Head of Loyalty

We are working closely with a major company in the retail industry.
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They are looking for an exceptional interim leader to drive Phase 2 of their customer loyalty proposition transformation.
What You\’ll Be Doing: Lead Phase 2 Delivery (4-6 months, excluding Peak trading)
– Run a cross-functional squad covering loyalty transformation, data, commercial strategy, and permanent recruitment:
– Build and lead a small, focused team (~3 FTE) to drive design and validation work
– Secure and deploy business resources effectively
– Establish governance, decision-making frameworks, and stakeholder engagement rhythms
– Business case validated with investment requirements
– Customer migration strategy and communications approach
– Operating model design for running the Club at scale What We\’re Looking For Essential Experience Senior loyalty programme leadership with proven track record of:
– Designing and launching successful loyalty/customer club programmes from scratch or major transformations
– Operating loyalty programmes at scale (ideally 1M members)
– Driving measurable commercial outcomes (frequency, retention, monetisation)
– Omnichannel retail experience:
– Understanding of how loyalty integrates across physical stores, digital, and customer service
– Experience bridging online and offline customer experiences
– Retail operations knowledge and ability to design operationally viable solutions
– Building loyalty propositions grounded in customer data and insights
– Experience with customer segmentation, personalisation, and targeted offers
– Understanding of how to monetise customer data while respecting privacy
– Leading complex, cross-functional transformation programmes
– Working with platforms like Salesforce, customer data platforms, order management systems
– Balancing tactical \”now\” solutions with strategic \”future\” architecture
– Experience navigating technical constraints while maintaining ambition
– Designing experiments to validate customer and commercial value
– Building business cases with robust financial modelling
– Creating scalable frameworks from pilot results Personal Attributes
– Strategic thinker with execution excellence
– can paint the vision while rolling up sleeves to get the detail right
– Stakeholder influencer
– able to gain xohmjla alignment across Commercial, IT, Operations, Finance, and Executive Committee
– Comfortable with ambiguity
– can make progress while key strategic decisions (like Yucatan) are still being finalised
– Pragmatic problem-solver
– finds creative solutions within constraints rather than being blocked by them
– Collaborative leadership style
– builds high-performing teams and empowers others
– Retail passion- genuinely excited about transforming customer experiences in physical and digital retail Desirable Experience
– Prior experience with retail media and data monetisation
– Working within or alongside major transformation programmes
– Experience in tech/electricals retail sector