Loyalty Senior Manager – Offers

We are looking for an experienced Loyalty Senior Manager to join our team here at Waitrose.

Loyalty is a central component of the Waitrose Customer strategy and a top priority across the Partnership. As Waitrose is the Home of Food Lovers, our ambition is to make My Waitrose the Club for Food Lovers.

As Loyalty Senior Manager – Offers, you will play a leading role in shaping the future of our offers proposition and delivering our Loyalty transformation. You will translate customer and business priorities into an ambitious Personalised Offers plan, identifying new opportunities to create customer value and commercial impact. A key focus will be evolving how we use offers through new propositions, mechanics, technology and capabilities, working across teams to turn strategic opportunities into tangible change and successful delivery.

• Expected salary - Salary up to £75,000 depending on experience.
• Contract type - This position is a Secondment/Fixed Term contract for 12 months.
• Working pattern/flexible working - The Partnership has adopted a hybrid 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 are required in the office 2 fixed days per week, with an expectation to come in if other days require it. 
• Location - Bracknell Head Office

Key responsibilities

• Lead the development and evolution of the Personalised Offers plan, translating Loyalty strategy and Waitrose customer priorities into compelling offers opportunities, propositions and plans that deliver customer and commercial value.
• Shape and develop new offer propositions, mechanics and capabilities, identifying opportunities to improve customer participation, engagement and the overall effectiveness of offers.
• Lead significant offers transformation and change, working with Product and Technology teams to influence the development of new systems and capabilities and ensure they meet customer and business needs.
• Translate strategic opportunities, proposition developments and new technology into clear requirements, delivery plans and operational outcomes, ensuring the business is ready to adopt and embed new capabilities.
• Work collaboratively across the whole Loyalty team, Product, CRM, Commercial & Planning, Retail Media, dunnhumby and other teams to align priorities and deliver change across the offers ecosystem.
• Use customer and commercial insight to evaluate performance, identify opportunities for improvement and inform future offer design, targeting, investment and proposition development.
• Own and optimise the Personalised Offers budget, balancing customer opportunity, commercial value, investment and delivery priorities.
• Lead and develop a direct report (Partnership Level 8) and provide leadership across the wider offer community, building strong relationships and bringing teams together to deliver shared objectives.

Essential skills/experience you’ll need

• Strong experience in Retail Loyalty or CRM
• Extensive background in personalised offers and offer mechanics
• Proven track record in navigating complex transformation and change management
• Experience working closely with Technology and Product teams
• Excellent stakeholder influencing and collaboration skills

Desirable skills/experience you may have

• Experience of personalised food offers and targeting
• Experience leading and developing teams
• Experience delivering new capabilities into BAU
• Experience managing systems and process change
• Experience working with insight and analytics
• Experience managing budgets and resources
• Experience working with third-party partners
• Experience improving operational processes
• Knowledge of data protection and privacy
• Experience working in a complex retail environment

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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. 

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