We are working closely with a major company in the retail industry.
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They are looking for an exceptional interim leader to drive Phase 2 of their customer loyalty proposition transformation.
What Youll Be Doing: Lead Phase 2 Delivery (4-6 months, excluding Peak trading)
- Run a cross-functional squad covering loyalty transformation, data, commercial strategy, and permanent recruitment:
- Build and lead a small, focused team (~3 FTE) to drive design and validation work
- Secure and deploy business resources effectively
- Establish governance, decision-making frameworks, and stakeholder engagement rhythms
- Business case validated with investment requirements
- Customer migration strategy and communications approach
- Operating model design for running the Club at scale What Were Looking For Essential Experience Senior loyalty programme leadership with proven track record of:
- Designing and launching successful loyalty/customer club programmes from scratch or major transformations
- Operating loyalty programmes at scale (ideally 1M members)
- Driving measurable commercial outcomes (frequency, retention, monetisation)
- Omnichannel retail experience:
- Understanding of how loyalty integrates across physical stores, digital, and customer service
- Experience bridging online and offline customer experiences
- Retail operations knowledge and ability to design operationally viable solutions
- Building loyalty propositions grounded in customer data and insights
- Experience with customer segmentation, personalisation, and targeted offers
- Understanding of how to monetise customer data while respecting privacy
- Leading complex, cross-functional transformation programmes
- Working with platforms like Salesforce, customer data platforms, order management systems
- Balancing tactical "now" solutions with strategic "future" architecture
- Experience navigating technical constraints while maintaining ambition
- Designing experiments to validate customer and commercial value
- Building business cases with robust financial modelling
- Creating scalable frameworks from pilot results Personal Attributes
- Strategic thinker with execution excellence
- can paint the vision while rolling up sleeves to get the detail right
- Stakeholder influencer
- able to gain xjlbheb alignment across Commercial, IT, Operations, Finance, and Executive Committee
- Comfortable with ambiguity
- can make progress while key strategic decisions (like Yucatan) are still being finalised
- Pragmatic problem-solver
- finds creative solutions within constraints rather than being blocked by them
- Collaborative leadership style
- builds high-performing teams and empowers others
- Retail passion- genuinely excited about transforming customer experiences in physical and digital retail Desirable Experience
- Prior experience with retail media and data monetisation
- Working within or alongside major transformation programmes
- Experience in tech/electricals retail sector
- Knowledge of UK loyalty landscape