Senior Operations & Change Manager in London

The Sainsbury’s gift card team is responsible for delivering market leading gift card and multi-retail voucher programmes for all the Sainsbury’s group brands. We are operating in a dynamic, fast-paced market and our multibrand gift card proposition gives us the potential to offer something truly distinctive to our customers. The Senior Operations & Change Manager role is focused on ensuring programme stability, delivering continuous improvement and change initiatives along with leading the operations team to successfully manage the operational elements of the Gift Card programme. Consistently delivering outstanding customer service.

The job holder will have excellent leadership and change management skills with a focused approach to continuous improvement. In addition, they will have good functional knowledge of Sainsbury’s commercial operations and processes. Implement business change from concept through to delivery & review, working closely with all internal and cross-functional teams to own, deliver and exceed the expected outcomes. They will manage multiple change initiatives at any one time, working in an agile way, adapting to problems, challenges, and solutions as and when they arise and ensuring new initiatives bed successfully into BAU through their team.

Effective and robust supplier / stakeholder management is critical to ensure we are delivering and operating effectively through our Gift Card partners and always looking to collaborate / challenge to improve the customer experience. Customer is at the heart of all we do, and this role is always looking at how customers interact with our Gift Cards propositions, what the pain points are and creating plans to address. The Senior Operations & Change Manager will have great relationships within the wider business and externally to support the programme to operate at pace and help deliver our strategic ambitions. They will be an effective leader and confident to lead colleagues as direct report or in a matrix management style.

What I am accountable for

• Operations
• Lead the operations team to deliver consistent SLAs, and efficiencies in their area always acting with a continuous improvement mindset.
• Develop the Operations Team to act with autonomy, taking full ownership of E-2-E processes and engaging internally and externally to make these happen effectively.
• Drive SLA performance with suppliers, building good relationships with service delivery and procurement to ensure impact.
• Proactively identify and manage risks, issues, and dependencies to swift resolution.
• Capturing operational requirements in conjunction with the team for activity requiring change, working to find and implement cost effective solutions.
• Deputise for Head of as appropriate with relevant support / guidance, such as completing sales reports and attending critical programme progress meetings with stakeholders.
• Change
• Own the change workstream – ensuring all new initiatives are reviewed and planned, the right areas of the business are engaged communicating any changes or movements in a timely manner to multiple stakeholders, working with others to deliver and ultimately celebrating success.
• Manage the business change of initiatives, ensuring strong engagement across all constituents.
• Multi-task, be quick to prioritize and adapt. Naturally work at pace & gets things done.
• Build processes for change initiatives, working with and through their team. In doing so, ensure a consistent approach and interaction with key stakeholders from other functions.
• Acts as a consult & successfully delivers change into business and BAU activity.

What I need to know

Essential

• Experience in leading teams and ensuring clear goal setting to deliver desired outcomes.
• Experience in interpreting a concept into a customer-friendly solution, balancing our brand with innovation in the market.
• Confident in creating a plan for continuous improvement, balancing this with the need for innovation and change.
• Always sees opportunities for driving the operational efficiency of our programme and ways of working and puts these into play.
• Listen to customer feedback and adapt accordingly to solve problems using network.
• An in-depth understanding of the processes and systems utilised across Gift Cards as well as our strategy and business priorities.
• Ability to analyse external markets and make recommendations for the programme.

Desirable

• Appreciation of external impacts – an understanding of the UK gift card market and landscape.
• Experience of managing a commercial operations team within the gift card industry.
• Experience in managing projects and change.

We are committed to being a truly inclusive retailer so you’ll be welcomed whoever you are and wherever you work. Around here, there’s always the chance to try something new — whether that’s as part of an evolving team or somewhere else across the business - and we take development seriously and promise to support you. We also recognise and celebrate colleagues when they go the extra mile and, where possible, offer flexible working. When you join our team, we’ll also offer you an amazing range of benefits. Here are some of them: Starting off with colleague discount, you'll be able to save 10% on your shopping online and instore at Sainsbury's, Argos, TU and Habitat, and we regularly increase the discount to 15% at points during the year. We've also got you covered for your future with our pensions scheme and life cover. You'll also be able to share in our success as you may be eligible for a performance-related bonus of up to 20% of salary, depending on how we perform. Your wellbeing is important to us too. You'll receive an annual holiday allowance, and you can buy up to an additional week's holiday, and we provide private healthcare. We also offer other benefits that will help your money go further such as season ticket loans, interest free car loan of up to £10k, cycle to work scheme, health cash plans, salary advance (where you can access some of your pay before pay day) as well access to a great range of discounts from hundreds of other retailers. And if you ever need it there is also an Employee Assistance Programme. Moments that matter are as important to us as they are to you which is why we give up to 26 weeks’ pay for maternity or adoption leave and up to 4 weeks’ pay for paternity leave.