Head of Loyalty, Strategy & Proposition

All the details

Please note this role is a fixed term contract covering maternity

Working at M&S means being part of something bigger - helping to deliver quality, value and service to millions of customers every day. We're inclusive, fast-moving and always evolving, with a strong sense of purpose and a focus on doing the right thing.

Here are just a few of the benefits that make working here even more rewarding:

• 20% colleague discount on all M&S products and many third-party brands for you and someone in your household, available once you've completed your probation
• Competitive holiday allowance with the option to buy more
• Discretionary bonus schemes linked to your performance and ours
• Strong pension and life assurance to help plan for the future
• Tailored induction and training to support your development from day one
• Exclusive perks and savings through our M&S Choices portal
• Market-leading family policies, including parental, adoption and neonatal leave
• 24/7 wellbeing support, including virtual GP access and mental health services
• One paid volunteer day a year to support a cause that matters to you

The Head of Loyalty Strategy 'Proposition' is responsible for defining, evolving, and leading the strategic direction of the Sparks loyalty programme. This role owns the multiyear roadmap, customer value proposition and strategic decision frameworks that ensure Sparks remains market leading, differentiated, and commercially effective.

They lead the development of the core loyalty proposition across rewards, personalisation, digital experience, clubs, partnerships, and omnichannel journeys - grounded in deep customer insight, competitive benchmarking, behavioural data, and commercial rigour.

The role shapes and governs prioritisation across Loyalty, ensuring clarity on what we build, why it matters, and how it delivers for customers, for the M&S brand, and for the business. It also leads strategic partnership development. Finally, as we expand our M&S global footprint, it will increasingly work closely with International teams to shape the global roadmap and ensure Sparks is scalable beyond the UK.

A passion for the M&S brand, its products, and doing what is right for customers is vital - ensuring the proposition reflects the heart of M&S and creates value customers truly feel.

• Define the strategic direction for Sparks across customer, commercial, and brand objectives. Own the loyalty roadmap, working closely with Product - shaping what we build, sequencing priorities, and ensuring all investment decisions are customer led and commercially grounded. Establishing the frameworks, criteria, and governance that underpin prioritisation.
• Develop new propositions from initial customer insight / challenge through to launch, working closely with Sparks business and D&T teams to ensure smooth delivery and long-term success of new propositions. Ensuring the proposition reflects M&S brand values - trusted quality, product passion, value.
• Define the partner strategy for Sparks - identifying, evaluating, and shaping partnerships that enhance loyalty value and emotional connection.
• Manage Sparks partnerships from contract through to execution and ongoing relationship management. Establishing viable loyalty partnerships operating model for M&S and scale in line with results over time.
• Partner with M&S International to define and evolve the Sparks global strategy. Shaping the international loyalty proposition and ensure alignment with the UK roadmap while allowing for appropriate flexibility.
• Partner with Finance to develop business cases, model commercial outcomes, and assess customer value. Ensuring all propositions are commercially viable, brand enhancing, and customer positive.
• Work closely with Product, Engineering and Data Science to define customer first product requirements. Prioritising features and capabilities that enable long term loyalty growth.
• Inspire teams around the future vision of Sparks.

You are a strategic thinker with deep loyalty, customer insight or customer growth experience. You combine analytical rigour with creativity, commercial judgement, and strong narrative skills. You are passionate about the M&S brand, its products, and doing the right thing for customers - committed to creating rewarding and effortless experiences that customers genuinely feel. You thrive on shaping long term strategy, influencing senior stakeholders, and turning complex insight into simple, actionable direction.

• Strong loyalty & proposition leadership:
  Proven experience shaping loyalty strategy or customer propositions at scale.
• Customer centric & insight driven mindset:
  Ability to unlock insight from data, research and behaviour - and turn it into strategy. Outstanding strategic thinking & prioritisation:
  Comfortable shaping direction amid ambiguity and making clear choices on what matters most.
• Commercial acumen:
  Strong capability in business case development and commercial impact assessment.
• Exceptional…