Offer Operations Senior Executive

Job description

About the role

Loyalty is a key part of the business strategy across JLP and is a priority for the Partnership. You’ll be part of a team shaping, delivering the managing the Loyalty transformation, leading the Loyalty Offers plan and operation for myWaitrose.
You will be part of a team ensuring the smooth operational delivery of offers and the communication of those offers to customers. You will ensure delivery of the defined in year plan for offers. You will work closely with the Offers Operations Senior Manager, WTR Loyalty and PP loyalty product/ platform teams to support delivery and champion improvements around offers.
You will design and lead the delivery of new offers to our customers.

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Expected salary  - £40,000-£50,000 (dependent on experience)

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Contract type - This position is a Secondment/Fixed Term contract until June 2026

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Working pattern/flexible working - The Partnership has adopted a hybrid 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 aims for around 2 days a week in the office to connect and on a more ad-hoc basis to attend key meetings. 

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Location - This role is based at our Bracknell Head Office.

Key responsibilities 

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Understand and implement within your role any new offer capability and processes and support other team members and the wider business with implementation 

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Alongside the Offer Operations Senior Manager, ensure Loyalty transformation plan for offers transitions successfully into BAU 

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Operationally run new loyalty offers within LoB, acting as point of escalation for other members of the team 

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Be the key contact for operational areas, including but not limited to Retail, Customer Care, Legal, DP, DI&A, Finance, product teams, Programme manager around offers 

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Share experience and knowledge with wider teams to ensure best offer pool, with the best targeting and allocation to improve redemption and participation 

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Champion offer improvements and manage a prioritised backlog of improvements (process and product) 

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Deliver the in year plan for offers, within a given budget, allowing for longer term offer strategy and new capability being delivered. 

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Deliver end to end process for new offers. This includes supporting defining the offer pool, defining customer targeting and allocation criteria, working within an allocated budget and understanding success of those offers. 

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Support management of live new offer issues, ensuring they are resolved in a timely manner 

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Support management of new offer terms and conditions, aligning with overall scheme terms and conditions 

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Where required, support fulfilment of loyalty offers

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Using data, measure success of new offer campaigns and provide future recommendations

Essential skills/experience you’ll need 

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Confident in working with data sets

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Worked in a loyalty or CRM environment, ideally within a Retail environment

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Operational delivery and transformation skills 

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Experience of working collaboratively 

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Confident working in a high pressure, challenging environment with high accountability 

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Influencing and persuasion skills 

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Experience working closely with technology to deliver great results is essential.

Desirable skills/experience you may have 

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Experience of working with SQL

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Experience of working on loyalty offers/ operations 

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Experience of managing a budget 

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Worked in a matrix team 

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Experience in assessing marketing processes and finding ways to improve efficiency or quality of work.

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 also recommend that you apply as soon as possible as vacancies can close early if we see a high number of applicants.   

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.  

 

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