Head of Loyalty Propositions and Operations

Job Description

Contract: Permanent
Location: Nottingham/London (most of the week will be in our Nottingham Support Office)
Recruitment Partner: samantha.bramhall@boots.co.uk

Lead the future of one of the UK's most iconic loyalty programmes

At Boots, we're looking for an exceptional leader to shape and scale one of the UK's most recognised and trusted loyalty programmes-the Boots Advantage Card.

This is a rare opportunity to be the custodian of a high-profile, high-impact loyalty ecosystem at national scale. As Head of Loyalty Propositions & Operations, you will sit at the heart of our customer and commercial strategy - driving commercial performance, deepening customer engagement, and transforming how we reward and personalise experiences for millions of customers.

This is a pivotal leadership role with dual accountability:

• Defining and evolving a market-leading loyalty proposition
• Ensuring operational excellence at scale

You will lead the full lifecycle of our loyalty programmes-from strategy and innovation through to flawless delivery-balancing long-term transformation with best-in-class day-to-day execution.

What you'll be doing

As the Head of Loyalty, you will:

• Own the Advantage Card proposition and roadmap, defining and delivering a clear short / mid / 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'll need to have (our must-haves)

• We're seeking a 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, with a track record of 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, with the ability 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

Where your brilliance can take you

At Boots, we believe in nurturing talent and providing opportunities for growth. This is your opportunity to shape a cornerstone of Boots' customer proposition and play a defining role in how we engage millions of customers every day. You'll have the autonomy, scale and backing to drive meaningful transformation-within a brand that's trusted, loved, and embedded in communities across the UK.

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.

There's lots more in our benefits and discounts, MyBoosts - there to give you that little lift in your everyday. Find out more at http://boots.jobs/rewards. Exclusions may apply; eligible roles only.

A bit about us
At Boots, we're proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported, and free to be themselves. We believe that when our people feel valued and included, they thrive.

What's next?
If you apply, our team will be in touch to let you know the outcome of your application or to arrange next steps. We are open to discussing part-time and job share options. If you require additional support during the application and interview process, we are happy to provide reasonable adjustments to help you be at your best.

We hope to hear from you soon.
Be brilliant with Boots.