Loyalty Operations Executive - Fixed Term Contract

Harrods; Greater London; On-site; GBP 36,000 - 52,000; Full time

Job summary

A luxury department store in Greater London is seeking a Loyalty Operations Executive for a fixed-term contract. This role involves managing the day-to-day operations of the Rewards programme, ensuring a seamless customer experience while working closely with various teams. The ideal candidate has a strong background in loyalty programs, excellent communication skills, and the ability to drive customer engagement. This is a great opportunity to contribute to an innovative and luxury shopping experience.

Qualifications

• Deep understanding of loyalty programs and technology.
• Proven track record of driving customer engagement.
• Ability to work with diverse teams and stakeholders.
• Ability to work with diverse teams and stakeholders.

Responsibilities

• Manage day-to-day running of the Rewards programme.
• Support development of Rewards programme strategy.
• Work with teams to improve customer experience.
• Produce briefs and documentation to track progress and ensure timely delivery.
• Work with Customer Service to improve support processes and reduce friction.

Skills

Customer engagement

Project management

Problem solving

Innovation

Communication

Loyalty platforms

Tools

Annex Cloud

Emarsys

Job description

Loyalty Operations Executive - Fixed Term Contract

Harrods Hammersmith, England, United Kingdom

We are looking for a Loyalty Executive to join our Digital team at Harrods. You will be responsible for overseeing the day-to-day management of the Harrods Rewards programme, ensuring smooth functioning of the programme across all customer touchpoints. This is an exciting opportunity to play a key role in supporting the overall Harrods Rewards programme strategy and the future of loyalty at Harrods.

This is a fixed term 12-month position with a February/March 2026 start.

About the Role

The Loyalty Executive will play a crucial role in enhancing satisfaction and engagement with the Harrods Rewards programme, through optimised customer experience and engagement. This role will be responsible for overseeing customer interactions with the Rewards programme, ensuring a seamless multi‑channel loyalty experience across all touchpoints.

Key responsibilities include:

• Oversee and manage the day‑to‑day running of the Rewards programme, including benefit and tier management, ensuring seamless execution while identifying opportunities for continuous improvement.
• Support the Loyalty Manager to develop the Rewards programme strategy and roadmap, owning and delivering key initiatives and programme enhancements.
• Work closely with cross‑functional teams, including Retail, Customer Service, Product, UX, IT and CRM as well as external agencies to drive the continuous improvement of the Rewards customer experience. Ensure the programme is not only engaging but also aligned with evolving customer expectations and business objectives.
• Strong project management mindset, able to produce briefs and other documentation to track progress and ensure others are delivering work on time.
• Work closely with Customer Service to improve support processes. Identify patterns and implement solutions for reducing friction in the programme.

About You

This position requires a deep understanding of Loyalty programmes and Loyalty technology. The ideal candidate will have a proven track record of driving customer engagement and loyalty across the customer journey.

• Ability to communicate and work with a diverse set of teams.
• Actively pursues innovation and continual process improvement.
• Understanding of cross‑functional projects.
• Strong attention to detail with regards to problem‑solving, planning and monitoring project work.
• Deep understanding of Loyalty best practice with experience/exposure to loyalty programmes required. Experience with Annex Cloud and Emarsys preferred but not essential.
• Capacity to deliver within a fast‑paced environment and be comfortable working independently where needed. Comfortable engaging and motivating a wide range of stakeholders to achieve your goals.
• Positive, can‑do attitude, comfortable with problem solving, dealing with ambiguity and being adaptable.

About Us

Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought‑after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.

Our Promise to You

Share our drive to create seemingly impossible luxury experiences for customers, then this will be a hugely important move for you. As well as the chance to learn from true retail experts, you’ll have the satisfaction of working with world‑class brands and a team that’s setting the standards for the industry.

Whilst our job adverts outline the ideal qualities, skills, and prior experience for the role, we believe in the potential for growth and value individual strengths. If you can demonstrate the majority of skills and strong experience to thrive in this role, we would encourage you to apply.

At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods.