At Tim Hortons, we believe that you shouldn't have to compromise. Whether you want a hot freshly prepared breakfast on the way to work served with our smooth, delicious coffee; a great choice of freshly prepared hot sandwiches for lunch, or one of our famously irresistible donuts for a sweet afternoon treat, Tim Hortons is the place to visit. However, there’s more to Tim Hortons than great-tasting fresh food and coffee. We work hard to deliver the highest quality products and services and strive to be a leader in everything we do. An iconic brand in Canada, Tim Hortons is a brand that is now well established in the UK, as we take on the competitive marketplace. After unprecedented media interest in the national launch in Spring 2017 and a fanatical social media following from fans across the U.K., it is no surprise that the first store is a roaring success, with over 70 restaurants and an exciting growth agenda. It’s a great place to develop and grow. As we look ahead to grow the brand across the country, we are seeking a senior, commercially minded leader to launch and scale our customer loyalty scheme while owning and growing our home delivery sales channels. This role will also be accountable for end‑to‑end digital customer experience across e‑CRM, website, and in‑store kiosks, ensuring a seamless, data‑driven, and customer‑centric journey. The role combines strategy, commercial ownership, and hands‑on execution, working cross‑functionally with Marketing, Digital, Technology, Operations, and Analytics teams. Key Responsibilities Loyalty Strategy & Execution Design, launch, and continuously optimise a best‑in‑class loyalty programme aligned to commercial and brand objectives. Define the loyalty value proposition, earn/burn mechanics, rewards portfolio, and partner opportunities. Own loyalty P&L levers including customer lifetime value, frequency, retention, and incremental revenue. Lead member acquisition, engagement, and personalisation strategies using first‑party data. Home Delivery Sales Channels Own the marketing strategy for home delivery channels, with join responsibility with ops for increasing revenue, conversion, average order value, and repeat purchase. Develop channel growth marketing strategies across owned and third party touchpoints. Use experimentation and test‑and‑learn approaches to improve performance. e‑CRM & Personalisation Lead e‑CRM strategy across email and other owned channels. Build lifecycle communications (acquisition, onboarding, retention, win‑back). Drive advanced segmentation and personalisation using customer data and behavioural insights. Ensure GDPR‑compliant and customer‑first data practices. Website & Kiosk Customer Experience Own the digital customer experience across website and in‑store kiosks. Partner with UX/UI and Technology teams to define roadmaps and prioritise enhancements. Ensure consistency of experience, content, and offers across all digital touchpoints. Champion accessibility, performance, and ease of use. Analytics, Insight & Optimisation Define and track KPIs across loyalty, digital CX, and home delivery performance. Translate insights into clear actions and measurable outcomes. Build business cases for investment using data and customer insight. Leadership & Stakeholder Management Act as the senior point of contact for loyalty and digital CX across the business. Manage agency and technology partners where required. Skills & Experience Essential Proven experience launching and scaling a loyalty programme. Strong commercial ownership of digital or e‑commerce sales channels. Deep experience in e‑CRM, customer lifecycle management, and personalisation. Demonstrated success improving digital customer experience across web and/or in‑store technology. Strong analytical mindset with experience using data to drive decisions. Excellent stakeholder management and leadership skills. Desirable Experience in retail, hospitality, food delivery, or subscription‑based businesses. Knowledge of CDPs, marketing automation platforms, and experimentation tools. Experience integrating online and in‑store customer journeys. Key Success Measures Loyalty member growth, engagement, and retention. Incremental revenue and uplift driven by loyalty and CRM. Home delivery sales growth and conversion. Improvements in customer satisfaction and digital experience metrics. Personal Attributes Customer‑obsessed and commercially driven. Strategic thinker with hands‑on delivery capability. Comfortable operating in fast‑paced, evolving environments. Collaborative leader with strong influencing skills. Hybrid role - 1 day in Egham Offices and others WFH. There will be a requirement to travel to Tim Hortons sites around the UK, where needed Annual Leave - 25 days plus Bank Holidays