Loyalty Operations Senior Manager

John Lewis Partnership; Greater London; Hybrid; GBP 56,000 - 89,000; Full time

Job summary

John Lewis Partnership is seeking a Senior Loyalty Operations Manager to drive end-to-end operational delivery of the loyalty programme and improve future efficiency. The role is based in London with hybrid working, requiring in-office presence three days a week and strong collaboration with stores, contact centres and back-end teams.

You will oversee operational delivery of current benefits, ensure scheme compliance, and coordinate with Retail, Legal, DP, Finance and product teams to enable

Qualifications

• Proven track record of landing change and operational improvements.
• Strong operational knowledge of loyalty schemes and points schemes is beneficial.
• Capable in high-pressure environments with high accountability.
• Demonstrates systems thinking and complex problem solving within retail.
• Experience deploying retail operations across multiple channels.

Responsibilities

• Own operational aspects of defined loyalty areas and propositions.
• Maintain scheme compliance across legal, fraud, data, and security.
• Deliver core operational elements of the loyalty scheme.
• Prepare the business for new capabilities with broad implementation plans.
• Support delivery of defined scheme benefits within line of business.
• Act as key contact for Retail, Customer Care, Legal, Finance, and product teams.
• Identify and implement new/updated operational processes for launches and BAU.
• Deliver Store Engagement work, training, and store resource planning.
• Maintain close working relationships with Stores and Customer Care.

Skills

Operational improvements

Loyalty schemes

High pressure environment

Systems thinking

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

Closing Date:

November 8, 2026

Pay:

£55,500.00 - £88,500.00 Annual

Contract Type:

Temporary

Hours of Work:

35 hours a week, Monday to Friday

Job Level:

Partnership Level 6

Where You’ll Be Working:

London Central Office, 1 Drummond Gate, London, , SW1V 2QQ

ABOUT 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 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.