What's the job?
1. Programme delivery & workstream management: Support the Programme Delivery Lead with the delivery of key workstreams, ensuring timely execution and proactive management of risks and dependencies. You will be responsible for leading and delivering plans for workstreams such as creative concepting, commercial model, offer management, go-to-market planning, customer migration, in-market testing, analytics and measurement.
2. Customer experience and journey mapping: Act as the guardian of the Loyalty CX throughout all key customer journeys (sign-up, welcome, migration, manage), partnering with Tech, Ecomm, CRM and Retail Ops to ensure Loyalty if effectively embedded across all channels and customer touchpoints.
3. Cross-functional collaboration: Facilitate working sessions and drive alignment across a range of departments including marketing, commercial, e-commerce, finance, and retail operations. You will be responsible for ensuring all stakeholders are engaged, and that new processes are co-designed and implemented effectively.
4. Technology requirements: Partner closely with the technology team to validate business requirements. This involves ensuring that business needs translate clearly into technical requirements and that delivery plans are aligned to support a seamless build and implementation.
5. Governance & progress reporting: Support the Programme Delivery Lead in maintaining a clear governance structure by providing regular updates on workstream progress, risks, and key decisions required to ensure programme visibility and progress.
What we need:
6. Minimum of 3 years’ experience in Loyalty program proposition strategy or loyalty operational management within a large B2C organisation (retail, travel, telco, hospitality etc)
7. Direct experience in building and launching a new loyalty proposition is extremely desirable
8. Strong knowledge of loyalty best practices, trends, and industry standards
9. Familiarity with legal and compliance considerations related to Loyalty programs
10. Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams and engage customers
11. Strong written communication still – able to write clear, concise updates and summaries whether within email, PowerPoint, Confluence or other
12. Strong analytical skills with the ability to derive insights from data and make data-driven decisions
13. Detail-oriented with strong project management skills to handle multiple initiatives simultaneously
14. Creative problem-solving skills and a proactive approach to overcoming challenges
What's in it for me?
As part of a great team, you’ll be valued for who you are.We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.
We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!
So we can support you during the application or interview process, please contact for any recruitment adjustments.