Episode 678

From Treats to Trust: Insights from Pets at Home (#678)

Published on: 17th June, 2025

In this episode, Charlie Hills is delighted to interview Madeline Shaw, the Marketing Director of Pets at Home.

Madeline and her team develop and deliver the Pets Club programme for Pets at Home, the UK’s leading pet care business. The company is dedicated to providing the best products, services, and advice to support pet owners throughout their pet care journey.

In this conversation, we’ll learn about Madeline’s favourite books, her career highlights, key learnings from the programmes she’s worked on, and a deep dive into the Pets Club loyalty programme.

Show Notes:

1) Madeline Shaw

2) Pets at Home

3) Pets Club

4) Charlie Hills

5) Black Box Thinking (Book)

Next Episode All Episodes Previous Episode

Listen for free

Show artwork for Let's Talk Loyalty

About the Podcast

Let's Talk Loyalty
“Let’s Talk Loyalty” is an industry podcast for loyalty marketing professionals.

If you work in loyalty marketing, join us every week to learn the latest ideas and marketing insights from loyalty specialists around the world.

Check out our website on: http://www.letstalkloyalty.com/

About your host

Profile picture for Paula Thomas

Paula Thomas

Paula Thomas is the Founder and CEO of Let’s Talk Loyalty and Loyalty TV.

Paula Thomas is an award-winning podcaster who founded the “Let’s Talk Loyalty” podcast and business in 2019, and Loyalty TV in 2023.

She has over twenty-five years blue-chip marketing experience, including almost a decade leading consumer loyalty programmes in multiple sectors including telecommunications, the energy sector, banking and airline loyalty programmes.

She is from Ireland and lives in Dubai.

Paula is a former judge for the “International Loyalty Awards”, and the author of the book “Driving Loyalty in Convenience Retail”.

She holds an Executive MBA from Smurfit Business College, one of Ireland’s top universities, and is a “Certified Loyalty Marketing Professional”.