Loyalty Operations Lead

Loyalty Operations Lead

Salary: £36,880 - £41,439

Location: Home based with an expectation to travel as appropriate each month

Hours: Full Time – 35 Hours a week

Contract: Permanent

We’re looking for a Loyalty Operations Lead to join our Supporter Experience team.

This is a practical, delivery-focused role, helping turn supporter engagement plans into well-executed journeys and initiatives across Commercial.

You’ll work with teams across the charity to keep delivery on track, strengthen consistency, and make sure supporter experience activity is implemented to a high standard. You’ll also help improve the practical data processes, quality checks and documentation that support consistent and compliant journey delivery.

About the Role

As Loyalty Operations Lead, you’ll help turn supporter engagement plans into reality, working across Commercial to make sure journeys and supporter experience initiatives are implemented clearly, consistently and to a high standard.

You’ll oversee delivery against the supporter experience roadmap, keeping track of what is live, what is in progress and where action is needed. You’ll also play an important role in auditing journey compliance, identifying gaps or risks, and helping improve the practical data processes, quality checks and documentation that enable journeys to be delivered consistently and compliantly.

In this role, you will:

• Oversee the implementation of supporter engagement journeys across Commercial, making sure activity is delivered in line with agreed plans and priorities.
• Maintain a clear view of what is live, what is in progress, what is due and where delivery may be at risk.
• Audit journey adherence, identify gaps or issues, and work with teams to agree and track corrective actions.
• Help ensure supporter journeys and activities are supported by clear data requirements, agreed checks, consistent handovers and good process documentation.
• Work with data, insight, digital and delivery colleagues to identify data quality issues, unclear ownership or process gaps that may affect journey delivery, and help coordinate practical improvements.
• Support teams to understand what strong journey implementation looks like in practice, including the importance of accurate data capture, consistent processes and compliant ways of working.
• Manage bespoke supporter experience projects from start to finish, bringing together the right people and keeping progress on track.
• Use project and workflow tools to coordinate activity, assign actions and report progress to key stakeholders.

About You

Are you someone who enjoys turning plans into action and keeping complex work moving across different teams?

Do you have a strong eye for detail, with the ability to spot gaps, track progress and help teams stay aligned to agreed ways of working?

You’ll be confident working across supporter, customer or audience journeys, with an understanding of what strong execution looks like across different channels and touchpoints.

You’ll be comfortable working with CRM systems and multi-channel activity, recognising the importance of accurate data capture, consistent processes and good information management in helping teams understand and improve supporter experience.

You’ll also be someone who can build strong relationships, influence colleagues positively and keep people focused on practical delivery, even when there are lots of moving parts.

Essentially, we’re looking for someone who is organised, collaborative, supporter-focused and delivery-minded — with the motivation to help teams embed new ways of working and deliver supporter experience activity to a high standard.

About the Team

Supporter Experience is a newly formed department within Commercial, created to help us better understand, engage, support and motivate our supporters.

We’re a collaborative and developing team, working across Commercial to turn supporter experience plans into consistent, well-managed activity that can be delivered, measured and improved.

This is an opportunity to help shape how the department develops from the beginning, supporting teams to embed new ways of working and deliver stronger, more joined-up experiences for our supporters.

In return we can offer you:

• Belonging to a team who make a difference to our community and value equality, diversity and inclusion.
• 29 days’ annual leave plus 8 bank holidays, regardless of service — plus your birthday off to celebrate!
• Opportunity to buy and sell up to 5 days annual leave per year.
• Added to our free health scheme from day one, including discounts on dental, opticians, massages, and more - with the option to upgrade.
• 3 volunteer days per year to support the Help for Heroes community.
• A generous salary sacrifice pension scheme with an 8% employer contribution and a minimum 3% employee contribution, plus life insurance up to 4× salary as an active member.

Closing date: 25th June 2026

Interview Process: This will be a two-stage interview process. Further details will be shared with shortlisted candidates.

We reserve the right to close this vacancy early if we receive a high number of strong applications.

We are committed to equality, diversity and inclusion and welcome applications from all backgrounds.