Loyalty Operations Senior Manager

John Lewis Partnership; City of Westminster; Hybrid; GBP 56,000 - 89,000; Full time

Job summary

John Lewis Partnership is seeking a proactive Senior Loyalty Operations Manager to oversee end-to-end delivery of the current loyalty programme and drive efficiency across stores, contact centres and back-end processes. You will navigate fast-paced change and manage complex stakeholder networks to deliver results.

This hybrid London role requires 3 in-office days (Wed/Thu plus one flexible day) with 35 hours per week.

Qualifications

• Proven track record of landing change and operational improvements.
• Experience with loyalty schemes or points-based programs is a plus.
• Ability to work under pressure with high accountability and tight timelines.

Responsibilities

• Own the operational aspects of loyalty propositions within the programme.
• Maintain scheme compliance across legal, data protection, and data security aspects.
• Deliver core operational elements and prepare for new capabilities and propositions.
• Coordinate with Retail, Customer Care, Finance, and product teams to ensure BAU readiness.
• Drive store engagement, training, and resource planning for loyalty initiatives.
• Manage store capacity requests and terms/conditions for loyalty activities.

Skills

Change delivery

Operational improvements

Loyalty schemes

High accountability

Retail operations

Job description

About the role

Loyalty sits right at the heart of the John Lewis Partnership’s strategic future, and this is your opportunity to drive how millions of customers experience John Lewis and Waitrose every single day. We are seeking a proactive, collaborative Senior Loyalty Operations Manager to manage the end-to-end operational delivery of the current programme and develop future operational efficiency. Loyalty is a key part of the business strategy and you will be part of a team ensuring the smooth operational delivery of all new capability and propositions and ongoing operational running of existing benefits of the scheme, whilst ensuring our stores, contact centres, and back-end processes are fully equipped for ongoing transformation. If you bring a proven track record of navigating fast-paced operational change, driving store-level engagement, and managing complex stakeholder networks to get things done, we want to hear from you.

• Salary: £55,500.00 - £88,500.00 per annum dependant on skill and experience
• Contract type: This is a fixed term contract opportunity until January 2028
• 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

Key responsibilities

• Ownership of the operational aspects of certain areas and propositions within myJohn Lewis
• Alongside the Loyalty Performance & Operations Lead, maintaining scheme compliance is a core part of delivery and ongoing management - areas included are legal, fraud, data compliance, data security etc.
• Delivery of core operational elements of the scheme.
• Prepare the business to receive any new capability and propositions, ensuring there is a broad implementation plan and all impacted areas are ready to operate
• Support operational delivery of defined scheme benefits (new and existing) within LoB
• Be key contact for operational areas, including but not limited to Retail, Customer Care, Internal Comms, Legal, DP, DI&A, Finance, product teams, Programme manager
• Ensure all new operational processes or changes to existing ones have been identified, created and in place for any launch and then operate in BAU
• Deliver Store Engagement programme of work, including any training, briefings, store champions and store resource capacity requirements
• Be the key Loyalty point of contact for Customer Care and Stores, nurturing close working relationships
• Managing any store capacity requests for Loyalty, management of scheme terms and conditions
• Continuously look to improve operational processes to drive efficiency and effectiveness
• Plan and actively manage your owned areas of the ops opex budget

Essential skills and/or experience you’ll need

• Proven track record of landing change and operational improvements
• Strong operational knowledge of Loyalty schemes, points schemes a benefit
• Confident working in a high pressure, challenging environment with high accountability
• A systems thinker who can tackle complex problem solving and understand impacts within a complex retail organisation
• Demonstrable understanding and deployment of retail operations

Desirable skills and/or experience you may have

• Experience in change management and transformation
• Experience of managing budgets and resource

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35 hours a week, Monday to Friday

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.