Summary
The role of the Loyalty Operations Manager is to work in partnership 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 through the M&S Stores, the M&S Contact Centre and the M&S Bank Contact Centre.
What you'll do
- 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.
Who you are
- 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.
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
- 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
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.
#LI-hybrid #LI-CC1 #hybridrole
Skills Required
- Proven experience leading complex, cross-functional programmes from design through implementation and completion
- Experience owning programme outcomes, risks, and dependencies
- Strong influencing, communication, and stakeholder-management skills
- Credibility representing customer, colleague, operational, and Financial Services needs at all levels
- Detailed knowledge of customer loyalty programmes
- Detailed knowledge of contact centres and customer-facing store operations
- Knowledge of the Financial Services regulatory environment
- Excellent analytical, problem-solving, and attention-to-detail skills
- Ability to use customer and colleague insight to identify opportunities and deliver solutions
- Ability to map customer journeys and processes and translate findings into improvements
- Ability to adapt priorities to improve efficiency, effectiveness, and satisfaction
What We Do
At M&S, we're dedicated to being the most trusted retailer, prioritising quality and delivering value. Every day, we bring the magic of M&S to our customers, whenever, wherever and however they want to shop with us. For over a century, we've set the standard, doing the right thing and embracing innovation. Today, with over 65,000 colleagues serving 32 million customers globally, we're putting quality products at the heart of everything we do. Tomorrow holds boundless opportunities with us. We're pioneering digital innovation and shaping the future of retail where our values drive every action. We stay close to customers and colleagues, always curious and connected. Our decisions are bold, our actions ambitious. Transparency is paramount, with straightforward, honest communication. We're constantly innovating, always striving for the best. Our focus is on aiming higher and winning together, combined with wise financial decisions to secure our future. Join us at M&S to shape the future of retail.
