Head of Loyalty & E-Commerce

Head of Loyalty & E-Commerce

We’re Pret

proud makers of freshly made food, organic coffee, and big ideas. Across 750+ shops and 20+ countries, our teams are shaping the future of Pret through innovation, inclusion, great customer service and a shared passion for doing the right thing. We’re growing fast on our mission to be the employer of choice in hospitality, everywhere we operate – so this an exciting time to hop on board.

We Believe in Growing Good Things

Growth is at the heart of everything we do. From the freshly hand-made food we create every day, to supporting our teams, we help our people grow in confidence, skills and to pursue their unique paths. Pret is where passionate, hardworking, wonderful people (like you!) find what they need to shine. And the proof is in the pudding – over 80% of our Managers started on the shop floor! So did 20% of our Support Centre teams, including our CEO, Pano.

What we’re looking for

We’re looking for passionate team players to bring joy to our customers every day.

As Head of Loyalty & Online Commerce, you’ll be a commercially minded digital leader with deep product expertise and strong proposition ownership experience. This role requires someone who can define and evolve compelling customer propositions (subscription, loyalty, online ordering) while also leading end-to-end digital product delivery.

You will operate at both strategic and execution levels: setting direction for loyalty and online commerce across the business and ensuring disciplined product management across a portfolio of platforms. You are comfortable influencing senior stakeholders, aligning cross-functional teams, and driving measurable commercial outcomes.

You understand the realities of

Pret’s environment

high transaction volumes, operational complexity, franchise dynamics, high public visibility and the need for a seamless in-store and digital customer experience.

Put directly, today we have 160,000 monthly active users on our digital channels, by the end of 2028, as a result of you and your teams work, this will have grown to over 1 million and with 50% of all transactions being digital interactions.

Key responsibilities

• Be accountable for Pret’s customer-facing digital propositions, including: loyalty, rewards, subscription, catering, aggregator delivery, click & collect; you and team will be expected to take advantage of new opportunities as they arise.
• Define and evolve the digital architecture, ensuring scalability, resilience, and security.
• Identify growth opportunities through data, customer insight, and commercial analysis.
• Ensure digital initiatives support broader marketing, commercial, and operational strategies.
• Establish clear product vision, OKRs, roadmaps, and prioritisation frameworks.
• Directly manage a team of 2 Product Managers and 1 Business Analyst, and indirectly oversee a cross-functional development squad of ~10 engineers; with the potential to significantly grow this team as the offer evolves and the channels scale
• Act as senior digital lead among the Commercial, Marketing, Operations, Technology, Customer Support, and Transformation teams, and ensure alignment between digital initiatives and wider Pret operations.
• Track performance metrics and report progress to senior leadership.
• Collaborate with Engineering to size initiatives, review technical approaches, and validate delivery estimates.
• Grow active users, frequency, retention, and lifetime value across loyalty and subscription programmes.
• Drive performance optimisation across mobile and web platforms, focusing on uptime, latency, and conversion impact.
• Drive disciplined product discovery and delivery processes (from concept to launch and optimisation).
• Partner with engineers to define the integration strategy across payments, identity, CRM, POS, and messaging systems; likewise ensure robust API design and integration patterns between digital platforms and in-shop technology (e.g. POS).
• Ensure compliance across payments (PCI), data protection, accessibility, and authentication standards.
• Manage third-party vendors and platform partners, including RFPs, technical due diligence, and commercial evaluation.

Experience and Skills

Required

• Experience leading digital product teams in consumer-facing environments.
• Ownership of loyalty, rewards, subscription, membership or CRM-driven propositions.
• Background in online commerce, ordering platforms, or high-volume transactional digital products (within retail, hospitality or QSR a bonus).
• Working knowledge of modern digital architectures (API-first, microservices, event-driven systems).
• Strategic thinking combined with deep understanding of product lifecycle management and agile methodologies.
• Practical experience working closely with engineers on backlog refinement, story slicing, and effort estimation.
• Commercial acumen and ability to link product decisions to revenue and margin impact.
• Experience with analytics, tagging frameworks, and experimentation tooling.
• Ability to interrogate technical designs and challenge architectural decisions constructively.
• Data-driven mindset with ability to interpret performance metrics and customer insights.
• Strong stakeholder management and influencing skills at SLT / CXO level.
• Clear leadership style with ability to develop and scale product teams.

Preferred

• Experience integrating with enterprise and SaaS platforms such as Adyen, Chargebee, Auth0, Eagle Eye, Oracle Symphony (or comparable platforms).
• Understanding of cloud infrastructure environments (e.g. AWS, Azure, GCP) and CI/CD practices.
• Comfortable reviewing API documentation, data schemas, and integration specifications.
• Ability to balance speed of delivery with technical debt management and long-term platform scalability.

About you

• Be kind, honest and generous: bring genuine warmth and your authentic self to work every day.

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Bring your passion

share our passion for food and exceptional customer service.

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Spread joy every day

small acts of kindness are a big part of what makes the Pret experience special.

We offer

• Competitive salary and annual bonus

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Gold Card

We love making people’s day through our food and drinks. That goes for our teams too. That’s why everyone gets a Gold Card. When you’re in the office, your food and drinks are on us. And when you’re not, you can use your Gold Card to get up to 5 Barista-made drinks a day, and 50% off everything else (food, snacks, bottled drinks – the lot).

A few more perks

• You’ll get 33 days of annual leave (including flexible Bank Holidays), increasing to 38 days the longer you’re with us.
• Free private medical cover, with the option to add family or partner at an additional cost
• 4% of your pension contribution matched by Pret, rises to 5% after 5 years
• Life assurance at 3x annual salary
• Loyalty award for 5, 10, 15, 20 years’ service
• Flexible Benefits Platform packed with lifestyle discounts
• Season ticket loans
• Healthcare cash plan
• Financial wellbeing provisions
• Free mortgage services
• Sabbatical after 3 years
• Opportunities to support our charity, The Pret Foundation

We also offer

• Individual ways to grow - We offer lots of opportunities for learning, whether you join us for a short stint or the long game, you’re good to grow with us. Including fully funded professional qualifications, leadership development and mentoring.
• Diversity and belonging - Everyone is welcome at Pret, we want you to feel confident and valued for who you are and to truly belong.
• Pace and variety - Our work is fast paced with lots of variety, you’ll build a diverse skill set and learn a lot!
• Community and purpose - We’re proud to make a difference through The Pret Foundation, from tackling homelessness to reducing food waste and creating positive change for people and communities.

Our values

• Happy Teams Happy Customers
• Amazing Standards Every day
• Never Standing Still
• Doing The Right Thing

The interview journey

Every interview process at Pret begins with the same two stages. First, you’ll have a relaxed 30-minute conversation with our recruitment team so we can get to know you and your experience. Next, you’ll be invited to a one-hour, in-person interview with the hiring manager at our Head Office in London Victoria.

Depending on the role and function, there may be additional stages. These could include time spent in one of our shops, completing a task, or meeting a senior leader.

Before you apply

This role is based at Pret’s Support Centre in London Victoria, where we work in a hybrid way - typically three days a week in the office.

We’d love to get to know you, not a robot, so please do not rely on AI to complete your application.

Deadline to apply for this role: 5th June 2026