Loyalty Strategy & Proposition Lead

Job description

Job Type

Comms & Marketing

Location

London - Pimlico

Additional Locations

Bracknell Campus

Partnership Level

5

Closing Date

17/11/2024

Vacancy Type

Permanent

Salary

£70,900.00 - £108,300.00 Annual

Salary Frequency

Annual

Hours of Work

35

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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 it is possible to do so. Please discuss this further with the hiring manager during your interview.

Our Purpose

Working in Partnership for a happier world – our shared Purpose that guides us in everything we do and inspires 3 important principles; happier people, happier business, happier world. The John Lewis Partnership is a truly unique business, one that seeks to make a positive difference to the lives of everyone.

At a glance:

· 
Salary range - Expected salary up to £100,000

· 
Contract type - There are 3 Permanent positions across John Lewis/ Waitrose/ Pan Partnership

· 
Working pattern/flexible working - We know flexible working is important to you, and it is important to us too. The Partnership has adopted a blended working approach meaning you'll be able to work a mixture between the office and home based upon your personal needs whilst balancing the needs of the business. The loyalty team aim for around 2 days a week in the office to connect and on a more ad-hoc basis to attend key meetings but again, are flexible on this

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Location - This role is based at our Bracknell (Waitrose) or London Head Office (John Lewis & Pan Partnership) campus. Please note, any cost incurred as a result of travel to the office is the responsibility of the successful candidate. There is no travel allowance for this role

About the role:

Loyalty is a key part of the business strategy across JLP and is a priority for the Partnership, and as such, we are recruiting for senior positions within the John Lewis, Waitrose and Pan-Partnership Loyalty teams to drive our Loyalty transformation.  These roles will lead the strategy and proposition portfolio for loyalty including the transformation agenda, proposition team and outcomes. This is a competitive imperative for the brand and we require well established, high performing loyalty strategists and leaders to deliver the programme of innovation and change.

Key responsibilities:

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Working alongside the Heads of Loyalty for John Lewis, Waitrose and Pan-Partnership, you’ll lead the transformation of MyJohnLewis and MyWaitrose into market-leading loyalty schemes, aligned with Pan Partnership transformation plans and capability development

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Use extensive expertise in Loyalty and transformation to ensure that objectives are delivered at pace

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Provide Loyalty thought leadership across the business as part of a community of Loyalty experts

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Lead on Loyalty OKRs. Develop robust metrics to track the performance and areas of opportunity across brand, customer and commercial objectives. Using and having a strong understanding of data analytics to provide insight into the potential opportunities

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Management of proposition portfolio of work, RACI, resourcing and funding. Understand the wider impacts of the work loyalty are shaping- op model, budget, timelines, impacts into wider teams etc. and manages the conversations on these into the business

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Build and develop a high performing Loyalty propositions team, utilising your deep technical skills and experience in customer strategy and proposition. Leading and coaching the team of Prop Managers, providing SME guidance and overall responsibility for quality of output and plans being well structured, clearly communicated and running to time

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Work closely with Loyalty teams across the Partnership (WTR, JL, FS, PPL) to deliver an aligned, pan-Partnership Loyalty plan unlocking value within and between the LOB (Lines of Business)

· 
Work closely with Technology teams on digital-first propositions and experiences, defining and co-owning roadmaps for delivery

What will you be doing?

You will lead on the strategy and capability development roadmap for Loyalty and so we are looking for a strategy and proposition heavyweight who is highly experienced and confident in this area including expert level technical skills and deep SME knowledge of Loyalty.

You’ll be strong across both strategy and proposition with the ability to shape multi-year strategies, making phasing decisions and with the confidence to set direction and tackle complex problems. You’ll be equally strong at creating strategies and delivering them- pragmatic and able to get stuff done. You’ll be comfortable managing a portfolio of work, including managing a team of Proposition Managers and ensuring pace and delivery.

You will have a record of leading multidisciplinary teams in the creation of customer-centric, omnichannel propositions and loyalty capability with proven experience of working with complex, cross-cutting capability development. Highly commercial, you’ll be confident in business case development for the scheme and propositions as well as understanding and navigating the wider impacts (operational, structural, financials etc).

Essential skills you’ll need:

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Extensive experience working with retail loyalty schemes

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Expert level technical skills in customer strategy and proposition

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Extensive experience in business case development and leading input for business plan processes. High level of skills and confidence in cost and benefit development and tracking

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Strong skills and experience building multi year transformation programmes and strategies spanning a 5/3/1 year time horizon

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A loyalty thought leader with significant and recent experience of loyalty scheme transformation and strategies

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Demonstrable experience of influencing cross functional stakeholders up to board level

Desirable skills you’ll have:

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Strong experience working within a large scale transformation programme structure

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Experience in change management and transformation

Additional Information:

Please note: The 2 documents attached to the bottom of the job advert on jlpjobs.com show the different positions across JL / WTR and Pan Partnership. Please review both to understand and decide which role would be suitable for you.
There will be an application question to understand your preference.

Benefits of the Partnership and the role:

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- Hybrid Working

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️ - Full - time working holiday entitlement 25 days holiday, plus public and bank holidays

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⚖ - Excellent work life balance, including focus on well being and flexible working and our marketing leading equal parenthood leave Policy

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- Defined Contribution pension scheme where your contributions will be matched by the Partnership (up to 8% of pay) and, after three years’ service, you’ll receive an additional Partnership contribution of 4% of pay, regardless of whether you pay in or not

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- You’ll get Partnership discount in store and online once you complete Probation. That’s 25% off in John Lewis & Partners (12% off electrical products) and 20% in Waitrose & Partners. You’ll also be able to nominate someone you live with to share your discount

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-  Simple cycle to work support scheme

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- We’re really proud of our exclusive hotels based in some of Britain’s most beautiful areas and once you’ve been with us for three months, you’re welcome to explore them

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- Health Care cover 

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- Car allowance 

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-  Learn more about our extensive range of exciting benefits that you could enjoy when you join us, visit - https://www.jlpjobs.com/about/benefits/  

Next Steps:

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The application form consists of a CV upload followed by application questions. Please ensure you refresh the page each time you complete a task to ensure you complete everything that you need to in time. (If internal, check your Workday notifications and see further guidance on the PDW under "Internal application process")

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Once you've submitted an application the next steps of the process, if successful, are likely to include a 2 stage interview

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You'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you

· 
Thanks for your patience in the meantime and for showing an interest in joining JLP

· 
We occasionally close vacancies early in the event we receive a high volume of applications. Therefore, we recommend you apply early ​

Internal Partners can view a copy of the full job outlines here:

Job Outline Pan Partnership Loyalty Strategy Lead
Job Outline Strategy & Proposition Lead WTR_JL.pdf

For internal use only: 

 

At the John Lewis Partnership, we embrace our differences. We want you to be you. Because, well, we know you're at your best when you're free to be yourself. Being a truly inclusive employer to us means creating an environment which celebrates your contribution, regardless of age, gender, race, ethnicity, disability, sexual orientation, social background, religion or belief. It's why we've set our own aim to become the UK’s most inclusive business - for our Partners (employees) and our customers. We firmly believe that our future success lies in diversity of thought from all Partners and it's integral in our mission to build a happier world. We welcome applications from everyone interested in working for us. And, once you're a Partner, your differences will make all the difference. Find out more about D&I in the Partnership here - https://www.jlpjobs.com/about/diversityandinclusion/