Senior Merchandising Manager

Who we are 🌍

We’re IAG Loyalty – one organisation with two ambitious, growing divisions across Loyalty and Holidays. Each has its own goals, strategy and team, but together we’re united by a shared vision to create a more rewarding world of travel and experiences.

Our Loyalty division is home to Avios, the global loyalty currency, enabling millions of members to collect and spend rewards across travel, retail and financial services.

Our Holidays division, including British Airways Holidays and Iberia Vacaciones, brings together trusted brands, connecting customers to thousands of destinations worldwide through seamless, end-to-end travel experiences.

We’re on an exciting journey of growth and transformation – we’re going places.

The opportunity ✨

We're looking for an inspiring, commercially minded Senior Merchandiser Manager to join our Retail leadership team and help shape the next chapter of our growing business.

We're not a traditional retailer. As part of a global loyalty business, our Retail portfolio brings together physical products, digital experiences and innovative ways for members to use and engage with Avios. From the Avios Shop and Wine to Avios Purchase, Balance Boost and propositions we've yet to explore, there's plenty of opportunity to think differently about what retail can be.

You'll bring strong merchandising and trading expertise, but just as importantly, the curiosity to spot new opportunities, the confidence to challenge established thinking and the ability to bring people together to make great things happen.

Leading a developing team, you'll create an environment where people feel trusted, supported and inspired to do their best work. You'll work closely with Buying, Sourcing, Operations and wider business partners to turn commercial insight into action, strengthen our capabilities and help build a Retail function that's ready for the future.

This is an opportunity to make a real impact in a business that's growing and evolving at pace, where your ideas, leadership and commercial judgement can genuinely shape what comes next.

What you'll be doing 🚀

• Leading our merchandising and trading performance across a diverse Retail portfolio, driving sustainable revenue, margin and commercial growth.
• Inspiring, coaching and developing a high-performing team, creating an inclusive environment where people feel empowered to contribute, challenge and grow.
• Using commercial insight, customer behaviour and market trends to identify new opportunities, challenge assumptions and influence trading decisions.
• Owning forecasting, merchandise planning, pricing and promotional strategies to optimise performance across our Retail propositions.
• Bringing a fresh perspective to how merchandising operates across physical products, digital retail, and working on our Avios pricing proposition to deliver greater customer value and stronger commercial performance.
• Working collaboratively with Buying, Sourcing, Operations, Customer/Marketing, Ecomm, Finance, Data and Product teams to balance commercial priorities and deliver the best outcomes.
• Turning complex trading and performance data into clear recommendations that influence senior stakeholders and drive meaningful action.
• Balancing revenue, margin, stock, customer value and partner economics to make informed, commercially sound decisions.
• Shaping the future of our merchandising capability, improving processes, ways of working and exploring opportunities through AI, automation and emerging technologies.
• Building strong relationships across the business, encouraging constructive challenge and bringing different perspectives together to achieve shared goals.

What we need from you ⚡

• Strong experience in retail merchandising, commercial trading or merchandise planning, ideally within ecommerce, digital or multichannel environments. Spanning multiple product categories is preferred.
• A proven track record of driving commercial performance, with a strong understanding of forecasting, pricing, promotions, margin, stock and profitability.
• An open, inspiring and inclusive leadership style, with experience developing people, building capability and supporting teams through change.
• Strong commercial curiosity and the ability to spot opportunities, think creatively and turn insight into meaningful business outcomes.
• A collaborative approach, with the confidence to challenge constructively, listen to different perspectives and build strong relationships across teams.
• Excellent analytical and commercial judgement, with the ability to translate complex data into clear recommendations and decisions.
• The ability to adapt traditional merchandising principles to different business models, including digital products, partnerships and emerging retail propositions.
• Confidence operating in a fast-moving, evolving environment, balancing day-to-day delivery with longer-term strategic opportunities.
• Strong communication and influencing skills, with experience engaging senior stakeholders and bringing people together around shared priorities.
• An interest in how data, AI and automation can improve commercial decision-making and help build more effective ways of working.

You don't need to have worked in a loyalty business before. We're interested in people who can bring strong merchandising foundations, fresh thinking and the curiosity to explore what's possible in a different kind of retail environment.

We might not be right for you if…

• You prefer working through a defined to-do list or following a familiar approach. At IAG Loyalty, we focus on what matters most and flex how we get there, whether that's working independently or coming together to achieve the best outcomes.
• You feel most comfortable when expectations and ways of working are clearly mapped out. We give our people the trust and space to make decisions, take accountability and find their own way to deliver great outcomes.
• You prefer predictability and established ways of working. We move fast, try new things and learn and iterate as we go; our environment isn't right for everyone.
• You prefer focusing on the task. At IAG Loyalty, we take pride in what we do, think beyond our immediate responsibilities and consider the impact our decisions have on our customers, colleagues and the wider world around us.

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.

The Blend 📍

This role will work as part of our Loyalty Division and is based out of our London Victoria 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.

Diversity and Inclusion

Our vision is to create a more rewarding world of travel and experiences. Delivering that requires diverse thinking and inclusive leadership.

We are committed to building a workplace where people feel they belong and are valued for their perspective. Inclusion drives better decisions, stronger performance and more innovative outcomes.

We actively encourage applications from people with different experiences and backgrounds, and are committed to ensuring our recruitment process is fair, inclusive and accessible.

About IAG Loyalty

At IAG Loyalty we boast two ambitious and growing divisions in Loyalty and Holidays, and together we create a more rewarding world of travel and experiences.

Through Avios, our global loyalty currency, we help millions of members turn everyday spend into travel, retail and financial service rewards.

And through our Holidays division, including British Airways Holidays and Iberia Vacaciones, we connect customers to thousands of destinations worldwide with seamless, end-to-end travel experiences.

It’s all made possible by our teams, bringing together data, expertise and innovation to power unforgettable journeys and experiences.

And in return? A one-of-a-kind culture where a love of travel connects us all. A business that's going places, and careers that are, too.

If that sounds like the kind of place you’d like to be, find out more and join our team!

Our Values

Together we're creating a more rewarding world of travel and experiences

This is our vision, it gives us direction in where we're heading and our values show us how we'll get there.

Our values outline how we show up when we're firing on all cylinders. From our Contact Centre to Madrid and Head Office colleagues, they outline the expectations we have for each other and what it means to work in our Club.