Head of Loyalty

Our Purpose

Working in Partnership for a happier world – our shared Purpose that guides us in everything we do and inspires 3 important principles; happier people, happier business, happier world. The John Lewis Partnership is a truly unique business, one that seeks to make a positive difference to the lives of everyone.

At a glance

Waitrose & Partners prides itself on being different. Our intention is to combine the convenience of a supermarket with the expertise and service of a specialist food shop. Add this to our unswerving dedication to our customers and the highest respect for our suppliers (the provenance and traceability of our food is vital) and, of course, the environment and you can start to see we’re a bit more than ‘just’ a supermarket.

We have an exciting opportunity to join Waitrose as Head of Loyalty, reporting into our Customer Director. 

We know flexible working is important to you, and it is important to us too. 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. There will also be an expectation to visit other locations/suppliers as the need arises.

Salary: £121,000 - £170,000
Contract type: Permanent
Interviews: 2 stage process 

About the role

This is a senior position in the Customer leadership team accountable for the strategic leadership and outcome delivery of the MyWaitrose loyalty scheme, a key lever in driving commercial outcomes and customer advocacy, retention and engagement with the brand.

You and the team will be accountable for the MyWaitrose loyalty scheme for strategy, proposition, offers, operations, commercial planning and data and targeting. 

You will lead the transformation of the MyWaitrose strategy to drive improved customer experience, performance, and clear measurement and significant commercial returns. 

This is a competitive imperative for the Partnership and we require a well established, world class leader to deliver the programme of innovation and change. We’re at an exciting stage of the brand and this role will be at the forefront of driving innovation, change and commercial value for us. 

In this role you will; 

• Be accountable for driving revenue and profit targets to contribute to brand P&Ls, driving in period returns responding to short-term trade conditions as well as long-term customer lifetime value. 

• Work closely with the Head of Loyalty John Lewis and Head of Head of Pan-Partnership Loyalty & Customer Planning to align across the schemes, share best practice and drive commercial growth.  

Essential skills you’ll need

• Extensive experience working with Retail Loyalty Schemes 

• Multi-industry, broad sector experience in developing and launching a loyalty programme

• Strong understanding of data and analytics

• Proven track record of building commercial value 

• Experience of managing large teams and working collaboratively 

• Proven track record of people leadership development 

• Demonstrable experience of influencing cross functional stakeholders up to board level

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

• Experience of managing and allocating significant budgets 

• Capability to balance both short term and long term goals

Benefits of the Partnership and the role

• 💻 - Hybrid Working

• 🏖️ - Full time working holiday entitlement 25 days holiday, plus public and bank holidays (this is prorated for part time hours)

• ⚖ - Excellent work life balance, including focus on well being and flexible working and our marketing leading equal parenthood leave Policy

• 🐷 - Defined Contribution pension scheme where your contributions will be matched by the Partnership (up to 8% of pay) and, after three years’ service, you’ll receive an additional Partnership contribution of 4% of pay, regardless of whether you pay in or not

• 🤑 - You’ll get Partnership discount in store and online once you complete your Earning Membership period. That’s 25% off in John Lewis (12% off electrical products, some exclusions apply) and 20% in Waitrose (some exclusions apply). You’ll also be able to nominate someone you live with to share your discount

• 🚴 -  Simple cycle to work support scheme

• 🩺- Private Healthcare scheme, run by Bupa, is offered to Partners at levels 1-6 . It provides Partners who need medical attention, the ability to obtain it with minimum interference to their work

• 🚗- Personal use car scheme (or an allowance as a cash amount if preferred) is offered to Partners at Partnership levels 1-5. The scheme allows Partners to select from most car brands with insurance, recovery, fuel card and service plans included. Essential use cars are available for Partners who are required to travel on business regularly.

• 🏰 - We’re really proud of our exclusive hotels based in some of Britain’s most beautiful areas and once you’ve been with us for three months, you’re welcome to explore them

• 🌱 -  Learn more about our extensive range of exciting benefits that you could enjoy when you join us, visit - ttps://www.jlpjobs.com/about/benefits/ 

Next Steps 

• The application form consists of a CV upload followed by application questions. Please ensure you refresh the page each time you complete a task to ensure you complete everything that you need to in time. (If internal, check your Workday notifications and see further guidance on the PDW under "Internal application process").

• You'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you. 

Please see a full job description attached to this advert. Internal Partners can access here. 

Thanks for your patience in the meantime and for showing an interest in joining JLP. 

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