Loyalty Transformation Lead – Personalised Offers

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

Benefits offered by this job

Hybrid working

Flexible working

Job summary

John Lewis Partnership is seeking an experienced Loyalty Senior Manager – Offers to shape the future of our personalised offers and drive loyalty transformation. You will translate customer priorities into ambitious plans, collaborating with Product, Tech, CRM and Commercial teams to deliver measurable customer and commercial impact.

The role requires strong loyalty/CRM background, leadership skills, and the ability to drive change across multiple teams.

Qualifications

• Experience in retail loyalty or CRM environments.
• Proven track record in delivering personalised offers and changing mechanisms.
• Demonstrated ability to lead transformation and work with tech/product teams.
• Strong stakeholder influence and cross-functional collaboration.
• Experience leading and developing teams; budget awareness.
• Knowledge of data privacy and working in complex retail settings.

Responsibilities

• Lead Personalised Offers plan aligned with Loyalty strategy and priorities.
• Shape new offer propositions, mechanics and capabilities for customer engagement.
• Drive offers transformation with Product and Technology teams.
• Translate opportunities into requirements and delivery plans.
• Collaborate across Loyalty, Product, CRM, Commercial & Planning, Retail Media, dunnhubmy and others.
• Use insights to evaluate performance and inform future design.
• Own and optimise the Personalised Offers budget.
• Lead a direct report and support wider offer community.

Skills

Retail Loyalty

CRM

Personalised offers

Change management

Stakeholder management

Food offers targeting

Team leadership

BAU delivery

Budget & resources

Analytics

Third-party partners

Operational processes

Data protection/privacy

Retail environment

Job description

John Lewis Partnership is seeking an experienced Loyalty Senior Manager – Offers to shape the future of our personalised offers and drive loyalty transformation. You will translate customer priorities into ambitious plans, collaborating with Product, Tech, CRM and Commercial teams to deliver measurable customer and commercial impact.

The role requires strong loyalty/CRM background, leadership skills, and the ability to drive change across multiple teams.