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.

As Loyalty Offers Senior Manager, you will report to the Loyalty Performance and Operations lead, working closely with the Loyalty Commercial & Planning Senior Manager as well as 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 work
closely with our 3rd party partners who own components of the offer operational process.

You will lead a team of Partners supporting the shaping and delivery of your defined offers strategy, so experience leading matrix and direct teams is essential.

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.

• Salary: £55,500.00 - £88,500.00 per annum dependant on skill and experience 

• Contract type: This is a permanent opportunity 

• Hours and location of the role:

  • 35 hours per week

  • Your home location will be our London, Pimlico Head Office

  • This is a hybrid working role. The expectation is a minimum of 3 days per week in the office as team collaboration is critical in this role - core days are Wednesday and Thursday with the third day flexible dependant on projects and team meetings

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) for 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

• Your team will lead the QA process for offers, offer terms and conditions, fulfilment of offer (where required), and provide timely resolution of any live offer issues, including a backlog of longer term improvements required

• Ownership and management of the personalised offers budget, optimising customer offer and business returns

Essential skills and/or experience you’ll need: 

• Significant experience working in the Loyalty offers environment or Customer Relationship Management (CRM) with a strong working knowledge of data & targeting and offer operations

• Significant experience managing direct and matrix teams and working collaboratively 

• Experience in leading transformation in the CRM/Loyalty space

• Strong experience working in a customer data environment and managing technology programmes in CRM/Loyalty, view on process efficiency and optimisation 

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

• Experience of managing and allocating significant budgets and resources within an offers programme 

Desirable skills and/or experience you may have: 

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

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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 occasionally close vacancies early in the event we receive a high volume of applications, and therefore, we recommend you apply early. If you require a reasonable adjustment due to a disability which means you may need longer to complete your application please contact us as soon as possible.

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.