Assistant Operations Manager, Loyalty Marketing - Boots UK

Job reference: 127729BR Previous
Location: Nottingham Support Office
Function area: Marketing and Brand
Shift pattern: Full-time
Contract type: Secondment
Hours per week: 25 to 34 per week
The Assistant Operations Manager in Loyalty Marketing will work at the heart of busy team, demonstrating a demonstrate a broad range of numerical, problem-solving, organisational and communication skills. The Advantage Card spans the entire Boots business and you’ll get to work with a range of teams across the business including boots.com, Customer Care, Loyalty Marketing, IT, Pricing & Deals, Trading Operations and Loss Reduction as well our external partners. You’ll also benefit from the support of an incredibly close-knit team committed to your success.

Key Responsibilities:

• Running the day to day operations of Advantage Card efficiently and effectively. Ensuring processes are working as designed. Identifying and escalating issues quickly and working with support teams through to resolution
• As Data Steward for Advantage Card, ensure all data is captured and maintained in line with regulatory compliance (GDPR) and group agreed formats/retention policies. Working with other Data Stewards across the business to improve Single View of Customer (SVOC) matching
• Managing for Advantage Card Business Continuity Planning to ensure swift recovery of critical business processes in the event of Loss of People, IT or Building
• Working with the Advantage Card Manager to manage the operational budget and helping to identify opportunities for savings where appropriate
• Supporting a broad range of Loyalty projects and ensuring these are delivered successfully and that all relevant areas of the business are appropriately involved
• Working with Customer Care to help resolve complex queries or to manage incidents, ensuring they are aware of all customer impacting activities, and helping them maintain their training materials
• Conducting rigorous User Acceptance Testing of new releases /changes /launches to prevent unforeseen complications
• Owning and developing controls to ensure compliance with internal and external legislation and to identify fraud and abuse within the Advantage Card scheme, analysing data to create/refine control reports and escalate cases to Loss
• Managing data capture and card fulfilment Loyalty third party suppliers to ensure service levels are met and that processes run smoothly
• Develop great relationships and working effectively with colleagues and stakeholders from across the business such as Loyalty, Opticians, Healthcare, Digital, IT, Suppliers and Regulatory to ensure regular updates are provided, everything is running smoothly and issues are being addressed or escalated

A bit about you:

• Excellent attention to detail, numerical, logical, organised and flexible; with experience in using excel formulas to organise and analyse data
• An ability to see the bigger picture with a problem solving approach that gets to the root cause of issues and addresses underlying business questions
• Passionate about understanding customers and being an advocate for them in everything you do
• Ability to communicate confidently, effectively and efficiently to cross functional teams and their sponsors
• Able to work with a wide range of teams, building strong relationships to deliver success collaboratively

A bit about the team:

The Loyalty team manages the UK’s most loved loyalty card, the Boots Advantage Card. The team gets involved with all aspects of Advantage Card, ensuring the smooth running of the scheme, managing incidents through to resolution, and identifying and implementing changes to improve customer journeys.

Boots UK is part of the Retail Pharmacy International Division of Walgreens Boots Alliance and is the UKs leading pharmacy-led health and beauty retailer. With over 2500 stores in the UK our purpose is to help our customers look and feel better than they ever thought possible. You can learn more by visiting boots.jobs.

What we can offer you:

• 25 days annual leave, plus statutory bank holidays & option to buy an additional 5 days annual leave
• Annual discretionary bonus plan
• Market leading staff discount scheme including Boots Opticians - frames and contact lenses
• Competitive company pension scheme
• Flexible benefits scheme available ranging from private medical insurance, cycle to work scheme and many more
• Onsite Staff Shop, Opticians, Gym, Costa, Canteen and Dry Cleaning
• Boots Benevolent Fund - a registered charity that can offer support to eligible current and former colleagues in the UK, as well as their immediate relatives and dependants, at times of financial hardship

Diversity and inclusion is at the centre of everything we do. We are an equal opportunity employer committed to a diverse and inclusive workforce.