Loyalty Manager - Foods

Marks and Spencer; City Of London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading UK retailer is seeking an experienced Loyalty Manager to manage their Food Dedication programme. In this role, you will drive customer engagement through loyalty initiatives, manage significant promotional markdowns, and coordinate cross-functional campaigns. The ideal candidate will have a strong background in CRM and campaign management, with a focus on delivering measurable results and enhancing customer experience. Join us in redefining retail and contribute to transformative initiatives in food marketing.

Benefits

20% colleague discount

Competitive holiday allowance

Discretionary bonus schemes

Strong pension and life assurance

Tailored induction and training

Exclusive perks and savings

Market-leading family policies

24/7 well-being support

One paid volunteer day a year

Qualifications

• Experience in retail CRM or customer growth roles, ideally in the Food industry.
• Strong project management skills and attention to detail.
• Ability to manage multiple campaigns in a fast-paced environment.

Responsibilities

• Lead the M&S Food Dedication programme managing £20m in promotional markdown.
• Coordinate loyalty Food proposition launch and ensure customer engagement.
• Develop campaign timelines and ensure process adherence across teams.

Skills

Campaign management

Data-driven decision making

Cross-functional collaboration

Customer relationship management (CRM)

Analytical skills

Job description

Summary

We are looking for an experienced Loyalty Manager to work across our Food Dedication Programme.

All the details

Every day we engage with our customers through inspiring, impactful marketing. From show-stopping, above-the-line campaigns to the simplest POS designs in store, every step of the customer journey is crafted by our standout teams to build the very best experience, at every touchpoint. We explore the data and learn from our successes - constantly driving our Clothing & Home category to be the market leader. And we're just getting started. There's no better time to join our team as we continue to elevate our style, break boundaries and take the M&S brand to the next level.

Dedication is a key strategic objective for M&S and is currently going through an exciting transformation. This role leads the personalised offers program and loyalty offer strategy. It also manages Food Offer campaigns across the UK and measures their return on investment.

You'll own the entire campaign lifecycle, from offer planning, sourcing, and briefing to comprehensive reporting, and skillfully navigate financial forecasts and approvals.

Join us on this transformative journey, where your expertise will play a pivotal role in crafting the evolution of M&S Food dedication initiatives.

What's in it for you?

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

What you will do

• Manage and direct the M&S Food Dedication programme, accountable for £20m in promotional markdown and £72m in linked sales increases. Achieve commercial goals by providing strong cross-functional leadership.
• Work closely with cross-functional collaborators to deliver an outstanding Food offer and free giveaways proposition. Coordinate always-on' dedication campaigns, seasonal and event-led sourcing, and ad-hoc activities that support broader Food Trade priorities.
• Assist in building and lead the delivery of the new loyalty Food proposition launch. Ensure smooth coordination among teams, timely rollout, and meet customer engagement and commercial goals.
• Own, build, and continuously manage a loyalty offer pool of over 250 rewards. Ensure the mix stays compelling, relevant, and effective in driving customer engagement, retention, and programme growth.
• Develop and manage clear campaign timelines, critical paths, and SLAs, working across teams to ensure processes are followed, deadlines are met, and high‑quality execution is consistently achieved.
• Bring together category marketing and commercial teams to build and deliver the yearly, quarterly, and monthly Food dedication mission plan. Prioritise offers aligned with key trading moments, commercial goals, and weekly Food Trade planning to improve customer impact and business performance.

Who you are

• Experienced in dedication, CRM, or customer growth roles within retail-ideally in the Food industry-with a strong understanding of how dedication programmes drive customer engagement and commercial performance.
• Skilled in end-to-end campaign management, using large and complex customer data sets to build targeted, data-driven activity that delivers measurable results.
• Highly organised with outstanding attention to detail and strong project management capabilities, able to prioritise effectively and manage multiple campaigns in a fast-paced environment.
• A confident communicator with strong collaborator management skills, capable of influencing, negotiating, and presenting to senior leaders across a variety of formats.
• Commercially minded with proven experience partnering with Finance, applying good judgement to balance customer needs with commercial and trade priorities to improve value.
• Analytical, proactive, and solutions-focused, with a track record of turning customer insight into impactful action, solving problems independently, and driving continuous improvement in benchmark performance.

Everyone's welcome

We are ambitious about the future of retail. We're reinventing, innovating and leading the industry into a more conscientious, inspiring digital era. We're redefining how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don't hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.