Contract: Permanent
Location: Nottingham/London (most of the week in Nottingham Support Office)
Overview
Lead the future of one of the UK’s most iconic loyalty programmes. At Boots, we’re looking for an exceptional leader to shape and scale the Boots Advantage Card, a high‑profile loyalty ecosystem. As Head of Loyalty Propositions & Operations, you will drive commercial performance, deepen customer engagement and transform how we reward and personalise experiences for millions of customers.
Key Responsibilities
- Define and evolve a market‑leading loyalty proposition.
- Ensure operational excellence at scale.
- Own the Advantage Card proposition and roadmap, defining a clear short / mid / long‑term vision aligned to customer and commercial outcomes.
- Lead end‑to‑end programme performance, ensuring operational accuracy, integrity and customer trust at every touchpoint.
- Drive proposition innovation using insight, testing and experimentation to continuously enhance engagement, personalisation and value.
- Oversee loyalty operations at scale, including points issuance, rewards fulfilment, governance and performance tracking.
- Partner cross‑functionally with Commercial, Digital, Data and Marketing teams to ensure seamless, consistent customer experiences.
- Build and lead a high‑performing team, fostering a culture of ownership, pace and continuous improvement.
- Embed data‑led decision making, leveraging CRM, digital platforms and analytics to optimise performance and ROI.
Qualifications / Must‑haves
- Credible, commercially‑minded leader with strong track record in loyalty and customer strategy.
- Significant experience designing and operating loyalty programmes at scale (Retail, FMCG, Travel or Consumer Services) with proven commercial impact.
- End‑to‑end ownership mindset, taking propositions from strategy through to execution and optimisation.
- Strong operational leadership, comfortable managing complexity, governance and performance in a large‑scale environment.
- Exceptional stakeholder influence, able to align and inspire senior leaders across a matrix organisation.
- Data‑driven approach, using insight, testing and loyalty ecosystems to drive personalisation and engagement.
- Proven ability to build, lead and develop high‑performing teams.
Benefits
- Boots Retirement Savings Plan (up to 12% company contribution).
- Generous employee discounts for you and a family member.
- Enhanced maternity/paternity/adoption leave pay.
- Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
Equal Opportunity
At Boots, we’re proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported, and free to be themselves.
