Loyalty Manager

Loyalty Manager
  • Eastleigh, Hampshire
  • Fixed Term/Secondment - Fixed
  • Competitive
Apply now

About the role

Loyalty Manager

12 Month FTC (Maternity Leave Cover)

From £50,000 + Pension + BUPA + ShareSave + 6.6 weeks holiday + Hybrid Working

Southampton, Store Support Office

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as a Loyalty Manager and you’ll be a big part of this.

Key responsibilities

As the Loyalty Manager you will work closely with the Senior Loyalty Manager to define and deliver the Loyalty propositions. Your focus will be on membership volume and value growth, delivering this through innovation of the propositions, and delivery of Loyalty events and other reward initiatives. You’ll be the advocate and custodian of the Loyalty customer experience across various touchpoints to ensure the effective embedding of the Loyalty proposition across channels, journeys, products & services. You’ll also be accountable for successful and efficient operations, collaborating with and providing guidance to the Loyalty Ops team to ensure effective operational management. Your responsibilities will include:

Loyalty Proposition Development and Delivery:

• Support the Senior Loyalty Manager with the re-design, review, and formulation of new strategies for the

Loyalty proposition, positioning and brand (working with teams that enable the delivery e.g. Brand Marketing)

• Own the Loyalty roadmap, driving continuous innovation and evolution of the Loyalty proposition and its


• Identify and implement initiatives that acquire new customers into the loyalty programs and nurture and

increase the value of existing loyalty members, such as loyalty events, promotions, rewards, and surprise and-delight initiatives. Owning the end-to-end delivery, working cross functionally with teams such as marketing, commercial and retail

• Define how we will look after our most valuable members, using personalised offers and experiences to

recognise and maintain their value

Customer Experience and Journey Management:

• Act as the guardian of the loyalty CX throughout the acquisition, sign-up, welcome, and leave journeys

• Ensure the effective embedding of the Loyalty propositions across channels and customer journeys

Insights, Reporting, and Performance Analysis:

• Engage with data and analytics teams to gather and leverage customer data, generating insights to drive

loyalty strategies

Loyalty Operations:

• Be accountable for the effective operational management of the Loyalty programs and execution of Loyalty


• Provide direction and guidance to the Loyalty Ops team

Collaboration and Stakeholder Management:

• Widely share the Loyalty plan and how we will grow value from new and existing members

• Collaborate with cross-functional stakeholders - including data & analytics, marketing, digital, commercial,

customer service - to deliver Loyalty objectives and the required customer experience.

Required skills & experience

- Experience in Loyalty program proposition and strategy definition

- Strong understanding and experience in operational management of Loyalty schemes

- Knowledge of Loyalty best practices, trends, and industry standards

- Familiarity with legal and compliance considerations related to Loyalty programs

- Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams and

engage customers

- Good analytical skills with the ability to derive insights from data and make data-driven decisions

- Detail-oriented with strong project management skills to handle multiple initiatives simultaneously

- Creative problem-solving skills and a proactive approach to overcoming challenges

- Experience in the retail, hospitality, or e-commerce industry is beneficial

Career progression

What's in it for me?

As part of a great team, you’ll be valued for who you are.We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.

We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!

So we can support you during the application or interview process, please contact recruitment@b-and-q.co.uk for any recruitment adjustments.

We want to ensure that all employees, future employees and applicants to all Kingfisher companies are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity, gender expression or sexual orientation. 

If you require any additional support or adjustments to help you make an application, please contact us at recruitment@b-and-q.co.uk

Rewards &

Training &

Learn & Develop at B&Q

When you join B&Q, we want you to be all you can be. From the minute you walk through our doors to the exciting moment you make that next career move, we're here to help you make the most of every opportunity. Thanks to our friendly learning system, Mylo, we make sure you always have the support you need to take on every challenge and fit your learning around your life. Here, we know that the best way to grow is together. 

Flexible learning with Mylo

Mylo is your every day, on the go learning and development partner. Helping you build the knowledge you need now and in the future. With Mylo, you can access training and content, anywhere, anytime and on any device. You can even influence the type of training on offer by rating and recommending content, and letting us know what we can do to improve. Award-winning and featuring over 150 different learning activities - like short videos, articles, workshops and webinars - think of Mylo as your 24/7 training pal, designed to help you make the most of your B&Q career journey.

Developing in role

Learning never stops at B&Q. Whether you've been in your role for one day or five years, there's always something to be curious about. It's why we're always creating learning opportunities and experiences that'll give you the chance to develop your skills. Like our First Line Manager programme: a course that helps our newest line managers build their confidence and management skills. Or our Leadership Development programme that challenges our more experienced leaders to reflect on and adapt their approach for our ever-evolving ways of working.

Building expertise and know-how

We believe anyone can learn the technical skills to do their job with excellence. It's all about attitude and behaviour here. So, if you're passionate about customer service and design, we'll teach you how to create beautiful kitchens. If you're someone who loves being outdoors, we'll help you learn about our garden ranges. And, if you're someone who just loves what we do but doesn't know where to start, we'll help you find the perfect role for you to grow into. 

Accelerated Development Talent Programmes

Whatever goal you're working to at B&Q, we want to help you get there. We do this by designing a number of programmes which help you to practice your skills and learn new ones, gain valuable experiences, learn from others and jump on opportunities that are right for you. From leaders taking their first steps into management to those simply looking for a new challenge, we're there to make sure you achieve your ambitions.


At B&Q, we want every new colleague to understand our values, our customers, and how we work together to achieve our purpose. That’s why we’ve designed an induction programme that’ll give you real insight into our business, our culture and help you feel included from day one. For your first few weeks on the job you’ll work with your team and line manager, mixing online learning with practical tasks, to grow your knowledge a little every day.


A day in the life

Take a tour
around our

Our Store Support Office sits within B&Q House and supports our colleagues and stores right across the UK and Ireland. In our bespoke, modern and eco-friendly building just north of Southampton, you’ll find a friendly team of talented people in a huge range of roles.

Explore our
store support office


In B&Q house, you’ll enjoy an onsite gym, a subsidised Costa, a canteen and restaurant, prayer room, plus open plan and cosy work spaces, an outdoor picnic area, and bike sheds for those who cycle in.


B&Q House has a biomass boiler, solar panels and a rainwater harvesting system. Our building also makes use of upcycled and recycled furniture and fittings, and features natural ventilation, heat retention and CO2 management, all via our very own weather station on the roof.

choose us?

Why Customer Service at B&Q?

Our B&Q Customer Advisors are the friendly faces of our business. They're the ones who work across our stores to provide advice and assistance to each and every customer looking to make their big ideas into a much loved reality.

Why B&Q

Ready to apply?

Step 1:

Apply via bandqcareers.com

Step 2:

We'll contact you for a phone interview

Step 3:

We’ll carry out a face to face or online interview (and we may request a 2nd interview if the role you're applying for is more complex).

Step 4:

We’ll contact you with feedback, and maybe even a job offer.

Check out our FAQs for more information about interviewing at B&Q.

Loyalty Manager

  • Eastleigh, Hampshire
  • Fixed Term/Secondment - Fixed
  • Competitive