Loyalty Strategy & Proposition Lead

About the roleLoyalty is a key part of the business strategy across JLP and is a priority for the Partnership, and as such, we are recruiting for senior positions within the Waitrose Loyalty team to drive our Loyalty transformation. This role will lead the strategy and proposition portfolio for loyalty including the transformation agenda, proposition team and outcomes. This is a competitive imperative for the brand and we require well established, high performing loyalty strategists and leaders to deliver the programme of innovation and change.

At a glance

• Salary range - Expected salary up to £100,000

• Contract type - This position is a Permanent contract

• Working pattern - 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. 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 - This role is based at our Bracknell Head Office campus. 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 

• Working alongside the Heads of Loyalty for John Lewis and Pan-Partnership, you’ll lead the transformation of MyWaitrose into market-leading loyalty schemes, aligned with Pan Partnership transformation plans and capability development

• Use extensive expertise in Loyalty and transformation to ensure that objectives are delivered at pace.

• Provide Loyalty thought leadership across the business as part of a community of Loyalty experts.

• Lead on Loyalty OKRs. Develop robust metrics to track the performance and areas of opportunity across brand, customer and commercial objectives. Using and having a strong understanding of data analytics to provide insight into the potential opportunities

• Management of proposition portfolio of work, RACI, resourcing and funding. Understand the wider impacts of the work loyalty are shaping- op model, budget, timelines, impacts into wider teams etc. and manages the conversations on these into the business.

• Build and develop a high performing Loyalty propositions team, utilising your deep technical skills and experience in customer strategy and proposition. Leading and coaching the team of Prop Managers, providing SME guidance and overall responsibility for quality of output and plans being well structured, clearly communicated and running to time

• Work closely with Loyalty teams across the Partnership (WTR, JL, FS, PPL) to deliver an aligned, pan-Partnership Loyalty plan unlocking value within and between the LOB (Lines of Business).

• Work closely with Technology teams on digital-first propositions and experiences, defining and co-owning roadmaps for delivery.

What will you be doing?

You will lead on the strategy and capability development roadmap for Loyalty and so we are looking for a strategy and proposition heavyweight who is highly experienced and confident in this area including expert level technical skills and deep SME knowledge of Loyalty.

You’ll be strong across both strategy and proposition with the ability to shape multi-year strategies, making phasing decisions and with the confidence to set direction and tackle complex problems. You’ll be equally strong at creating strategies and delivering them- pragmatic and able to get stuff done. You’ll be comfortable managing a portfolio of work, including managing a team of Proposition Managers and ensuring pace and delivery.

You will have a record of leading multidisciplinary teams in the creation of customer-centric, omnichannel propositions and loyalty capability with proven experience of working with complex, cross-cutting capability development. Highly commercial, you’ll be confident in business case development for the scheme and propositions as well as understanding and navigating the wider impacts (operational, structural, financials etc).

Essential skills/experience you’ll need 

• Extensive experience working with retail loyalty schemes

• Expert level technical skills in customer strategy and proposition

• Extensive experience in business case development and leading input for business plan processes. High level of skills and confidence in cost and benefit development and tracking.

• Strong skills and experience building multi year transformation programmes and strategies spanning a 5/3/1 year time horizon

• A loyalty thought leader with significant and recent experience of loyalty scheme transformation and strategies

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

Desirable skills/experience you may have

• Strong experience working within a large scale transformation programme structure

• Experience in change management and transformation 

• Grocery experience

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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.