Senior Loyalty Operations Manager – Hybrid Role

JOHN LEWIS; Greater London; Híbrido; GBP 56.000 - 89.000; Jornada completa

Descripción de la vacante

John Lewis Partnership is seeking a Senior Loyalty Operations Manager to lead end-to-end operational delivery of the loyalty programme and drive future efficiency. The role requires coordinating stores, contact centres, and back-end processes to enable ongoing transformation and strong customer experiences.

You will manage the operational delivery of benefits, ensure compliance, and partner with multiple teams across Retail, Finance, and Legal to implement new capabilities.

Formación

• Proven track record of landing change and operational improvements.
• Experience with loyalty or points schemes is a plus.
• Ability to operate in a high‑pressure retail environment.

Responsabilidades

• Own operational aspects of selected loyalty areas and propositions.
• Maintain scheme compliance across legal, fraud, data security, and data protection.
• Prepare for new capabilities with broad implementation plans.
• Support delivery of scheme benefits in LoB and BAU operations.
• Act as the main liaison for Retail, Customer Care, Legal, Finance and product teams.
• Ensure new processes are created and deployed for launches.

Conocimientos

Change management

Operational improvements

Loyalty schemes

Stakeholder management

Retail operations

Herramientas

Data analysis tools

Descripción del empleo

John Lewis Partnership is seeking a Senior Loyalty Operations Manager to lead end-to-end operational delivery of the loyalty programme and drive future efficiency. The role requires coordinating stores, contact centres, and back-end processes to enable ongoing transformation and strong customer experiences.

You will manage the operational delivery of benefits, ensure compliance, and partner with multiple teams across Retail, Finance, and Legal to implement new capabilities.