At a glance:

• Salary range – The Partnership salary range for this role is £121,000 – £170,000
• Contract type – This position is a Permanent contract
• Working pattern – We know flexible working is important to you, and it is important to us too. The Partnership has adopted a blended 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 Customer team aims for around 3 days a week in the office to connect and on a more ad-hoc basis to attend key meetings but again, are flexible on this.
• Location – This role is based at our London Head Office campus in Pimlico. Please note, there is also a responsibility to visit our teams and Agencies when necessary.

About the role:

As a leader in our business your number one focus is to challenge and empower your teams and others to create more value for our customers and our business.

You will be responsible for leading the Customer Product function accountable for retaining and growing customers through our loyalty schemes and emerging personalised propositions (eg subscription services). You will apply market leading approaches to our app, web and physical customer interactions to ensure our digitally addressable customer base grows and engages more with us.

You will lead the functionality of product management and offer matrixed leadership to squads of business analysts, delivery leads, data analysts, designers and engineers, working together to deliver clear and measurable customer benefits and commercial outcomes.

JLP is a large, complex, matrixed organisation and you will be expected to work collaboratively with other teams as you develop back-end or full stack solutions to solve customer problems and generate value for our business. You will own and define the product and digital experience and work particularly closely with the Customer Loyalty teams who will lead the customer strategy, proposition, operational delivery and commercial engagement of our loyalty programmes.

Thought leadership is required to set our product strategy and how this manifests itself across different touch points and categories. Having the ability to manage a key test and learn programme, and understanding the flow metrics, capital utilisation rate and value return will be key. The role will develop product leaders of the future, championing design thinking and techniques whilst also being pragmatic and flexible on the best methods to achieve outcomes. Key in this role will be utilising the resource and insight available; you will ruthlessly prioritise, driving maximum returns on investment from a multi-million pound development budget.

Key responsibilities:

• Own and define the product and digital experience and work particularly closely with the Customer Loyalty teams who will lead the customer strategy, proposition, operational delivery and commercial engagement of our loyalty programmes.
• Determine, develop and communicate a clear Product vision, strategy and roadmap which delivers against the loyalty strategy, as defined by the brand loyalty teams and pan partnership loyalty teams
• Enable teams to innovate and prioritise the backlog and available capital to drive innovation or optimisation across physical and digital channels.
• Work across touchpoints to ensure all strategies aggregate to a coherent approach within the community and across the business.
• You will lead teams with deep knowledge and understanding of how our customers interact with our business through our platforms, and identify technological changes required.
• Balance deep expertise in digital development with the ability to take a holistic view, making impact driven decisions.
• Leverage insight, internal and external networks to keep abreast of key customer requirements, market conditions and trends, including technological advancements.
• Commission and effectively utilise analytics from customer interactions with our digital and physical offer, as well as market dynamics, to derive strategic insight and actionable improvement plans.

What will you be doing?

• Influence colleagues to ensure alignment of priorities across the community and to ensure all dependencies are captured. Work closely with and influence leaders to ensure that any work impacting touchpoints is in service of the strategic direction.
• Understand how the phasing of work in the wider business could impact self-originating ideas and existing backlog items.
• Develop effective networks to build a clear line of sight to short and long term external changes, market practice and emerging threats/opportunities.
• Manage the triangle of scope, budget and time, weighting priorities according to the needs and objectives identified through the strategic direction.
• Ensure that maximum commercial returns are achieved for self-originated and business-commissioned changes.
• Drive business digital metrics including frequency, conversion, traffic, average order value (AOV) and customer lifetime value.
• Support the Product Leads and Product Managers develop the skills and capability of Partners.
• Ensure sufficient deployable resources are available for Partnership priorities, as identified by Portfolio Planning.
• Responsible for the security of all digital and physical products and managing commercial risk by ensuring legal compliance. Adhere to evolving legislation, managing and communicating risks to the relevant stakeholders as required.

Essential skills you’ll need:

• Deep industry knowledge in Loyalty, Ecommerce, Omni Channel Retailers
• Senior functional expertise of user-centered design.
• Experience influencing at senior levels and developing strategy
• Track record of managing multiple stakeholders in a large organisation
• Leadership of a significant digital development team
• Experience managing complex transformation in a large organisation

Desirable skills you’ll have:

• Commercial contract negotiation
• Experience of leading large scale change programmes

Benefits of the Partnership and the role:

• • Hybrid Working.
• ️ – Full – time working holiday entitlement 25 days holiday, plus public and bank holidays (this is prorated for part time hours).
• • – Excellent work life balance, including focus on well being and flexible working and our marketing leading equal parenthood leave Policy
• • Defined Contribution pension scheme where your contributions will be matched by the Partnership (up to 8% of pay) and, after three years’ service, you’ll receive an additional Partnership contribution of 4% of pay, regardless of whether you pay in or not
• • You’ll get Partnership discount in store and online once you complete your Earning Membership period. That’s 25% off in John Lewis & Partners (12% off electrical products, some exclusions apply) and 20% in Waitrose & Partners (some exclusions apply) You’ll also be able to nominate someone you live with to share your discount.
• • Simple cycle to work support scheme
• • We’re really proud of our exclusive hotels based in some of Britain’s most beautiful areas and once you’ve been with us for three months, you’re welcome to explore them
• • Health Care cover (level applicable)
• • Car allowance
• – Learn more about our extensive range of exciting benefits that you could enjoy when you join us, visit – https://www.jlpjobs.com/about/benefits/

Next Steps:

• The application form consists of a CV upload followed by application questions. Please ensure you refresh the page each time you complete a task to ensure you complete everything that you need to in time. (If internal, check your Workday notifications and see further guidance on the PDW under “Internal application process”).
• Once you’ve submitted an application the next steps of the process, if successful, are likely to include a 2 stage interview (wk comm 28th October 2024).
• You’ll be asked about any adjustments you might need to support the recruitment process. Let us know, and we’ll be sure to discuss it with you.
• Thanks for your patience in the meantime and for showing an interest in joining JLP.
• We occasionally close vacancies early in the event we receive a high volume of applications. Therefore, we recommend you apply early.