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About the Role
Loyalty is central to the John Lewis Partnership's strategic future, offering an opportunity to shape how millions of customers experience John Lewis and Waitrose daily. This role manages the end-to-end operational delivery of the current loyalty program and develops future operational efficiencies. You will ensure the smooth operational delivery of new capabilities and propositions, alongside the ongoing management of existing scheme benefits, while preparing stores, contact centers, and back-end processes for transformation. We seek a candidate with a proven ability to navigate fast-paced operational change, drive store-level engagement, and manage complex stakeholder networks.
Responsibilities
- Ownership of the operational aspects of certain areas and propositions within myJohn Lewis
- Maintaining scheme compliance, including legal, fraud, data compliance, and data security, in collaboration with the Loyalty Performance & Operations Lead
- Delivery of core operational elements of the scheme
- Preparing the business for new capabilities and propositions, ensuring a broad implementation plan and readiness of all impacted areas
- Supporting operational delivery of defined scheme benefits (new and existing) within LoB
- Serving as the key contact for operational areas such as Retail, Customer Care, Internal Comms, Legal, DP, DI&A, Finance, product teams, and Programme manager
- Ensuring all new or changed operational processes are identified, created, and in place for launch and BAU operation
- Delivering the Store Engagement program of work, including training, briefings, store champions, and store resource capacity requirements
- Acting as the key Loyalty point of contact for Customer Care and Stores, fostering close working relationships
- Managing store capacity requests for Loyalty and the scheme's terms and conditions
- Continuously improving operational processes to drive efficiency and effectiveness
- Planning and actively managing owned areas of the ops opex budget
Requirements
- Proven track record of implementing change and operational improvements
- Strong operational knowledge of Loyalty schemes; points schemes are a benefit
- Ability to work confidently in a high-pressure, challenging environment with high accountability
- Systems thinking approach to tackle complex problem-solving and understand impacts within a complex retail organization
- Demonstrable understanding and deployment of retail operations
Skills
- Change management
- Transformation
- Budget management
- Resource management
Location
- London, Pimlico Head Office
- London Central Office, 1 Drummond Gate, London, SW1V 2QQ
Work Type
- Hybrid working
- Fixed term contract
- 35 hours per week
- Monday to Friday
Experience Level
- Senior
- Partnership Level 6
Salary/Compensations
- £55,500.00 - £88,500.00 per annum
About the Company
- 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, continuing to innovate, adapt and diversify.
- As Partners we all share the responsibility of ownership and in its rewards, working together and holding true to our behaviours.
- 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.
- We support flexible working, which might mean flexible or compressed hours, job sharing or shorter hour contracts, where possible.
Equal Opportunity
- Some of our roles are subject to pre-employment vetting (which may include DBS checks for successful candidates).
- 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 recommend that you apply as soon as possible as vacancies can close early if we see a high number of applicants.