Loyalty Strategy and Proposition Senior Manager

Loyalty 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 a Loyalty Strategy & Proposition Senior Manager to join our Pan Partnership team. As a Loyalty Strategy & Proposition Senior Manager, you could be responsible for both development and delivery of new propositions and also the ongoing running and optimization of existing loyalty propositions, ensuring robust annual plans and strategies are in place.

Contract type - This contract is a permanent contract.

Working pattern/flexible working - 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 team meets in the office 2 days a week to connect and on an ad-hoc basis to attend key meetings.

Location - London Pimlico Head Office.

Key Responsibilities

• Proactively lead proposition development and delivery plan for a number of proposition(s) across the Partnership’s loyalty portfolio.
• Deliver projects at pace, on time and on budget, in line with our loyalty transformation plans.
• Be data driven with a growth mindset, constantly looking for ways to learn and innovate. You’ll be passionate about creating memorable customer experiences and experienced in delivering change at pace.
• Work closely with the Loyalty Strategy and Proposition Lead, loyalty teams across Waitrose, John Lewis, Pan Partnership and Product teams on the design and delivery of loyalty propositions and experiences.
• Take ownership of a number of large, complex propositions within the scheme portfolio, defining the proposition and delivery plan in line with the transformation and capability programme timelines.
• Lead dotted-line programme teams, collaborating with cross-functional teams in Commercial, Data, Insight, Technology, Loyalty and Comms to align on the roadmap and strategy to deliver and evolve the proposition.
• Blend big customer need opportunities with brand strategy, commercial and operational drivers to create differentiated propositions.
• Lead multidisciplinary teams in the creation of customer-centric, omnichannel propositions.
• Define the cost and benefit associated with the proposition and wider loyalty scheme.
• Be responsible for the ongoing run and delivery of the propositions you own, ensuring excellent delivery for customers, operational excellence (alongside the Loyalty Operations team), ongoing optimisation and delivery of related benefits and OKRs.
• Navigate a fast-paced transformation environment, leading teams and engaging stakeholders to get things done.

Essential Skills/Experience You’ll Need

• A loyalty SME with significant experience in loyalty programme strategy or propositions.
• Significant experience in developing, delivering and innovating brand or retail customer-facing propositions.
• Strong technical skills in customer strategy and propositions.
• Highly commercial and confident working with business cases, benefit tracking and delivery.
• Fluent in understanding customers through data and insight.
• Experience working with complex projects and managing multiple stakeholders.
• Strong experience working with Technology teams.

Desirable Skills/Experience You May Have

• High level of technical skills around loyalty capability and technology.
• Experience in coalition loyalty programmes.
• Experience in Retail.
• Loyalty Points experience specifically a benefit.

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. 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 notes - Some roles may involve pre-employment vetting (which may include DBS checks). If required, you’ll be informed during recruitment. DBS checks will be carried out by a third-party registered body and financial probity checks may be required for some roles. We occasionally close vacancies early; if you require a reasonable adjustment due to a disability to complete your application please contact us as soon as possible. We support flexible working and may offer flexible or compressed hours, job sharing or shorter hour contracts where possible. Please discuss with the hiring manager during your interview.