Head of Membership & Loyalty, Delivery - UK&I

About the Role

Lead the future of customer loyalty. We are looking for an experienced leader to own the strategy and execution of our membership and loyalty programs in the UK. This is a critical role that will drive customer engagement, retention, and growth across our entire platform. As the Head of Membership & Loyalty you will lead a team of experts, collaborating with cross-functional partners in product, marketing, and business development to deliver a best-in-class customer experience and build long-term value.

This role sits within the UK Delivery Growth organization and calls for a combination of people leadership, deep operational know-how, analytical skills, and expert projec as well as stakeholder management. We are looking for someone who can build our long-term vision and mission for the function as well as guide their team in navigating multiple and exciting growth initiatives, all while nurturing the development of their reports.

What you'll do

• Drive the business: Define and own the UK's membership strategy. You will be accountable for key business metrics, including active members and the program's financial sustainability.
• Lead a high-performing team: Manage, mentor, and develop a small but mighty team of senior individual contributors who are experts in strategy and operations.
• Shape the product roadmap: Act as the voice of the customer and the business, translating market needs and user feedback into a clear product vision and prioritized roadmap.
• Influence global strategy: Represent the UK business in global discussions, advocating for the consumer and guiding local teams to implement a truly user-centric strategy for platform growth.
• Manage strategic investments: Recommend and allocate investment across competing priorities from various teams, including product, marketing, and sales.

• 5+ years of experience (including at least 2+ years as a people manager) in a high-performance environment, such as strategy, business operations, general management, or product management, preferably within the tech industry.
• Demonstrated experience leading large, complex, cross-functional programs or launching new business lines from the ground up.
• Proven ability to operate effectively in a matrixed organisation, influencing and driving results without direct authority.
• Direct experience managing a P&L or owning key business growth metrics.
• Experience working closely with both product/engineering and sales/commercial teams to launch and scale new products.
• Experience working with or managing complex strategic partnerships and or leading subscription or loyalty programs.