Loyalty Offers Transformation Lead

JOHN LEWIS; Bracknell; Hybrid; GBP 68,000 - 83,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Waitrose is seeking an experienced Loyalty Senior Manager to shape and deliver the Personalised Offers strategy within its Loyalty transformation. You will translate customer priorities into ambitious offers plans and work across teams to deliver tangible improvements in engagement and commercial value.

The role requires leadership of a team and collaboration with Product, CRM, Commercial & Planning, Retail Media, and analytics partners to drive transformation and outcomes.

Qualifications

• Strong experience in Retail Loyalty or CRM.
• Extensive background in personalised offers and offer mechanics.
• Proven track record in navigating complex transformation and change management.
• Experience working closely with Technology and Product teams.
• Excellent stakeholder influencing and collaboration skills.

Responsibilities

• Lead development and evolution of the Personalised Offers plan, translating Loyalty strategy and Waitrose customer priorities into compelling offers opportunities, propositions and plans that deliver customer and commercial value.
• Shape and develop new offer propositions, mechanics and capabilities, identifying opportunities to improve customer participation, engagement and the overall effectiveness of offers.
• Lead significant offers transformation and change, working with Product and Technology teams to influence the development of new systems and capabilities and ensure they meet customer and business needs.
• Translate strategic opportunities, proposition developments and new technology into clear requirements, delivery plans and operational outcomes, ensuring the business is ready to adopt and embed new capabilities.
• Work collaboratively across the whole Loyalty team, Product, CRM, Commercial & Planning, Retail Media, dunnhumby and other teams to align priorities and deliver change across the offers ecosystem.
• Use customer and commercial insight to evaluate performance, identify opportunities for improvement and inform future offer design, targeting, investment and proposition development.
• Own and optimise the Personalised Offers budget, balancing customer opportunity, commercial value, investment and delivery priorities.
• Lead and develop a direct report (Partnership Level 8) and provide leadership across the wider offer community, building strong relationships and bringing teams together to deliver shared objectives.

Skills

Retail Loyalty CRM

Personalised offers

Transformation & change

Tech & Product collaboration

Stakeholder influence

Job description

Waitrose is seeking an experienced Loyalty Senior Manager to shape and deliver the Personalised Offers strategy within its Loyalty transformation. You will translate customer priorities into ambitious offers plans and work across teams to deliver tangible improvements in engagement and commercial value.

The role requires leadership of a team and collaboration with Product, CRM, Commercial & Planning, Retail Media, and analytics partners to drive transformation and outcomes.