Loyalty Operations Executive

Reporting to the Loyalty Operations Manager, the Loyalty Operations Executive will be responsible for supporting the successful day to day running and maintenance of the Harrods Rewards programme, as well as identifying gaps in the loyalty solution & business processes and supporting the development of new propositions and customer experiences.

Principal accountabilities

• Work closely with the Loyalty Marketing Manager and Loyalty Operations Manager to continually improve the Rewards customer experience, identifying opportunities to reduce friction and increase efficacy across all physical and digital channels
• Engage with colleagues from Retail, Customer Service, CRM and IT as well as external agencies to identify enhancements to programme operations and business processes
• Support the delivery of loyalty propositions and promotions across Harrods digital and physical channels, working with the Loyalty Marketing team to lead the solution configuration for new initiates where needed
• Understand & document Rewards processes, identify gaps and suggest improvements which drive efficient ways of working
• Become a subject matter expert on all Rewards systems, support project delivery of new functionality and platform developments
• Act as the main point of contact for operational queries and customer escalations
• Maintain Rewards T&Cs and FAQs, ensuring all documentation is kept up to date with new initiatives
• Manage Rewards Cards and Reward collateral across all Harrods sites, working with the Loyalty Executive to manage stock levels
• Demonstrate organisational and planning skills, attention detail and the ability to manage and prioritise multiple projects and deadlines

About Us

As the world’s luxury emporium, we deliver a magical, memorable experience for customers. This makes us uniquely challenging for creative minds, to protect and grow our brand demands extraordinary composure, creativity and commerciality. Harrods’ global brand offers uniquely exciting challenges, and we nurture a supportive environment where creativity, resilience and commercial awareness make anything possible.

About You

You will need to have prior experience within a Loyalty, Operations or Project Manager role, and ideally, a Bachelor’s degree in relevant field.

You must have an understanding of loyalty programme and database marketing technology, experience with Annex Cloud and SAP Marketing Cloud is desired but not essential. Familiarity with Marketing laws (GDPR, CAN-SPAM, CASL, Etc...) is key.

You must also be able to display an understanding of cross-functional projects.

You must have strong attention to detail with regards problem-solving, planning and monitoring project work, and the ability to communicate and work with a diverse set of teams while advocating for the central Loyalty strategy.

You will need excellent interpersonal and stakeholder management skills, able to quickly gain the trust and confidence of multiple stakeholders.

You will display flexibility and readiness to adapt to changing priorities.

Our Promise to You

At Harrods, we pride ourselves on challenging conventional thinking and doing the seemingly impossible for customers.

Share our positive approach and this will be a defining career move. You will gain experience across the business and have the freedom to make connections the way you want.

Plus, you will be close to the heart of a creative team in which each week brings something new.

For our part, we will recognise your ideas with excellent opportunities for long-term career progress, plus a strong package. This includes generous pension, staff discounts of up to 33% on Harrods’ products, 25 days’ holiday and a day off on your birthday.

Uniquely You

At Harrods we believe the personality and authenticity of our people sets us apart.

We celebrate and invite applications from all cultures, backgrounds, tastes and experiences and are proud of our culture where people from all walks of life can grow and thrive.

What makes you unique makes us exceptional.

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or Instagram.