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Head of Loyalty

Head Office/Support Centre

Head of Loyalty - 12 months fixed term contract

The Works is a unique place to… well… work. We are a proactive and hardworking bunch. We’ve built an environment that’s busy, fast-moving and full of energy. Our atmosphere is welcoming, friendly and inclusive. If you are the kind of person who is as crafty, caring and can-do as we are, then this is the kind of culture for you.

The short bit "About the Role"

The Together Rewards Card programme is now in it’s 8th year and has over 9 million card holders and nearly 5-million registered members. This position plays a central role in the ownership of our loyalty card programme and customer strategy. 

Following an in-depth review of the loyalty programme with 3rd party loyalty consultants – a new strategic roadmap has been defined which maximises business performance based on a clear understanding of customer needs.

This crucial and very hands-on role reports into the Digital Director and will closely collaborate with teams across the business including Finance, IT, Customer Services, Marketing and Retail Operations. 

Some of the key responsibilities you will need to undertake.

  • Delivery of the loyalty strategy: Crucial to this role is the delivery of our loyalty strategy and roadmap as defined with our loyalty partners. Examples of some of these key deliverables include:
    • Delivery of any propositional changes – working closely with our loyalty partners and IT teams
    • Delivery of a new Reporting and KPI suite – working closely with our loyalty partners, finance and IT teams
    • Implementation and analysis of agreed email marketing campaigns
    • Execution of the loyalty marketing plan – working closely with our marketing team
    • Supporting delivery of migration of analytics tool to a new provider
    • Delivery of operational KPIs and store training - working closely with our retail operations and store teams
  • Analytics: Provide senior KSH with regular programme reporting, insight and programme analysis – including measurement of programme ROI. Supporting our marketing team and brand agency to provide analysis and insight into our customer behaviour (via our CRM tools) on request
  • Collaboration: Being able to bring different capabilities together (internal teams, stakeholders and external agencies) is essential to deliver the highest standards of results and ensure KSH are regularly updated on progress of the loyalty roadmap
  • Budgeting: Ensure delivery of our strategic objectives is within budget and working closely with Finance, provide monthly updates on budgetary performance

What we are looking for:

  • You will need to be both customer and commercially focused, with a strong background in loyalty programme management
  • Strong track record in the delivery of complex and multi-channel loyalty strategies
  • A head for numbers with a strong background in data analytics, including hands-on experience of analytics tools such as Qlik, Looker, FastStats or Power BI
  • Experience managing projects and senior key stakeholders
  • Hand-ons and confident with being highly involved in the day-to-day activities and decision making
  • Great team management and development skills

What we will give to you…!

  • 25% discount off our products in store!
  • 33 days holiday (inclusive of Bank Holidays).
  • Holiday Purchase Scheme to increase your annual leave entitlement.
  • Company pension contribution.
  • Cycle to Work Scheme.
  • Employee Assistance Programme.
  • Life Assurance.
  • Healthcare Cash Plan.
  • Free Car Parking.
  • Charity Giving - Pennies from Heaven and Give as you Earn.

Finally, the bit "About The Works"

We are people who do!

Here at The Works, we are building a working environment that’s fun, friendly, and supportive - all at the same time. It’s somewhere that’s designed for people who love getting busy, whether that’s helping customers, meeting new challenges, or building a rewarding career.

It’s a place for people who know how to roll their sleeves up, get creative, and put their passion and imagination to work…People who do!

We are the UK’s leading family friendly retailer of value gifts, arts, crafts, toys, books and stationery. With over  500 stores nationwide together with a brilliant online store, we’re here to offer our customers a unique and enjoyable shopping experience, built on our core principles of value, variety and quality. You will find our stores in a huge and diverse range of locations; on high streets, in shopping centres, on retail parks, and as concessions (usually in garden centres). We are also one of the few value retailers with a full featured online store that helps our customers to shop how they want, when they want, 7 days a week.

Oh....and we are super proud  to be a Sunday Times 2020 Top 25 “Best Big Companies” to work for. 

It all means that we have built the kind of working environment that is the perfect place for people who love our products to build a career. It is somewhere you can put your proud and passionate, inclusive and accessible, confident and honest, fun and creative, and nimble and driven approach to work.

And if you can roll up your sleeves, get on with any job, and meet any challenge, it’s also somewhere you can thrive.

Apply now
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