# Loyalty Operations Manager

**Company**: Marks & Spencer
**Location**: London, GB
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Retail

**Apply**: https://fa-eqid-saasfaprod1.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/140507?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
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## Description

The Loyalty Operations Manager role involves working with M&S Financial Services, M&S Sparks Loyalty, M&S Bank, and other third parties to design and deliver the M&S Financial Services loyalty programme operational strategies.

The successful candidate will:

- Translate strategic objectives into operational plans and lead loyalty programme workstreams from design and implementation through to ongoing optimisation.

- Design and improve end-to-end customer journeys, processes, and digital-first contact experiences to increase satisfaction, reduce friction, control costs, and deliver good customer outcomes.

- Lead the customer servicing transformation across stores, online channels, and contact centres, ensuring colleagues are trained and equipped to resolve queries accurately and efficiently.

- Oversee customer communications and the accurate, timely, and budget-controlled delivery of loyalty rewards, while preventing programme misuse and abuse.

- Bring cross-functional stakeholders together to remove delivery barriers, manage operational risks and incidents, represent the function in governance forums, and support the wider Operations team.

The ideal candidate will have:

- Proven experience leading complex, cross-functional programmes from initial design through implementation and completion, with clear ownership of outcomes, risks, and dependencies.

- Strong influencing, communication, and stakeholder-management skills, with the credibility to represent customer, colleague, operational, and Financial Services needs at all levels.

- Detailed knowledge of customer loyalty programmes, contact centres, customer-facing store operations, and the Financial Services regulatory environment.

- Excellent analytical, problem-solving, and attention-to-detail skills, using customer and colleague insight to identify opportunities and deliver effective solutions.

- Proven ability to map customer journeys and processes, translate findings into improvements, and adapt priorities to improve efficiency, effectiveness, and satisfaction.

Benefits of working at M&S include:

- 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.

- Discretionary bonus schemes linked to your performance and ours.

- 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.

## Skills

### Required
- customer loyalty programmes
- contact centres
- Financial Services regulatory environment
- analytical skills
- problem-solving skills
- stakeholder management

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