Head Of Loyalty

We have a fantastic opportunity for a Head of Loyalty to join our Customer team s is an exciting, high-profile role for a strategic and commercially minded leader who will shape the future of loyalty across the business.

As the owner of our loyalty proposition, you'll use data, insight and technology to create personalised customer experiences that drive incremental spend, increase retention and build long-term customer advocacy. Leading a team of specialists and working closely with colleagues across Commercial, Digital, Technology and Finance, you'll define how we reward, engage and grow our customer base.

This is a unique new opportunity to influence customer strategy at scale, evolving our loyalty and app experience to deliver greater value for customers while driving measurable commercial growth for Greggs. Through innovative rewards, personalisation and customer insight, you'll help millions of customers get even more from Greggs every day

We can offer you:

• Management Bonus Scheme which is worth up to 30% of your salary
• Pension scheme with matching employer contributions up to 7%
• Company car or car allowance
• Colleague discount, up to 50% off our own-produced products
• Profit share - We want everyone to share in the success of the business, so we distribute 10% of our profits to all our colleagues who have at least 6-month service, or more, each year
• 25 days (5 weeks) annual leave, pro-rated, increasing with service (in addition to bank holidays), plus 1 additional floating day
• The opportunity to purchase additional annual leave twice a year
• Colleague share plans, giving you the opportunity to save and invest in Greggs, with the chance to buy Greggs shares at a discounted rate
• Private Medical Insurance which is free for you and subsidised for your dependants
• Income Protection should you become unable to work due to long-term sickness
• Death in service benefit which provides a lump-sum payment equal to 4 times your year's salary
• Virtual GP, Physiotherapy and Lifestyle Consultations - we provide access to a fantastic total wellbeing app for you and your family
• Employee Assistance Programme - we provide all colleagues with access to an EAP helpline providing mental health support as well as financial and legal support
• Savings and discounts, including digital gift card discounts, online cashback, in-store and online coupons and lifestyle offers
• Career progression and learning and development opportunities
• Colleague Networks - internal groups where colleagues and their allies can share their own experiences, offer feedback on the way we do things at Greggs, and provide support to one another

• This is a full-time role, however flexibility in this will be considered
• We know that having a work-life balance is important, so we offer our colleagues as much flexibility as possible in line with the needs of their role
• The base location for this role is Greggs House, Quorum Business Park, Newcastle Upon Tyne, NE12 8BU

• Own the end-to-end loyalty reward proposition, including mechanics, thresholds, investment levels and commercial performance.
• Use customer insight, propensity modelling and uplift analysis to identify the behaviours and interventions that drive incremental spend and increased visits.
• Continuously test, learn and optimise loyalty mechanics to ensure every pound invested delivers measurable return and customer value.
• Drive LFL growth, visit frequency and customer lifetime value

• Lead the personalisation strategy, determining the right offer, for the right customer, at the right time to maximise engagement and commercial impact.
• Build and evolve next-best-action capabilities, targeting customers whose behaviour can be influenced through timely and relevant interventions.
• Transform loyalty engagement from scheduled campaign activity to real-time, personalised experiences delivered through the app.

• Define the product vision and roadmap for the loyalty app, ensuring priorities balance customer value, commercial return and delivery effort.
• Partner closely with Product and Engineering teams to translate commercial and loyalty objectives into a clear, prioritised backlog.
• Own and track app performance metrics including adoption, active users, conversion, retention and identified share of transactions.

• Drive growth in loyalty…