Head of Customer & Loyalty

Head of Customer & Loyalty

We are looking for a Head of Customer & Loyalty to shape the future of one of the world’s most loved brands.

This role leads the customer growth strategy, shapes commercial strategies, and champions the voice of the customer across retail, e-commerce, delivery, and partnerships. The focus is on turning insight into action, data into decisions, and loyalty into long‑term growth.

Key Responsibilities

• Lead the customer growth strategy and commercial initiatives.
• Champion the voice of the customer, influencing how customers discover, experience and return to the brand.
• Translate insights into bold commercial action and sustainable growth.
• Build and deliver experiences that encourage repeat visits.

Ideal Candidate

• Passionate about customer behaviour and commercial growth.
• Proven track record of turning insight into bold commercial action.
• Focused on sustainable growth beyond campaigns.
• Skilled at building experiences that people genuinely want to return for.
• Excellent at influencing cross‑team collaboration and challenging the status quo.

Benefits

• 25 days holiday plus bank holidays, with the option to buy up to 5 additional days.
• Pension scheme (5% employee / 3% employer) and life assurance at 1x salary.
• Bupa healthcare, wellbeing support through WeCare and Grocery Aid, plus enhanced sick pay.
• Hybrid working (London office three days per week).
• Access to exclusive employee perks through the Treat Box rewards platform.
• Weekly doughnuts, plus discounts on doughnuts, drinks and merch across UK & Ireland stores.

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