At a Glance
- Tasks: Lead the operational delivery of loyalty programmes and enhance customer experiences.
- Company: Join the largest employee-owned business in the UK, John Lewis Partnership.
- Benefits: Competitive salary, flexible working, and a supportive team environment.
- Other info: Exciting opportunities for career growth and personal development.
- Why this job: Make a real impact on how millions experience our brands every day.
- Qualifications: Experience in operational management and change delivery is essential.
The predicted salary is between 50000 - 88500 £ per year.
Loyalty sits right at the heart of the John Lewis Partnership’s strategic future, and this is your opportunity to drive how millions of customers experience John Lewis and Waitrose every single day. We are seeking a proactive, collaborative Senior Loyalty Operations Manager to manage the end-to-end operational delivery of the current programme and develop future operational efficiency.
Loyalty is a key part of the business strategy and you will be part of a team ensuring the smooth operational delivery of all new capability and propositions and ongoing operational running of existing benefits of the scheme, whilst ensuring our stores, contact centres, and back-end processes are fully equipped for ongoing transformation. If you bring a proven track record of navigating fast-paced operational change, driving store-level engagement, and managing complex stakeholder networks to get things done, we want to hear from you.
Salary: £55,500.00 - £88,500.00 per annum dependant on skill and experience
Contract type: This is a fixed term contract opportunity until January 2028
Hours and location of the role: 35 hours per week. Your home location will be our London, Pimlico Head Office. This is a hybrid working role. The expectation is a minimum of 3 days per week in the office as team collaboration is critical in this role - core days are Wednesday and Thursday with the third day flexible dependant on projects and team meetings.
Key responsibilities:
- Ownership of the operational aspects of certain areas and propositions within myJohn Lewis.
- Alongside the Loyalty Performance & Operations Lead, maintaining scheme compliance is a core part of delivery and ongoing management - areas included are legal, fraud, data compliance, data security etc.
- Delivery of core operational elements of the scheme.
- Prepare the business to receive any new capability and propositions, ensuring there is a broad implementation plan and all impacted areas are ready to operate.
- Support operational delivery of defined scheme benefits (new and existing) within LoB.
- Be key contact for operational areas, including but not limited to Retail, Customer Care, Internal Comms, Legal, DP, DI&A, Finance, product teams, Programme manager.
- Ensure all new operational processes or changes to existing ones have been identified, created and in place for any launch and then operate in BAU.
- Deliver Store Engagement programme of work, including any training, briefings, store champions and store resource capacity requirements.
- Be the key Loyalty point of contact for Customer Care and Stores, nurturing close working relationships.
- Managing any store capacity requests for Loyalty, management of scheme terms and conditions.
- Continuously look to improve operational processes to drive efficiency and effectiveness.
- Plan and actively manage your owned areas of the ops opex budget.
Essential skills and/or experience you’ll need:
- Proven track record of landing change and operational improvements.
- Strong operational knowledge of Loyalty schemes, points schemes a benefit.
- Confident working in a high pressure, challenging environment with high accountability.
- A systems thinker who can tackle complex problem solving and understand impacts within a complex retail organisation.
- Demonstrable understanding and deployment of retail operations.
Desirable skills and/or experience you may have:
- Experience in change management and transformation.
- Experience of managing budgets and resource.
Closing Date: November 8, 2026
Pay: £55,500.00 - £88,500.00 Annual
Contract Type: Temporary
Hours of Work: 35 hours a week, Monday to Friday
Job Level: Partnership Level 6
Where You’ll Be Working: London Central Office, 1 Drummond Gate, London, SW1V 2QQ
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 of the difference. And, we all own it.
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 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.
Loyalty Operations Senior Manager in London employer: John Lewis Partnership
At John Lewis Partnership Cambridge, we pride ourselves on being an exceptional employer that values our Partners and their growth. Our supportive work culture fosters collaboration and innovation, providing ample opportunities for professional development through tailored training programmes. With a commitment to flexible, customer-led service, we ensure that every team member can thrive in an environment that prioritises both personal and career advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Loyalty Operations Senior Manager in London
✨Tap into Consulting Networks
Get active in local management consulting networks and organisations. Attend meetups, workshops, or webinars specific to consulting where you can connect with professionals who may know of temporary roles opening up at places like John Lewis Partnership. Don’t underestimate word-of-mouth – it’s massive in our field!
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✨Check for Temporary Roles on Niche Job Boards
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✨Leverage University and Alumni Resources
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We think you need these skills to ace Loyalty Operations Senior Manager in London
Some tips for your application 🫡
Showcase Your Analytical Skills:In management consulting, employers love to see your problem-solving abilities right from the get-go. Be sure to highlight any relevant analytical projects you've worked on, particularly those that show how you tackled complex problems. If you’ve done any case studies or analysis during your studies, throw those in your CV!
Tailor Your Experience for the Role:Since this is a temporary position, your application should reflect your adaptability and relevant experience quite clearly. Focus on showcasing experiences that demonstrate your ability to hit the ground running, like previous projects, internships, or freelance gigs in consulting or project management.
Craft a Targeted Cover Letter:Your cover letter is your chance to sparkle! Use it to explain why you're interested in this temporary role at John Lewis Partnership and how your skills suit the specific project needs. Remember to mention how you can provide immediate value based on your past experiences.
Include Certifications or Relevant Training:If you've got any certifications like PMP, Six Sigma, or even coursework that’s super relevant, make sure to list those in your application. Management consulting can be competitive, and these extra qualifications can help you stand out in the recruitment process.
How to prepare for a job interview at John Lewis Partnership
✨Prepare for Case Studies
In management consulting, case study interviews are a big deal. Expect to tackle real-world business problems on the spot. We should practise structuring our thoughts, developing hypotheses, and presenting our solutions clearly, as this is what firms like John Lewis Partnership will want to see.
✨Show Off Your Problem-Solving Skills
You’ll need to demonstrate strong analytical skills and logical reasoning. Brush up on frameworks like SWOT or Porter's Five Forces, as these can come in handy. Think of instances from your experience where you tackled a complex issue—this could set you apart when speaking to John Lewis Partnership.
✨Highlight Your Adaptability
Since this is a temporary role, it's crucial we showcase our ability to hit the ground running. Have examples ready that illustrate how we've adapted quickly in past positions or projects. This shows that we can contribute effectively from day one at John Lewis Partnership.
✨Be Ready to Discuss Cultural Fit
Temporary roles often come with a focus on team dynamics. Prepare to discuss how we align with the values and culture at John Lewis Partnership. We want to highlight our teamwork experiences and how we can mesh with their consulting teams, making it clear that we're not just looking to fill a spot but to add value.
