Summary

The loyalty operations manager translates M&S Financial Services loyalty objectives into operational plans and leads programme workstreams across stores, online channels and contact centres. The role focuses on customer journeys, servicing, communications and rewards delivery in a hybrid working arrangement.

Responsibilities

• Translate strategic objectives into operational plans
• Lead loyalty workstreams through design and implementation
• Improve end-to-end customer journeys and processes
• Transform servicing across stores and contact centres
• Oversee customer communications and rewards delivery
• Manage operational risks and delivery incidents
• Represent the function in governance forums