Loyalty Operations Lead

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 proposition and transformation. We are proactively recruiting for 2 Operations Leads.

These are senior positions within the Loyalty team and will hold overall accountability for the smooth operational delivery of the My John Lewis/ My Waitrose Loyalty scheme. You will also lead the operational delivery for My John Lewis/ My Waitrose on all new capability and propositions as part of the Loyalty transformation, advising and acting as SME on all operational aspects and responsible for the smooth delivery of change into BAU.

• Salary range - Expected salary up to £85,000

• Contract type - There are 2 Permanent roles available. 

• 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 aim for around 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 - 1 role is based at our London Pimlico Head Office campus (John Lewis) and 1 role is based at our Bracknell Campus (Waitrose). 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 be the day to day operations lead, on behalf of the Head of Loyalty, for all areas of the business, including and not limited to Retail, Customer Care, Legal, DP, DI&A, Finance, Programme manager, Brand Commercial, JL Omni, WTR Digital, Financial Services and Brand Marketing.  

• This role will lead getting the business ready to receive and utilise new capability and propositions for loyalty, ensuring all impacted areas are ready and have processes, resources and systems in place. 

• You will have line management of a loyalty operations team and run the operational side of any benefit of the loyalty scheme. Also being on point for maintaining scheme compliance across Loyalty including legal, fraud, data compliance, data security.

• You will work closely with the Pan Partnership Loyalty product/ platform teams to advise on the transformation plan and be the programme and product teams point of contact for Waitrose/ John Lewis. An ability to navigate the business and engage teams to get things done will be important to your success in this role. You will have strong experience of working in a transformation area.  

What will you be doing?

• Overall accountability for the smooth operational delivery of the My John Lewis/ My Waitrose Loyalty scheme

• Leadership of operational delivery on all new My John Lewis / My Waitrose Loyalty capability and propositions as part of our Loyalty transformation, advising and acting as SME on all operational aspects and responsible for the smooth delivery of change into BAU

• Ensuring scheme compliance as a core part of delivery and ongoing management - areas included are legal, fraud, data compliance, data security 

• Leading connection into stores and customer contact teams, ensuring strong WOW and visibility of plans, inclusion in capacity plans for all relevant parties

• Preparing the business to receive any new capability and proposition, ensuring there is a broad implementation plan and all impacted areas are ready to operate 

• Ensuring all new operational processes or changes to existing ones have been identified, created and in place for any launch and then support movement into BAU

• Advising on transformation plan and associated operational impacts

• Maintaining a roadmap of improvement for our LoB specific capabilities (covering people, process, tech). 

• Management of Loyalty operational budget

• Support ongoing optimisation of core operations and systems'.

• Support the delivery of complex propositions.

Essential skills/experience you’ll need 

• Extensive experience operating a retail loyalty scheme. A Loyalty operations SME

• Extensive track record of landing change and operational improvements

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

• Extensive experience working with Tech teams, ideally in an product delivery structure

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

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

Desirable skills/experience you may have

• Strong experience working within a large scale transformation programme structure

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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.