Loyalty Strategy and Proposition Senior Manager

Loyalty is a key part of the business strategy across JLP and is a priority for the Partnership. You’ll be part of a team shaping, delivering the managing the Loyalty proposition and transformation. We are proactively recruiting for a Loyalty Strategy & Proposition Senior Manager to join our Pan Partnership team.

As a Loyalty Strategy & Proposition Senior Manager, you could be responsible for both development and delivery of new propositions and also the ongoing running and optimization of existing loyalty propositions, ensuring robust annual plans and strategies are in place.

• Expected Salary -£53,000- £65,000

• Contract type - This contract is a permanent contract

• 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 team meets in the office 2 days a week in the office to connect and on a more ad-hoc basis to attend key meetings. 

• Location - London Pimlico Head Office 

Key responsibilities

• Proactively lead proposition development and delivery plan for a number of proposition(s) across the Partnership’s loyalty portfolio

• Delivering projects at pace, on time and on budget, in line with our loyalty transformation plans

• You’ll be data driven with a growth mindset, constantly looking for ways to learn and innovate. You’ll be passionate about creating memorable customer experiences and experienced in delivering change at pace. 

• You will work closely with the Loyalty Strategy and Proposition Lead, loyalty teams across Waitrose, John Lewis, Pan Partnership and Product teams on the design and delivery of loyalty propositions and experiences. You will take ownership of a number of large, complex propositions within the scheme portfolio, defining the proposition and delivery plan in line with the transformation and capability programme timelines. You’ll need to lead dotted-line programme teams, collaborating with cross-functional teams in Commercial, Data, Insight, Technology, Loyalty and Comms to align on the roadmap and strategy to deliver and evolve the proposition.

• An experienced proposition thinker, you’ll be skilled at blending big customer need opportunities, brand strategy, commercial and operational drivers to create differentiated propositions. You will have a record of leading multidisciplinary teams in the creation of customer-centric, omnichannel propositions. Highly commercial, you’ll be confident in defining the cost and benefit associated with the proposition and wider loyalty scheme. 

• You will also be responsible for the ongoing run and delivery of the propositions you own, ensuring excellent delivery for customers, operational excellence (alongside the Loyalty Operations team), ongoing optimisation and delivery of related benefits and OKRs.

• This role will be working in a fast-paced, transformation environment so experience of transformation and change and an understanding of working and leading teams within this environment would be a benefit. An ability to navigate the business and engage teams to get things done will be important to your success in this role.

Essential skills/experience you’ll need

• A loyalty SME, with significant experience working within loyalty programme strategy or loyalty programme propositions

• Significant experience in developing, delivering and innovating brand or retail customer-facing propositions.

• Strong technical skills in customer strategy and propositions

• Highly commercial and confident working with business cases and benefit tracking and delivery

• Fluent in understanding customers through data and insight

• Experience working with complex projects and managing multiple stakeholders

• Strong experience working with Technology teams

Desirable skills/experience you may have

• High level of technical skills around loyalty capability and technology

• Experience in coalition loyalty programmes

• Experience in Retail

• Loyalty Points experience specifically a benefit

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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.