Description
We are seeking a proactive, collaborative Senior Loyalty Operations Manager to manage the end-to-end operational delivery of the current loyalty programme and develop future operational efficiency.
The successful candidate will have ownership of the operational aspects of certain areas and propositions within myJohn Lewis, maintain scheme compliance, deliver core operational elements of the scheme, prepare the business for new capability and propositions, support operational delivery of defined scheme benefits, and be the key contact for operational areas.
The ideal candidate will have a proven track record of landing change and operational improvements, strong operational knowledge of loyalty schemes, and be able to work confidently in a high-pressure environment.
Key Responsibilities:
- Ownership of operational aspects of certain areas and propositions within myJohn Lewis
- Maintain scheme compliance, including legal, fraud, data compliance, and data security
- Deliver core operational elements of the scheme
- Prepare the business for new capability and propositions
- Support operational delivery of defined scheme benefits
- Be key contact for operational areas, including Retail, Customer Care, Internal Comms, Legal, DP, DI&A, Finance, product teams, and Programme manager
- Ensure all new operational processes or changes to existing ones have been identified, created, and implemented
- Deliver Store Engagement programme of work, including training, briefings, store champions, and store resource capacity requirements
- Manage store capacity requests for Loyalty, management of scheme terms and conditions
- Continuously look to improve operational processes to drive efficiency and effectiveness
- Plan and actively manage owned areas of the ops opex budget
Benefits:
- Salary: £55,500 - £88,500 per annum
- Contract type: Fixed term contract until January 2028
- Hours: 35 hours per week
- Location: London Central Office, with hybrid working arrangement (minimum of 3 days per week in the office)
Requirements:
- Proven track record of landing change and operational improvements
- Strong operational knowledge of loyalty schemes
- Confident working in a high-pressure environment
- Systems thinker with ability to tackle complex problem-solving
- Demonstrable understanding and deployment of retail operations