At a Glance
- Tasks: Lead the transformation of loyalty offers and enhance customer engagement.
- Company: Join the UK's largest employee-owned business, John Lewis Partnership.
- Benefits: Competitive salary, hybrid working, and a focus on work-life balance.
- Other info: Embrace a culture of ownership and collaboration in a dynamic workplace.
- Why this job: Make a real impact in a fast-paced environment while leading a passionate team.
- Qualifications: Experience in loyalty offers or CRM, with strong leadership skills.
The predicted salary is between 50000 - 88500 £ per year.
Loyalty is a key part of the business strategy across the John Lewis Partnership and is a priority for the Partnership. You’ll be part of a team shaping and delivering Loyalty transformation. As Loyalty Offers Senior Manager, you will report to the Loyalty Performance and Operations lead, working closely with the Loyalty Commercial & Planning Senior Manager as well as Pan Partnership Loyalty product/platform teams to support delivery on the transformation plan and champion improvements around offers.
This role will be working in a fast-paced, transformational 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.
Your team will be the centre of excellence on delivering customer offers, championing improvements to the operational systems and processes, providing an 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 lead a team of Partners supporting the shaping and delivery of your defined offers strategy, so experience leading matrix and direct teams is essential.
Key responsibilities
- Work closely with Loyalty Proposition, Loyalty Commercial & Planning, Pan Partnership Loyalty team to shape the offers programme for customers.
- Lead operational delivery of all loyalty offers (new and existing) for John Lewis.
- Own in year plans for offers, within a given budget, allowing for longer term offer strategy and new capability being delivered.
- Ensure all new offer operational processes or changes to existing ones have been identified, created and in place for any launch and then operate in BAU.
- Share experience and knowledge with wider teams to ensure best offer pool, with the best targeting and allocation to improve redemption and participation.
- Own end to end process for offers, including defining the offer pool, defining customer targeting and allocation criteria, working within an allocated budget and understanding success of those offers.
- 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.
- Ownership and management of the personalised offers budget, optimising customer offer and business returns.
Essential skills and/or experience you’ll need
- Significant experience working in the Loyalty offers environment or Customer Relationship Management (CRM) with a strong working knowledge of data & targeting and offer operations.
- Significant experience managing direct and matrix teams and working collaboratively.
- Experience in leading transformation in the CRM/Loyalty space.
- Strong experience working in a customer data environment and managing technology programmes in CRM/Loyalty, view on process efficiency and optimisation.
- Confident working in a high-pressure, challenging environment with high accountability.
- Experience of managing and allocating significant budgets and resources within an offers programme.
Desirable skills and/or experience you may have
- A systems thinker who can tackle complex problem-solving and understand impacts within a complex retail organisation.
Salary: £55,500.00 - £88,500.00 per annum dependant on skill and experience.
Contract type: This is a permanent opportunity.
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.
Loyalty Offers Senior Manager employer: John Lewis plc
John Lewis plc is an excellent employer, offering a supportive work culture at The Odney Hotel in the picturesque setting of Cookham, Berkshire. Employees benefit from competitive pay, flexible part-time hours, and opportunities for growth within a renowned company known for its commitment to customer service excellence. Join us to be part of a team that values your contributions and fosters a rewarding career in hospitality.
StudySmarter Expert Advice🤫
We think this is how you could land Loyalty Offers Senior Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at John Lewis plc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like John Lewis plc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Loyalty Offers Senior Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to John Lewis plc:Your cover letter is your chance to shine! Tell us why you want to work at John Lewis plc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at John Lewis plc!
How to prepare for a job interview at John Lewis plc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
