Senior Customer Loyalty and Reward Manager

Senior Customer Loyalty and Reward Manager

Req ID: 62929

Posting Start Date: 18/09/2026

Posting End Date: 30/09/2026

Job Function: Product & Propositions

Division: Consumer

Job Location: GBR Bristol - Assembly, GBR-Birmingham-Three Snowhill, GBR-London-BTHQ One Braham

Advertised Salary: Competitive

Closing Date: Wednesday 30th September 2026

Location: Birmingham, Bristol or London

Flexible Working The BT group operates a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

About the role

We are looking for an experienced and commercially minded Senior Customer Loyalty & Reward Manager to lead the strategy, governance and execution of EE's customer loyalty and rewards agenda.

This role will have end-to-end accountability for defining and delivering the EE One Up loyalty programme, whilst also owning the broader customer reward and loyalty strategy across EE's entire consumer base.

You will be responsible for creating a market-leading loyalty ecosystem that increases customer engagement, drives retention, strengthens brand affinity and unlocks cross-sell opportunities across mobile, broadband, entertainment and future growth propositions.

Acting as the central orchestrator of EE's loyalty strategy, you will bring together teams across Commercial, Base Management, Product, Digital, Partnerships, Brand, Data Science, Finance and Customer Experience to ensure a joined-up, customer-first approach to loyalty and rewards.

You will lead the loyalty roadmap, secure investment, establish governance, develop new propositions and partnerships, and ensure flawless execution across all customer touchpoints.

This is a highly visible leadership role with significant influence across Consumer, requiring strong strategic thinking, commercial acumen and the ability to inspire and align cross-functional teams behind a shared vision.

What you’ll be doing

Loyalty Strategy & Proposition Development

• Define and own EE's long-term customer loyalty and reward strategy.
• Develop and evolve the EE One Up proposition and future loyalty propositions across the EE customer base.
• Create a strategic loyalty roadmap that supports customer growth, retention, value creation and brand differentiation.
• Ensure loyalty initiatives align with wider Consumer, Commercial and Brand priorities.
• Identify emerging market trends, customer needs and competitive opportunities to maintain EE's leadership position.

Loyalty Programme Leadership

• Own the end-to-end performance of the EE loyalty and rewards programme.
• Lead proposition design, customer journeys, benefits strategy and programme evolution.
• Develop differentiated customer benefits that increase customer attachment and engagement with the EE brand.
• Create compelling value exchanges that encourage multi-product adoption and deepen customer relationships.
• Deliver clear measurement frameworks to evaluate programme effectiveness and ROI.

Partnerships & Ecosystem Development

• Build and maintain a strategic loyalty partner ecosystem.
• Identify, negotiate and develop new commercial partnerships that enhance customer value and programme attractiveness.
• Work closely with business development teams to create customer benefits that support customer acquisition, retention and cross-sell goals.
• Oversee partner governance, commercial performance and programme delivery.

Commercial Performance & Growth

• Deliver against customer, engagement, revenue and retention objectives.
• Use data and insight to optimise programme performance and customer participation.
• Drive incremental commercial outcomes through improved customer loyalty, advocacy and product attachment.
• Develop business cases for future investment and innovation.

Governance & Execution

• Establish and lead governance frameworks for loyalty initiatives across Consumer.
• Act as the senior accountable owner for loyalty programme delivery and operational excellence.
• Coordinate cross-functional teams to ensure successful launch and implementation of rewards, campaigns and programme enhancements.
• Ensure compliance, risk management and customer outcomes are considered in all programme activity.

Leadership

• Lead, coach and develop a high-performing loyalty and rewards team.
• Foster a culture of innovation, customer obsession and continuous improvement.
• Build capability across loyalty strategy, proposition development and commercial performance management.
• Act as a thought leader for customer loyalty within EE and BT Group.

Essential Skills / Experience

• Proven experience leading customer loyalty, rewards, membership or customer engagement programmes, with a track record of developing and executing strategies that improve customer retention, engagement and brand advocacy.
• Strong commercial leadership experience, including ownership of customer propositions, partnerships and growth initiatives, with the ability to deliver measurable customer and commercial outcomes.
• Exceptional stakeholder leadership and influencing skills, with experience leading cross-functional teams and delivering complex initiatives across Commercial, Product, Digital, Marketing and Customer Experience functions.

Desirable Skills / Experience

• Experience developing customer value propositions and managing complex stakeholder environments.
• Demonstrated success influencing senior leaders and driving cross-functional execution.
• Strong analytical capability with the ability to translate data and insight into strategic decisions.
• Experience building business cases, securing investment and managing commercial outcomes.
• Experience within telecommunications, media, retail, financial services, travel or membership businesses.
• Experience leading large-scale loyalty programmes such as rewards, subscription, membership or benefits ecosystems.
• Experience managing strategic partnerships and commercial negotiations.
• Knowledge of customer lifecycle management, CRM, personalisation and digital engagement platforms.
• Experience delivering loyalty propositions that increase multi-product adoption and customer lifetime value.

Our Package

• Company car scheme (or cash alternative)
• 15% on target annual bonus
• Private healthcare for you and your family
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalised maternity, paternity, and adoption leave - 18 weeks' full pay and 8 weeks' half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme - 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

At EE, we’re harnessing the power of technology to bring people together and make life better.

You’ll use your energy and ambition from similar roles where you’ve thrived, met goals, achieved targets, influenced others, or provided great service and you’ll already have the transferrable skills to shine here. You’ll take responsibility for delivering results and collaborate with your team to share ideas and celebrate success. We’ll give you all the training, tools, and support you need to build your confidence and achieve your targets.

We understand that life doesn’t always follow a set schedule, so we help our people work flexibly – for example, allowing you to plan your own breaks or bank time off to make sure you don’t miss the moments that matter most.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. Bring your energy, curiosity, and ambition – and we’ll match it with opportunity. Join us at EE and turn your potential into performance.

(For corporate TA within Consumer)

EE is the UK’s largest mobile network and a core brand within BT Group’s Consumer unit. Many of our roles are employed by EE but work across a growing, multi‑brand Consumer environment – supporting customers across our family of brands, BT, EE and Plusnet.

You’ll benefit from EE’s strong people proposition, development opportunities and culture, while helping shape the future of consumer connectivity at scale.

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