Senior Loyalty Operations Manager

About the role

Loyalty is central to the John Lewis Partnership's strategy, and the Partnership is looking for a proactive, collaborative Senior Loyalty Operations Manager to run the end-to-end delivery of the current loyalty programme and develop future operational efficiency. The role is based at the London Pimlico head office, is hybrid (minimum 3 days a week in the office, Wednesdays and Thursdays core, with a flexible third day) and runs 35 hours per week on a fixed-term contract until January 2028.

Key responsibilities

• Own the operational aspects of certain areas and propositions within myJohn Lewis, alongside the Loyalty Performance & Operations Lead
• Maintain scheme compliance, covering legal, fraud, data compliance and data security
• Deliver core operational elements of the scheme and prepare the business for new capabilities and propositions with a broad implementation plan
• Support operational delivery of defined scheme benefits (new and existing) within the line of business
• Act as key contact for operational areas such as Retail, Customer Care, Internal Comms, Legal, DP, DI&A, Finance and product teams, and as the main Loyalty point of contact for Customer Care and Stores
• Manage store capacity requests, scheme terms and conditions, and the Store Engagement programme including training, briefings, store champions and resource needs
• Identify, create and run new operational processes and changes, and continuously improve them for efficiency
• Plan and manage the owned areas of the ops opex budget

Required profile

• Proven track record of delivering change and operational improvements
• Strong operational knowledge of loyalty and points schemes
• Confident in a high-pressure, accountable environment and able to solve complex problems in a large retail organisation
• Demonstrable understanding and deployment of retail operations

Desirable

• Change management and transformation experience
• Budget and resource management experience

What we offer

• Salary of £55,500 to £88,500 depending on skill and experience
• Hybrid working with a minimum of 3 days in the office
• Up to £200 towards tutored courses, partner discounts at John Lewis and Waitrose, clubs and societies, holiday and leave, pension and life assurance, and exclusive partnership hotels