Digital Product Manager

John Lewis Partnership; City of Westminster; Hybrid; GBP 59,000 - 94,000; Full time

Job summary

A leading retail firm is seeking a Digital Product Manager to lead loyalty initiatives and enhance customer engagement. This position involves owning the product strategy, managing cross-functional teams, and ensuring successful delivery of loyalty solutions. The ideal candidate has strong leadership experience in product discovery and a proven track record of driving measurable customer value. The role supports a hybrid working model, offering flexibility between home and office work.

Qualifications

• Proven experience leading product discovery on large-scale initiatives.
• Demonstrated ability to deliver measurable outcomes against defined goals.
• Strong problem-solving capability in fast-moving environments.

Responsibilities

• Deliver high-impact loyalty propositions to maximize customer value.
• Own product strategy and outcomes, aligned to loyalty strategy.
• Lead product discovery through customer insight and data.

Skills

Product discovery leadership

Strategic thinking

Problem-solving

Agile methodologies

Data-informed decision making

Job description

About the role

As a Digital Product Manager in the Waitrose Loyalty Experiences team, you will be accountable for shaping and delivering loyalty propositions that drive meaningful customer engagement and increased shopping frequency.

You will own the product vision, roadmap and backlog for your area, ensuring priorities are rooted in customer insight and deliver against strategic, commercial and technical outcomes. As the subject matter expert, you will represent the voice of the customer while balancing the needs of end users, engineering and business stakeholders in a complex, fast‑moving environment.

Operating with a strong bias to action, you will lead discovery, make confident trade‑offs and convert insight into valuable product outcomes. You will work in close partnership with the Product Lead, Delivery Lead, Business Analyst and engineering team, building momentum from problem definition through to delivery and continuous optimisation.

Success in this role requires senior‑level communication and influence. You will build trust across the Partnership, clearly articulating what is being delivered, why it matters and when value will be realised while setting expectations and driving alignment at pace.

• Salary £59,500.00 - £93,200.00
• Contract type 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.
• Location This role is based at our London Pimlico Head Office.

Key responsibilities

• Deliver high‑impact loyalty propositions that maximise value for customers and the My Waitrose program, driving engagement, frequency and long‑term loyalty.
• Own product strategy and outcomes, setting clear objectives and key results (OKRs) aligned to the loyalty strategy. Continuously evolve the product roadmap through insight‑led discovery and delivery.
• Lead product discovery to reduce risk and increase confidence in product decisions, using customer insight, data, experimentation and market awareness to solve meaningful customer and business problems.
• Build, own and manage a transparent product backlog, ensuring strong prioritisation, clear value articulation and alignment to OKRs. Write high‑quality requirements and ensure the team has a healthy and ready pipeline of work.
• Operate as a senior member of a cross‑functional Agile team, partnering closely with Engineering, UX, Delivery, Data and Business Analysis to take ideas from inception through delivery, measurement and optimisation.
• Make confident, evidence‑based decisions on scope, trade‑offs and sequencing, balancing customer value, commercial outcomes, technical health and design quality.
• Use data, analytics and insight to assess product performance, identify opportunities for iteration and optimisation, and manage product effectiveness over time.
• Communicate with clarity and authority, providing regular and transparent updates on product direction, progress, risks, outcomes and learnings to a wide stakeholder audience.
• Build strong, trusted relationships across the Partnership, working collaboratively with propositions, operations and supporting business teams while setting clear expectations and driving alignment.
• Support delivery and launch excellence, ensuring new loyalty features are launched effectively and deliver measurable impact.
• Act as a role model for Product Management, contributing to the Product community of practice, mentoring others where appropriate and continuously investing in your own professional development.
• Live the values of the John Lewis Partnership, acting in line with its purpose and democratic principles, engaging constructively with change and contributing openly to improving how we work together.

Essential skills/experience you’ll need

• Proven experience leading product discovery on large‑scale initiatives, framing complex customer and business problems and translating them into clear, testable opportunities.
• Demonstrated ability to take a strategic brief or written strategy and deliver measurable outcomes against defined goals.
• Strong problem‑solving capability, bringing fresh perspectives to existing challenges and identifying practical ways forward.
• Experience running hypothesis‑led product delivery, including experimentation, A/B testing and data‑informed decision making.
• Comfortable operating in ambiguity, responding effectively to change and making sound trade‑offs in fast‑moving environments.
• Ability to manage multiple priorities, stakeholders and timelines while maintaining focus on value and outcomes.
• Experience leading cross‑functional product teams with end‑to‑end ownership of features, from discovery through delivery and optimisation.
• Strong background working within Agile delivery environments (e.g. Scrum, Kanban), with experience guiding others within a product team.

Desirable skills/experience you may have

• Experience working on loyalty or customer engagement products, ideally within a retail or consumer‑facing environment.
• Experience delivering large‑scale, complex products within mature organisations or multi‑team environments.
• Familiarity with data‑led personalisation, customer segmentation or reward mechanics within loyalty programmes.

#LI-HEADOFFICE

#LI-CF1

#LI-HYBRID

#LI-REMOTE

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. 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 the difference. And, we all own it.

Important points to note:

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 occasionally close vacancies early in the event we receive a high volume of applications, and therefore, we recommend you apply early. If you require a reasonable adjustment due to a disability which means you may need longer to complete your application please contact us as soon as possible.

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.