We are looking for a Loyalty Executive to join our Digital team at Harrods. The role is a fixed‑term 12‑month position responsible for managing the day‑to‑day operations of the Harrods Rewards programme, supporting its strategy and ensuring a seamless multi‑channel customer experience.
About the role
* Oversee the day‑to‑day running of the Rewards programme, including benefit and tier management, while identifying opportunities for continuous improvement.
* Support the Loyalty Manager in developing the Rewards programme strategy and roadmap, delivering key initiatives and enhancements.
* Collaborate with cross‑functional teams (Retail, Customer Service, Product, UX, IT, CRM) and external agencies to drive the continuous improvement of the loyalty customer experience.
* Apply a strong project‑management mindset, producing briefs and documentation to track progress and ensure timely delivery.
* Partner with Customer Service to improve support processes, identifying patterns and implementing solutions to reduce friction.
* Own the programme’s performance metrics and provide data‑driven insights to stakeholders.
* Maintain a deep understanding of loyalty technology (Annex Cloud or Emarsys experience is preferred).
Key competencies
* Effective communication across diverse teams.
* Active pursuit of innovation and continual process improvement.
* Understanding of cross‑functional project management.
* Strong attention to detail in problem‑solving, planning, and monitoring project work.
* Deep familiarity with loyalty best practices and programme experience.
* Capacity to deliver within a fast‑paced environment, working independently when required, and engaging stakeholders.
* Positive, can‑do attitude with adaptability to ambiguity.
Qualifications
* Deep understanding of loyalty programmes and loyalty technology.
* Proven track record of driving customer engagement and loyalty across the customer journey.
* Experience or exposure to loyalty programmes; knowledge of Annex Cloud and Emarsys is preferred but not essential.
* Strong project‑management skills with a track record of delivering projects on time.
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