We are looking for a Loyalty Executive to join our Digital team at Harrods. You will be responsible for overseeing the day‑to‑day management of the Harrods Rewards programme, ensuring smooth functioning of the programme across all customer touchpoints. This is an exciting opportunity to play a key role in supporting the overall Harrods Rewards programme strategy and the future of loyalty at Harrods.
This is a fixed term 12-month position
About the Role
The Loyalty Executive will play a crucial role in enhancing satisfaction and engagement with the Harrods Rewards programme, through optimised customer experience and engagement. This role will be responsible for overseeing customer interactions with the Rewards programme, ensuring a seamless multi‑channel loyalty experience across all touchpoints.
Key responsibilities include:
* Oversees and manage the day‑to‑day running of the Rewards programme, including benefit and tier management. Ensures seamless execution while identifying opportunities for continuous improvement.
* Support the Loyalty Manager to develop the Rewards programme strategy and roadmap, owning and delivering key initiatives and programme enhancements.
* Works closely with cross functional teams, including Retail, Customer Service, Product, UX, IT and CRM as well as external agencies to drive the continuous improvement of the Rewards customer experience. Ensures the programme is not only engaging but also aligned with evolving customer expectations and business objectives.
* Strong project management mindset, able to produce briefs and other documentation to track progress and ensure others are delivering work on time.
* Works closely with Customer Service to improve support processes. Able to identify patterns and implement solutions for reducing friction in the programme.
About You
This position requires a deep understanding of Loyalty programmes and Loyalty technology. The ideal candidate will have a proven track record of driving customer engagement and loyalty across the customer journey.
* Ability to communicate and work with a diverse set of teams.
* Actively pursues innovation and continual process improvement.
* Understanding of cross functional projects.
* Strong attention to detail with regards to problem‑solving, planning and monitoring project work.
* Deep understanding of Loyalty best practice with experience/exposure to loyalty programmes required. Experience with Annex Cloud and Emarsys preferred but not essential.
* You will have the capacity to deliver within a fast‑paced environment and be comfortable working independently where needed. You know how to engage and motivate a wide range of stakeholders to achieve your goals.
* Positive, can‑do attitude, comfortable with problem solving, dealing with ambiguity and being adaptable.
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