At a Glance
- Tasks: Lead the design of innovative loyalty programmes that enhance customer engagement and brand value.
- Company: Metro Bank, a people-first organisation focused on authentic connections and collaboration.
- Benefits: Competitive salary, annual bonus, generous holidays, pension scheme, healthcare, and colleague discounts.
- Other info: Hybrid working options and excellent career progression opportunities available.
- Why this job: Shape the future of customer loyalty in a dynamic banking environment with real impact.
- Qualifications: Experience in designing loyalty programmes and strong strategic thinking skills required.
The predicted salary is between 58500 - 71500 £ per year.
- Director of Loyalty and Programme Design - 6 month FTC
- County: Greater London
At Metro Bank, we believe the best banking experience starts with people who genuinely care.
We’re not just delivering banking services - we’re building trust through authentic connections.
Here, our people come first; our colleagues are part of a team that values individuality, collaboration, and long-standing relationships.
We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible.
What You Will Do
- Define and lead the loyalty and membership strategy, creating the core behaviours, rewards and experiences that drive customer acquisition, engagement, advocacy and long-term value.
- Design a compelling customer value exchange that balances rewards, benefits and experiences while strengthening the bank’s brand and customer proposition.
- Develop the commercial and loyalty economics model, ensuring a clear link between customer behaviour, programme engagement and sustainable business outcomes.
- Build and shape a differentiated partner ecosystem, working with internal and external stakeholders to source, integrate and manage reward and experience partners.
- Establish the data, personalisation and platform foundations required to deliver a modern, insight-led loyalty programme, including recommendations on capability, technology and delivery approach.
- Create and own the loyalty roadmap and programme blueprint, aligning Product, Technology, Data and Marketing teams around clear priorities, dependencies and delivery milestones.
- Define success measures and performance frameworks, providing clear evidence of customer engagement, commercial impact and programme effectiveness from launch and beyond.
- What You Will Need
- Proven experience designing and launching loyalty, rewards or membership programmes from the ground up within customer-centric sectors such as retail, travel, financial services, telecommunications or hospitality.
- Strong expertise in behavioural design, customer engagement and loyalty economics, with the ability to translate customer needs into commercially successful programme strategies.
- Experience developing reward and partner ecosystem strategies, including the creation of compelling value propositions and commercial partnership models.
- Solid understanding of customer data, CRM, personalisation and segmentation approaches, and how these capabilities enable modern loyalty programmes.
- Experience evaluating loyalty, CRM and Mar Tech platforms, with the ability to assess capability requirements and provide clear technology recommendations.
- Strong strategic thinking and systems design capability, bringing together product, technology, marketing and data into a coherent customer engagement model.
- Exceptional stakeholder management and influencing skills, with the ability to build alignment and drive outcomes across a complex, matrixed organisation.
- Our promise to you…
- We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts!
- We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!
- #J-18808-Ljbffr
Director of Loyalty Programme Design - 6 month FTC in London employer: Metro Bank (UK)
At Metro Bank, we pride ourselves on being an exceptional employer that prioritises our people and fosters a culture of collaboration and individuality. Located in the vibrant city of Manchester, we offer hybrid working options to ensure a healthy work-life balance, alongside competitive salaries and a comprehensive benefits package that includes generous holiday allowances and career progression opportunities. As the Head of Large Corporate, you will lead a dynamic team while making a significant impact on our corporate banking segment, all within an environment that values trust and authentic connections.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Loyalty Programme Design - 6 month FTC in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Metro Bank (UK).
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Metro Bank (UK). The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Director of Loyalty Programme Design - 6 month FTC in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Metro Bank (UK).
How to prepare for a job interview at Metro Bank (UK)
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Metro Bank (UK)'s industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Metro Bank (UK) offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
