Loyalty Offers Manager

About the roleLoyalty 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 and managing the Loyalty transformation, leading the Loyalty Offers plans and operations for John Lewis/ Waitrose
You will support the operational delivery (taking ownership in places) of the offers plan and will also take a role in the transformation plan alongside the Offer Operations Senior Manager, providing SME input and championing improvements around offers.
This role will be working in a fast-paced, transformation 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.
Please note this role is known internally as "Offer Operations Manager".

At a glance

• Expected Salary -£42,700-£55,000

• Contract type - We have 1 permanent role within Waitrose (Bracknell) and 1 Permanent role within John Lewis (London)

• 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 aims for around 1 to 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 either our Bracknell Head Office or our London Head Office campus (Pimlico). Please note, any cost incurred as a result of travel to the office is the responsibility of the successful candidate. There is no travel allowance for this role.

Key responsibilities 

• You will work closely with the Senior Offer Operations Manager to lead delivery of offers to our customers. Your team will be the centre of excellence on delivering customer offers, championing improvements to the operational systems and process,providing 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 also work closely with the Campaign Management Teams (internal or external) to ensure the best targeting and allocation of offers is applied, including writing any targeting briefs required.

• 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.

• You will build close relationships with other teams who are part of the offer journey, including commercial, product teams, Dunnhumby, Offer Proposition Lead, retail and customer care.

Essential skills/experience you’ll need 

• Experience and understanding of deployment of loyalty offers operations

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

• Experience of line management and working collaboratively

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

• Experience of managing systems and process changes into a team

• Significant experience of learning and utilising 3rd parties systems to carry out operational tasks

Desirable skills/experience you may have

• Led a team of marketing operators

• Expertise in assessing marketing processes and finding ways to improve efficiency or quality of work.

• Experience of managing and allocating budgets and resource

• Experience of working within a programme of change management and transformation

• Operational knowledge of Loyalty schemes. Points schemes a benefit

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About 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. If required, you’ll find out more about vetting throughout the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays.

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.