Who we are ????

We’re the people behind the global loyalty currency, Avios, and home to three ambitious, growing businesses; IAG Loyalty, British Airways Holidays and The Wine Flyer. Each business has its own goals and strategy, but collectively we create brilliant experiences for our global customers.

We’re on a truly exciting journey of growth and transformation – we’re going places! This is where you come in.

The opportunity

In this role, you will support the Operations Manager in overseeing the day-to-day activities related to warehouse management, deliveries, and fulfilment centres. Your work will help ensure that our logistics run efficiently, inventory levels remain accurate, and customer orders are fulfilled on time and within budget.

This role is based out of our London office. We call our approach to hybrid working The Blend — it’s about giving you the flexibility to choose where you do your best work, while staying connected with your team and the wider business. This means you will be required to spend at least two days per week in the office, with the rest of the time working from home. You may also be required to work from one of our other office or partner locations, based on your role and 'to do' list.

What you’ll get up to

• Assist the Operations Manager with all aspects of managing third-party warehouse providers, ensuring service level agreements (SLAs) are consistently met.
• Serve as the primary point of contact for both warehouse partners and internal teams, addressing queries and facilitating smooth communication.
• Continuously evaluate and optimize warehouse and supply chain processes to drive efficiency, reduce costs, and enhance service delivery.
• Provide escalation support to the Customer Service team for complex fulfilment and delivery issues, particularly those involving third-party logistics (3PL) and last-mile providers.
• Collaborate with the Customer Service and IAGL Fraud teams to identify and intercept potentially fraudulent orders.
• Investigate and resolve issues causing order delays, ensuring prompt resolution and communication of outcomes.
• Analyse delivery performance data using SaaS tools to identify trends, flag issues, and support proactive customer communication.
• Monitor flagged transactions to ensure appropriate fraud checks are conducted on selected orders.
• Produce weekly trading performance summaries to support commercial performance monitoring.
• Provide additional support across the operations, buying, merch and customer services team during peak trading periods.
• Participate in user access management and systems testing for new system implementations.
• Perform ad-hoc duties across the IGAL Retail business as assigned by line management.

What we need from you

We’re looking for someone who brings a strong operational mindset, excellent communication skills, and a proactive approach to problem-solving. To succeed in this role, you should have:

• Experience working within supply chain, logistics, or operational support roles—preferably involving third-party logistics (3PL) providers.
• A good understanding of warehouse and fulfilment processes.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Excellent attention to detail and a commitment to maintaining accuracy in a fast-paced environment.
• Confidence working with multiple internal and external stakeholders to resolve issues quickly and effectively.
• Experience using SaaS platforms or other operational software to monitor and report on performance.
• Strong organisational and multitasking abilities, with the capacity to manage competing priorities during busy trading periods.
• A collaborative mindset and willingness to support wider business initiatives as needed.

We might not be right for you if:

• You only want to focus on your to-do list; we’re a small, high-performing team, we help each other to succeed.
• You value perfection over fast iteration and progress; IAG Loyalty moves fast, we learn and iterate as we go; our environment isn’t right for everyone.
• You’re looking to create but not build; this is an end-to-end role, you need to be comfortable owning your space, from ideation through to delivery and review.

If you think you have what it takes but don't meet every single point above, please do still apply. We'd love to chat and see if you could be a great fit.

Equity, Diversity and Inclusion at IAG Loyalty

Our vision, 'to create the world's most rewarding experiences,' applies not only to our customers but for our colleagues too. It's about taking belonging seriously, actively fostering a culture where everyone feels welcomed and valued by embracing diverse identities, personal histories, and perspectives.

This commitment makes IAG Loyalty a rewarding place to work and enhances our ability to solve complex problems, drive innovation, and better serve our customers and communities.

Please let us know if we can make any reasonable adjustments to support your interview process with us.