Description
We are looking for an experienced Loyalty Senior Manager to join our team at Waitrose. Loyalty is a central component of the Waitrose Customer strategy and a top priority across the Partnership.
As Loyalty Senior Manager – Offers, you will play a leading role in shaping the future of our offers proposition and delivering our Loyalty transformation. You will translate customer and business priorities into an ambitious Personalised Offers plan, identifying new opportunities to create customer value and commercial impact.
Key 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.
Essential Skills/Experience:
- Strong experience in Retail Loyalty or CRM
- Extensive 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
Desirable Skills/Experience:
- Experience of 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
Contract Details:
- Expected salary: up to £75,000 depending on experience
- Contract type: Secondment/Fixed Term contract for 12 months
- Working pattern: Hybrid working approach, with 2 fixed days in the office per week
- Location: Bracknell Head Office