Loyalty Executive- Fixed Term Contract in City of London

We are looking for a Loyalty Executive to join our Digital team at Harrods. You will be responsible for overseeing the day-to-day management of the Harrods Rewards programme, ensuring smooth functioning of the programme across all customer touchpoints. This is an exciting opportunity to play a key role in supporting the overall Harrods Rewards programme strategy and the future of loyalty at Harrods. The Loyalty Executive will play a crucial role in enhancing satisfaction and engagement with the Harrods Rewards programme, through optimised customer experience and engagement. This role will be responsible for overseeing customer interactions with the Rewards programme, ensuring a seamless multi-channel loyalty experience across all touchpoints.

Responsibilities

• Oversee the day-to-day running of the Rewards programme, including benefit and tier management.
• Support the Loyalty Manager to develop the Rewards programme strategy and roadmap, owning and delivering key initiatives and programme enhancements.
• Work closely with cross-functional teams, including Retail, Customer Service, Product, UX, IT and CRM as well as external agencies to drive continuous improvement of the Rewards customer experience.
• Apply a strong project-management mindset, producing briefs and documentation to track progress and ensure work is delivered on time.
• Collaborate with Customer Service to improve support processes, identifying patterns and implementing solutions that reduce friction for members.

Key Competencies & Qualifications

• Deep understanding of loyalty programmes and loyalty technology.
• Proven track record of driving customer engagement and loyalty across the customer journey.
• Strong communication skills and ability to work with a diverse set of teams.
• Actively pursue innovation and continual process improvement.
• Understanding of cross-functional projects.
• Strong attention to detail in problem-solving, planning and monitoring project work.
• Experience with loyalty best practice; exposure to Annex Cloud and Emarsys preferred but not essential.
• Capacity to deliver within a fast-paced environment, comfortable working independently and engaging stakeholders.
• Positive, can-do attitude, comfortable with problem solving, dealing with ambiguity and being adaptable.

About Harrods

Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.

Our Promise to You

Share our drive to create seemingly impossible luxury experiences for customers. This will be a hugely important move for you, as you learn from true retail experts and work with world-class brands in a team that sets the industry standards. We believe in the potential for growth and value individual strengths. If you can demonstrate the majority of the skills and strong experience to thrive in this role, we encourage you to apply. At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional. To learn more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods.