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:
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:
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.
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