Senior Loyalty & Personalised Offers Lead

John Lewis Partnership; Bracknell; Hybrid; GBP 45,000 - 75,000; Full time

Job summary

Waitrose, part of John Lewis Partnership, seeks an experienced Loyalty Senior Manager – Offers to shape the Personalised Offers plan and drive our Loyalty transformation.

You will translate customer and business priorities into opportunities, lead cross-functional teams and work with Product, Technology and CRM to deliver compelling offers and measurable value. The role is hybrid at Bracknell with 35 hours per week and requires in-office presence as needed.

Qualifications

• Experience in Retail Loyalty or CRM.
• 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.
• Experience with personalised food offers and targeting.
• Experience leading and developing teams.
• Experience delivering new capabilities into BAU.
• Experience managing systems and process change.
• Experience working with insight and analytics.
• Experience managing budgets and resources.
• Experience working with third-party partners.
• Experience improving operational processes.
• Knowledge of data protection and privacy.
• Experience working in a complex retail environment.

Responsibilities

• Lead the 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

Stakeholder influence

Technology collaboration

Change management

Job description

Waitrose, part of John Lewis Partnership, seeks an experienced Loyalty Senior Manager – Offers to shape the Personalised Offers plan and drive our Loyalty transformation.

You will translate customer and business priorities into opportunities, lead cross-functional teams and work with Product, Technology and CRM to deliver compelling offers and measurable value. The role is hybrid at Bracknell with 35 hours per week and requires in-office presence as needed.