolving a market-leading loyalty proposition;
- Ensuring operational excellence at scale.
Responsibilities:
- Own the Advantage Card proposition and roadmap, defining and delivering a clear short / mid / long-term vision aligned to customer and commercial outcomes.
- Lead end-to-end programme performance, ensuring operational accuracy, integrity, and customer trust at every touchpoint.
- Drive proposition innovation, using insight, testing and experimentation to continuously enhance engagement, personalisation and value.
- Oversee loyalty operations at scale, including points issuance, rewards fulfilment, governance and performance tracking.
- Partner cross-functionally with Commercial, Digital, Data and Marketing teams to ensure seamless, consistent customer experiences.
- Build and lead a high-performing team, fostering a culture of ownership, pace, and continuous improvement.
- Embed data-led decision making, leveraging CRM, digital platforms and analytics to optimise performance and ROI.
What you'll need to have (our must-haves):
- We're seeking a credible, commercially-minded leader with a strong track record in loyalty and customer strategy.
- Significant experience designing and operating loyalty programmes at scale (Retail, FMCG, Travel or Consumer Services) with proven commercial impact.
- End-to-end ownership mindset, with a track record of taking propositions from strategy through to execution and optimisation.
- Strong operational leadership, comfortable managing complexity, governance and performance in a large-scale environment.
- Exceptional stakeholder influence, with the ability to align and inspire senior leaders across a matrix organisation.
- A data-driven approach, using insight, testing and loyalty ecosystems to drive personalisation and engagement.
- Proven ability to build, lead and develop high-performing teams.
Where your brilliance can take you:
At Boots, we believe in nurturing talent and providing opportunities for growth. This is your opportunity to shape a cornerstone of Boots' customer proposition and play a defining role in how we engage millions of customers every day. You'll have the autonomy, scale and backing to drive meaningful transformation—within a brand that's trusted, loved, and embedded in communities across the UK.
Rewards designed for you:
- Boots Retirement Savings Plan (up to 12% company contribution).
- Generous employee discounts for you and a family member.
- Enhanced maternity/paternity/adoption leave pay.
- Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
- There's lots more in our benefits and discounts, MyBoosts - there to give you that little lift in your everyday.
A bit about us:
At Boots, we're proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported, and free to be themselves. We believe that when our people feel valued and included, they thrive.
What's next?
If you apply, our team will be in touch to let you know the outcome of your application or to arrange next steps. We are open to discussing part-time and job share options. If you require additional support during the application and interview process, we are happy to provide reasonable adjustments to help you be at your best.
We hope to hear from you soon. Be brilliant with Boots.
Head of Loyalty Propositions And Operations employer: Boots
At Boots, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Located in Nottingham, our Support Office provides a vibrant environment where you can lead the iconic Boots Advantage Card loyalty programme, with ample opportunities for personal and professional growth. With generous benefits, including a robust retirement savings plan and employee discounts, we are committed to supporting our team members in achieving their best while making a meaningful impact on millions of customers across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Loyalty Propositions And Operations
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those connected to loyalty programmes. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by diving deep into Boots' loyalty strategies. Show us you know the Advantage Card inside out and have ideas on how to enhance it. We love candidates who come with fresh insights!
✨Tip Number 3
Don’t just wait for job postings—be proactive! Check our website regularly and apply directly. We appreciate candidates who take the initiative and show genuine interest in joining our team.
✨Tip Number 4
Practice your storytelling skills. When discussing your experience, frame it in a way that highlights your impact on loyalty programmes. We want to hear how you've driven engagement and performance in past roles!
We think you need these skills to ace Head of Loyalty Propositions And Operations
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Head of Loyalty Propositions and Operations role. Highlight your experience in loyalty programmes and operational leadership, showcasing how you've driven commercial performance and customer engagement in previous roles.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about loyalty programmes and how your vision aligns with Boots' goals. Be specific about your achievements and how they relate to the responsibilities outlined in the job description.
Showcase Data-Driven Success:Since this role requires a data-driven approach, make sure to include examples of how you've used data and insights to enhance customer experiences and drive engagement in past positions. We love seeing how you've made an impact through analytics!
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Boots
✨Know Your Numbers
As the Head of Loyalty Propositions & Operations, you'll need to demonstrate a strong grasp of data. Brush up on key metrics related to loyalty programmes, such as customer retention rates and ROI. Be ready to discuss how you've used data to drive decisions in past roles.
✨Showcase Your Leadership Style
This role requires exceptional leadership skills. Prepare examples that highlight your experience in building and leading high-performing teams. Think about how you foster a culture of ownership and continuous improvement, and be ready to share specific instances where you've inspired your team.
✨Understand the Customer Journey
Dive deep into the customer experience associated with loyalty programmes. Be prepared to discuss how you would enhance engagement and personalisation for Boots' Advantage Card users. Show that you can think from the customer's perspective and align strategies accordingly.
✨Cross-Functional Collaboration
This position involves partnering with various teams like Commercial, Digital, and Marketing. Prepare to discuss your experience working across departments and how you've successfully aligned different stakeholders towards a common goal. Highlight any specific projects where collaboration led to significant outcomes.
