CAREERS & JOBS (LOYALTY & CX)

John Lewis & Partners is hiring: Loyalty Offers Senior Manager

Loyalty is a key part of the business strategy across the John Lewis Partnership and is a priority for the Partnership. You’ll be part of a team shaping and delivering Loyalty transformation.

This role is known internally as Offer Operations Senior Manager
and in this role, you will work closely with the Operations lead, Commercial & Planning Manager, John Lewis Loyalty and Pan Partnership Loyalty product/ platform teams to support delivery on the transformation plan and champion improvements around offers.

This role will be working in a fast-paced, transformational environment, so having the ability to adapt to changing business priorities is important. An ability to navigate the business and engage teams to get things done will also be important to your success in this role.

Your team will be the centre of excellence on delivering customer offers, championing improvements to the operational systems and processes, providing an air traffic control for loyalty customer offers, sharing knowledge on how to enhance customer redemption and participation in offers and working
closely with our 3rd party partners who own components of the offer operational process.

Loyalty is central to the John Lewis Partnership’s business strategy and a top priority. In this role, you will be part of a team dedicated to shaping and delivering loyalty transformation.

• Expected salary – The pay band for this role is £53,000- £87,000

• Salary – We are looking for candidates up to £78,000 (depending on experience)

• Contract type – This position is a Permanent contract

• Working pattern/flexible working –We know flexible working is important to you, and it is important to us too. The Partnership has adopted a blended working approach meaning you’ll be able to work a mixture between the office and home based upon your personal needs whilst balancing the needs of the business. The loyalty team aim for around 2 days a week in the office to connect and on a more ad-hoc basis to attend key meetings but again, are flexible on this. 

• Location – This role is based at our Pimlico, London Head Office​

Key responsibilities: 

• Work closely with Loyalty Proposition, Loyalty Commercial & Planning, Pan Partnership Loyalty team to shape the offers programme for customers

• Lead operational delivery of all loyalty offers (new and existing)  John Lewis. 

• Own in year plans for offers, within a given budget, allowing for longer term offer strategy and new capability being delivered.

• Ensure all new offer operational processes or changes to existing ones have been identified, created and in place for any launch and then operate in BAU

• Share experience and knowledge with wider teams to ensure best offer pool, with the best targeting and allocation to improve redemption and participation

• Own end to end process for offers.  This includes defining the offer pool, defining customer targeting and allocation criteria, working within an allocated budget and understanding success of those offers. 

Essential skills you’ll need: 

• Significant experience working in the Loyalty or CRM offers environment, with a strong working knowledge of data & targeting and offer operations.

• Experience of managing teams and working collaboratively 

• Significant experience and understanding of the deployment of retail loyalty operations

• Strong experience working in a customer data environment, with knowledge of relevant legal and privacy aspects.

• Confident working in a high-pressure, challenging environment with high accountability 

• Experience of managing and allocating budgets and resources

Desirable skills you’ll have:

• A systems thinker who can tackle complex problem-solving and understand impacts within a complex retail organisation

• Proven complex transformation experience across different business units and capabilities

For internal use only: 

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The Partnership

We’re the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We’re not just employees, we’re Partners, driven by our purpose to build a happier world. As we look to our future, there’s never been a more exciting time to join us.  

We’re ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify. Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose.   

As Partners we all share the responsibility of ownership and in its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect. 

We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we’re free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective. 

As Partners, we make all the difference. And, we all own it.  

Important points to note:  

It’s important to note that some of our roles are subject to pre-employment vetting (which may include DBS checks for successful candidates). If required, you’ll be informed and provided with information about vetting during the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays. Any DBS checks required will be carried out by a third-party registered body and financial probity checks may also be required for some of our roles.  

We also recommend that you apply as soon as possible as vacancies can close early if we see a high number of applicants.  

We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where possible. Please discuss this further with the hiring manager during your interview. 

Source: John Lewis & Partners