<span xml:lang="en-GB" lang="en-GB" class="rtltextaligneligible"><div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><h2 style="font-size:1.0em;margin:0.0px"><b>About the role</b></h2></div><div><p>We are looking for an experienced and commercially minded Senior Customer Loyalty &amp; Reward Manager to lead the strategy, governance and execution of EE's customer loyalty and rewards agenda.<br><br></p><p>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.</p><p>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.<br><br></p><p>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.<br><br></p><p>You will lead the loyalty roadmap, secure investment, establish governance, develop new propositions and partnerships, and ensure flawless execution across all customer touchpoints.</p><p>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.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><h2 style="font-size:1.0em;margin:0.0px"><b>What you’ll be doing</b></h2></div><div><p><strong>Loyalty Strategy &amp; Proposition Development</strong></p><ul><li>Define and own EE's long-term customer loyalty and reward strategy.</li><li>Develop and evolve the EE One Up proposition and future loyalty propositions across the EE customer base.</li><li>Create a strategic loyalty roadmap that supports customer growth, retention, value creation and brand differentiation.</li><li>Ensure loyalty initiatives align with wider Consumer, Commercial and Brand priorities.</li><li>Identify emerging market trends, customer needs and competitive opportunities to maintain EE's leadership position.</li></ul><p>&nbsp;</p><p><strong>Loyalty Programme Leadership</strong></p><ul><li>Own the end-to-end performance of the EE loyalty and rewards programme.</li><li>Lead proposition design, customer journeys, benefits strategy and programme evolution.</li><li>Develop differentiated customer benefits that increase customer attachment and engagement with the EE brand.</li><li>Create compelling value exchanges that encourage multi-product adoption and deepen customer relationships.</li><li>Deliver clear measurement frameworks to evaluate programme effectiveness and ROI.</li></ul><p>&nbsp;</p><p><strong>Partnerships &amp; Ecosystem Development</strong></p><ul><li>Build and maintain a strategic loyalty partner ecosystem.</li><li>Identify, negotiate and develop new commercial partnerships that enhance customer value and programme attractiveness.</li><li>Work closely with business development teams to create customer benefits that support customer acquisition, retention and cross-sell goals.</li><li>Oversee partner governance, commercial performance and programme delivery.</li></ul><p>&nbsp;</p><p><strong>Commercial Performance &amp; Growth</strong></p><ul><li>Deliver against customer, engagement, revenue and retention objectives.</li><li>Use data and insight to optimise programme performance and customer participation.</li><li>Drive incremental commercial outcomes through improved customer loyalty, advocacy and product attachment.</li><li>Develop business cases for future investment and innovation.</li></ul><p>&nbsp;</p><p><strong>Governance &amp; Execution</strong></p><ul><li>Establish and lead governance frameworks for loyalty initiatives across Consumer.</li><li>Act as the senior accountable owner for loyalty programme delivery and operational excellence.</li><li>Coordinate cross-functional teams to ensure successful launch and implementation of rewards, campaigns and programme enhancements.</li><li>Ensure compliance, risk management and customer outcomes are considered in all programme activity.</li></ul><p>&nbsp;</p><p><strong>Leadership</strong></p><ul><li>Lead, coach and develop a high-performing loyalty and rewards team.</li><li>Foster a culture of innovation, customer obsession and continuous improvement.</li><li>Build capability across loyalty strategy, proposition development and commercial performance management.</li><li>Act as a thought leader for customer loyalty within EE and BT Group.</li></ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><h2 style="font-size:1.0em;margin:0.0px"><b>Essential Skills / Experience</b></h2></div><div><ul type="disc"><li>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.</li><li>Strong commercial leadership experience, including ownership of customer propositions, partnerships and growth initiatives, with the ability to deliver measurable customer and commercial outcomes.</li><li>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.</li></ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><h2 style="font-size:1.0em;margin:0.0px"><b>Desirable Skills / Experience</b></h2></div><div><ul type="disc"><li>Experience developing customer value propositions and managing complex stakeholder environments.</li><li>Demonstrated success influencing senior leaders and driving cross-functional execution.</li><li>Strong analytical capability with the ability to translate data and insight into strategic decisions.</li><li>Experience building business cases, securing investment and managing commercial outcomes.</li><li>Experience within telecommunications, media, retail, financial services, travel or membership businesses.</li><li>Experience leading large-scale loyalty programmes such as rewards, subscription, membership or benefits ecosystems.</li><li>Experience managing strategic partnerships and commercial negotiations.</li><li>Knowledge of customer lifecycle management, CRM, personalisation and digital engagement platforms.</li><li>Experience delivering loyalty propositions that increase multi-product adoption and customer lifetime value.</li></ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><h2 style="font-size:1.0em;margin:0.0px"><b>Our Package</b></h2></div><div><p>Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:&nbsp;</p><ul><li>Company car scheme (or cash alternative)&nbsp;</li><li>15% on target annual bonus&nbsp;</li><li>Private healthcare for you and your family&nbsp;</li><li>Access to an online private GP 24/7 for you and your immediate family &nbsp;</li><li>Market-leading paid carers leave with up to 2 weeks off &nbsp;</li><li>Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay&nbsp;</li><li>Discounted EE and BT products, including mobile and broadband&nbsp;</li><li>Market leading Pension scheme – 5% from you and 10% from us&nbsp;</li><li>Holiday purchase scheme&nbsp;</li></ul><p>You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.&nbsp;</p></div></div></div></span>