Head of Loyalty Propositions & Strategic Planning

The past 18 months has been one of the most challenging in retail and M&S has had to change and adapt quicker than ever before. Our Digital Transformation has never been more important as consumers have drastically changed how they shop and interact with brands. M&S is ready to push boundaries to lead the industry into a greener, speedier, more inspiring digital era. That’s why we’re revolutionising how we work and offering our most exciting opportunities yet. There’s never been a better time to be part of our team!

Sparks is key to our overall M&S digital transformation – giving us a 360 view of how our customers shop across M&S. Our goal is to make Sparks the biggest and best loyalty programme – in the UK but also abroad as we extend the scheme to global markets (Republic of Ireland launching later this year). This role is critical in crafting our proposition so it makes customers want to join, and when they are members scan their digital card every-time they shop.

We’re looking for a customer-centric leader, who can develop and deliver the Sparks strategy across a broad range of sophisticated business areas. You’ll be the guardian of the Sparks proposition and work across the loyalty team to evolve this – improving current features and benefits, and crafting new propositions.

So, if you’re passionate about delivering propositions customers will love, please keep reading!

• Define and craft the 3-year strategic Loyalty Customer Investment strategy (both for core investment £10m+, plus BU funded offer and incentives £100m+) to drive effective engagement and Customer Love for Sparks and M&S.
• Drive ’customer love’ and loyalty across M&S, through deep customer insights, testing and research.
• Develop financial models and business cases to support your analyses, enabling data focused decision-making.
• Collaborate across M&S set to identify future customer opportunities, innovation and test hypotheses to grow Customer Lifetime Value and engagement: multiple trading business units, online and store channel teams, product development and operations, internal and external brand partnerships.
• Develop clear Go to Market strategies for the most engaging experiences with all functions: Marketing, Operations, Digital Product, Legal, HR, Finance etc…
• Present findings to a range of senior business partners and influence decision-making.
• Lead the co-ordination, preparation and inputs into the Digital Board, Masterbrand Planning and Strategic BU LT meetings.
• Support the wider team definition and review of OKRs annually and quarterly to mobilise and drive Customer and Commercial outcomes.

• You’ll have experience working in a Strategic Marketing/Loyalty role within a credible commercial organisation or strategy/management consulting firm.
• Outstanding analytical skills, strategic evaluation and proposition development.
• Collaborative and Agile leadership – both across department peers and of a small team (Propositions, Customer Research & Insights).
• Sophisticated critical thinking and problem-solving skills.
• Strong influencer who can work across at all levels of M&S.
• Excellent written and verbal communication.
• Confidence and poise in presenting to management and senior leaders.
• Strong focus on details, accuracy, and quality.
• Intellectually curious, high energy and resilient.
• Flexible and able to balance multiple projects and priorities.

Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact. We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process. If you consider yourself to have a disability or learning difficulty which means you are unable to complete the application process online, please get in touch either by phone on 0345 300 3725 or by email recruitment.online@marksandspencer.com so we can make alternative arrangements for you.