Loyalty Operations Senior Manager
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Before you apply
Salary£56k – £89k
LocationLondon Central Office
Work modehybrid
Typecontract
SenioritySenior
Company size10,000+ people
PostedOct 28, 2026 · 1w ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Proven track record of landing change and operational improvements
Strong operational knowledge of Loyalty schemes, points schemes a benefit
Confident working in a high pressure, challenging environment with high accountability
A systems thinker who can tackle complex problem solving and understand impacts within a complex retail organisation
Demonstrable understanding and deployment of retail operations
ABOUT THE ROLE
Loyalty sits right at the heart of the John Lewis Partnership’s strategic future, and this is your opportunity to drive how millions of customers experience John Lewis and Waitrose every single day. We are seeking a proactive, collaborative Senior Loyalty Operations Manager to manage the end-to-end operational delivery of the current programme and develop future operational efficiency.
Loyalty is a key part of the business strategy and you will be part of a team ensuring the smooth operational delivery of all new capability and propositions and ongoing operational running of existing benefits of the scheme, whilst ensuring our stores, contact centres, and back-end processes are fully equipped for ongoing transformation. If you bring a proven track record of navigating fast-paced operational change, driving store-level engagement, and managing complex stakeholder networks to get things done, we want to hear from you.
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Salary: £55,500.00 - £88,500.00 per annum dependant on skill and experience
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Contract type: This is a fixed term contract opportunity until January 2028
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Hours and location of the role:
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35 hours per week
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Your home location will be our London, Pimlico Head Office
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This is a hybrid working role. The expectation is a minimum of 3 days per week in the office as team collaboration is critical in this role - core days are Wednesday and Thursday with the third day flexible dependant on projects and team meetings
Key responsibilities:
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Ownership of the operational aspects of certain areas and propositions within myJohn Lewis
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Alongside the Loyalty Performance & Operations Lead, maintaining scheme compliance is a core part of delivery and ongoing management - areas included are legal, fraud, data compliance, data security etc.
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Delivery of core operational elements of the scheme.
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Prepare the business to receive any new capability and propositions, ensuring there is a broad implementation plan and all impacted areas are ready to operate
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Support operational delivery of defined scheme benefits (new and existing) within LoB
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Be key contact for operational areas, including but not limited to Retail, Customer Care, Internal Comms, Legal, DP, DI&A, Finance, product teams, Programme manager
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Ensure all new operational processes or changes to existing ones have been identified, created and in place for any launch and then operate in BAU
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Deliver Store Engagement programme of work, including any training, briefings, store champions and store resource capacity requirements
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Be the key Loyalty point of contact for Customer Care and Stores, nurturing close working relationships
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Managing any store capacity requests for Loyalty, management of scheme terms and conditions
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Continuously look to improve operational processes to drive efficiency and effectiveness
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Plan and actively manage your owned areas of the ops opex budget
Essential skills and/or experience you’ll need:
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Proven track record of landing change and operational improvements
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Strong operational knowledge of Loyalty schemes, points schemes a benefit
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Confident working in a high pressure, challenging environment with high accountability
•
A systems thinker who can tackle complex problem solving and understand impacts within a complex retail organisation
•
Demonstrable understanding and deployment of retail operations