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.