Loyalty Operations Manager

The Loyalty Operations Manager partners with M&S Financial Services, M&S Sparks Loyalty, M&S Bank, and third parties to design and deliver the M&S Financial Services loyalty programme operational strategies across M&S Stores, the M&S Contact Centre, and the M&S Bank Contact Centre. The role involves translating strategic objectives into operational plans, leading loyalty programme workstreams, and overseeing customer communications and loyalty rewards delivery. It also includes leading customer servicing transformation, managing cross-functional stakeholders, and ensuring accurate, timely, and budget-controlled programme operations.