Head of Loyalty Propositions and Operations

Job Description

Contract: Permanent

Location: Nottingham/London (most of the week will be in our Nottingham Support Office)

Overview

Lead the future of one of the UK’s most iconic loyalty programmes – the Boots Advantage Card. This rare opportunity places you as the custodian of a high‑profile, high‑impact loyalty ecosystem at national scale.

This is a pivotal leadership role with dual accountability: defining a market‑leading loyalty proposition and ensuring operational excellence at scale.

What you will be doing

• Own the Advantage Card proposition and roadmap, defining and delivering a clear short‑, mid‑ and long‑term vision aligned to customer and commercial outcomes.
• Lead end‑to‑end programme performance, ensuring operational accuracy, integrity and customer trust at every touchpoint.
• Drive proposition innovation, using insight, testing and experimentation to continuously enhance engagement, personalisation and value.
• Oversee loyalty operations at scale, including points issuance, rewards fulfilment, governance and performance tracking.
• Partner cross‑functionally with Commercial, Digital, Data and Marketing teams to ensure seamless, consistent customer experiences.
• Build and lead a high‑performing team, fostering a culture of ownership, pace and continuous improvement.
• Embed data‑led decision making, leveraging CRM, digital platforms and analytics to optimise performance and ROI.

What you need to have (our must‑haves)

• Credible, commercially‑minded leader with a strong track record in loyalty and customer strategy.
• Significant experience designing and operating loyalty programmes at scale (retail, FMCG, travel or consumer services) with proven commercial impact.
• End‑to‑end ownership mindset, taking propositions from strategy through to execution and optimisation.
• Strong operational leadership, comfortable managing complexity, governance and performance in a large‑scale environment.
• Exceptional stakeholder influence, able to align and inspire senior leaders across a matrix organisation.
• A data‑driven approach, using insight, testing and loyalty ecosystems to drive personalisation and engagement.
• Proven ability to build, lead and develop high‑performing teams.

Rewards designed for you

• Boots Retirement Savings Plan (up to 12% company contribution)
• Generous employee discounts for you and a family member
• Enhanced maternity/paternity/adoption leave pay
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme

We are an equal‑opportunity employer, creating a place where everyone feels welcome, supported and free to be themselves.

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