Loyalty Manager

What's in it for you? Working at M&S means being part of something bigger – helping to deliver quality, value and service to millions of customers every day. We’re inclusive, fast‑moving and always evolving, with a strong sense of purpose and a focus on doing the right thing. Here are just a few of the benefits that make working here even more rewarding:

• 20% colleague discount on all M&S products and many third‑party brands for you and someone in your household, available once you’ve completed your probation.
• Competitive holiday allowance with the option to buy more.
• Strong pension and life assurance to help plan for the future.
• Tailored induction and training to support your development from day one.
• Exclusive perks and savings through our M&S Choices portal.
• Market‑leading family policies, including parental, adoption and neonatal leave.
• 24/7 wellbeing support, including virtual GP access and mental health services.
• One paid volunteer day a year to support a cause that matters to you.

What you’ll do: This role is responsible for championing the delivery of the personalised offers programme and loyalty offer strategy, taking charge of Fashion Home and Beauty Offer campaigns throughout the UK and ROI. You’ll own the entire campaign lifecycle, from offer planning, sourcing, and briefing to comprehensive reporting, working with a wide variety of stakeholders from across the business and skillfully navigating financial forecasts and approvals.

• Supporting delivery of the Personalised Offers and Loyalty offer strategy by taking accountability for Fashion, Home & Beauty (FHB).
• End to end campaign management of offers including planning, sourcing, briefing and managing financial forecasts & approval.
• Accountability for delivering against desired trading outcomes through delivery of strategic and tactical offer campaigns.
• Managing day to day Sparks Thank you & Giveaway budget (c.£10m PA) including forecasting daily allocations in line with product availability and budget, regular review of performance and monthly reviews on performance v forecast.
• Manage and own end to end offer campaigns including defining objectives, accurate and timely briefing, coordination of stakeholders & timelines, financial approval, forecasting, quality assurance, briefing, measurement and sharing of final results. Includes any trouble shooting throughout process.
• Work collaboratively with stakeholders to deliver a best‑in‑class FHB offers proposition.
• This will include leading on FHB Loyalty 'always on' campaigns and initiatives, sourcing for new or seasonal / event lines and campaigns, delivery of new strategic propositions as well as managing 'ad hoc' activity to support FHB Trade.
• Work with internal data science teams, insight & growth teams and trading teams to continuously optimise the existing offer proposition but also support the execution of experiments and the implementation of new offer use cases, informing the evolution of the Sparks Proposition, ensuring a data‑led approach.
• Collaborate with proposition, commercial, trade and supply teams to source products or offers to deliver offer campaign strategies enabled by written proposals, as well as close collaboration with CRM teams to ensure that offers are communicated to and reach our customers.
• Support with cascade of agreed Loyalty strategy, initiatives, and actions to BU, including engaging stakeholders as to the purpose of different offer campaigns and mechanisms that can be utilised to achieve different strategic and tactical outcomes.
• Support execution of experiments and implementation of new offer use cases promoting a culture of data‑led decisioning.
• Own product sourcing and managing allocation process of Sparks free treats to customers in line with monthly budget and objectives.
• Update allocation volumes on a fortnightly basis using prior performance to determine volume required each day.

Who you are: Good understanding of loyalty programmes preferably within Retail and Fashion, Home & Beauty. Previous campaign management experience that leverages large sets of customer data with a proven track record of customer centric campaign development and an understanding of how to translate insight into action. Stakeholder management & strong communication skills, with the ability to influence and negotiate at all levels. Strong ability to problem‑solve and recommend solutions, with a proactive approach to drive KPI performance. Strong attention to detail / project management – a highly organised individual with the ability to cope well in a busy environment and manage multiple campaigns and stakeholders at any one time. Strong customer‑first thinking with the ability to understand and balance both the business (commercial/trade) and customer perspective. Proven strategy & planning experience with a strong commercial knowledge.

Everyone's Welcome: We are ambitious about the future of retail. We’re disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We’re transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen. We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together. If you feel you’d benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.