About the role
PLEASE NOTE: THE SENIOR SOCIAL PROGRAMME MANAGER IS INTERNALLY KNOWN AS INSIGHTS AND REVIEWS SENIOR MANAGER.
As the Senior Insights and Reviews Manager, you are accountable for the strategy, execution, communication, and analysis of John Lewis’s Ratings and Review programme across multiple platforms as well as social insights. You will act as a Senior Programme Manager providing strategic leadership and delivering an ambitious programme of content (Ratings & Reviews, UGC, Social Insights, and AI) development, strategy project management, project development, and engagement with key stakeholders. In this role, you will also work on optimizing our existing and testing new Retail Media opportunities for each supplier you manage as part of this role. You will ensure these offerings align with the John Lewis Strategy and define the future of those propositions.
You will lead a high-performing matrix team across Marketing, Online Trade, Customer Service, and Product to drive conversion and scale digital content creation while supporting, coaching, and developing direct reports.
At a glance
* Expected Salary - £53,000 - £70,000 (dependent on experience)
* Contract type - This position is a Secondment/Fixed Term contract until February 2026
* We know flexible working is important to you, and it is important to us too. The Partnership has adopted a hybrid working approach meaning you'll be able to work a mixture between the office and home based upon your personal needs while balancing the needs of the business. The Social Media team aims for around 1-2 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 Pimlico Head Office campus. Please note, any cost incurred as a result of travel to the office is the responsibility of the successful candidate. There is no travel allowance for this role. There is also a responsibility to visit our John Lewis branches / Suppliers / Trade Shows when necessary. You will be able to claim travel expenses for these journeys.
Key responsibilities
* You will lead a team that will focus on ratings and reviews, UGC, and Social Insights for the John Lewis brand. You will be proactive in finding optimization opportunities when it comes to creating an active response to social media reviews and create confidence in our brand response.
* You will be charged with the creation and delivery of the ratings and reviews strategy, positively influencing senior stakeholders' perceptions and decision-making to execute a best-in-class programme that increases review coverage, conversion, drives efficiencies, and fuels content creation.
* Instill a culture of high performance and customer-centric thinking across the immediate team and cross-functionally.
* Drive for continual improvement in team performance and encourage development of self and others, cultivating a collaborative and motivated team environment.
* Act in accordance with the Partnership’s purpose and democratic principles, constructively participating in co-ownership, and demonstrating to customers and each other that it is a better way of doing business. Share your knowledge, experiences, ideas, and opinion to improve the Partnership, speaking honestly and frequently.
* Invest in your personal and professional development to achieve your potential, by doing more, doing better, or doing different things. Continuously engage with and actively contribute to your Profession.
* Take responsibility for actively engaging with change.
* Create the conditions for all Partners to thrive, make their best contribution, and achieve their potential.
* Appreciate what different life experiences bring to the Partnership and the value this adds to unbiased and smarter decision-making.
* Set the tone, context, and outcomes for the team with the voice of the customer at the heart.
* Enable the conditions for Partner opinion to be heard and acted upon.
* You will manage business relationships across several suppliers, accountable for running RFPs, contract negotiations, completing supplier diligence, and Information Security protocols.
* You will manage Finance, including forecasting and writing business cases to pitch for budgets.
* You will also act as a project manager and directing, defining, and coordinating program issues are key functions in this role, including but not limited to establishing objectives, developing requirements, planning schedules, and estimating costs.
* You will lead a team and be required to be hands-on when needed, including but not limited to running social listening projects and updating governance reports.
Essential skills/experience you’ll need
* Social expert with demonstrable programme management experience across different forms of customer-generated content as well as strategy development and delivery.
* Preferable Project Manager experience or equivalent.
* Understanding and defining the scope of work, running discovery, execution, and project optimization.
* Preferable Data / Insights experience - e.g. managing relationships with Social Listening Providers. Confident in the platform's capabilities and setting up own research projects.
* Excellent understanding / awareness of regulations surrounding different forms of Customer Generated Content, including data sharing and rights management.
* Excellent understanding of Customer Advocacy.
* Excellent understanding of R&R platforms and skills required to deliver e-commerce projects.
* Strong commercial awareness with accurate forecasting and cost control.
* Good understanding of Multivariate testing options.
* Excellent knowledge of the use of user-generated content and how it can be optimized and fed through the marketing and social ecosystem.
* Senior level stakeholder management.
* Analytical thinking. Ability to analyze complex data sets and draw actionable insights.
Desirable skills/experience you may have
* Understanding AI capabilities and how those could be deployed when it comes to executing Ratings & Reviews programmes.
* Confident and comfortable when it comes to taking ownership of projects and trying new things.
* Understanding of the Retail Media Landscape and benefits for the brands.
* Managing the end-to-end project development, from pitching and researching, through development and implementation, through optimization and analysis.
About The Partnership
We’re the largest employee-owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We’re not just employees; we’re Partners, driven by our purpose to build a happier world. As we look to our future, there’s never been a more exciting time to join us.
We’re ruthlessly focused on being brilliant at retail. We continue to innovate, adapt, and diversify. Never Knowingly Undersold on price, quality, and service in John Lewis and passionately serving food-lovers in Waitrose.
As Partners, we all share the responsibility of ownership and its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect.
We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we’re free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective.
As Partners, we make all the difference. And, we all own it.
Important points to note:
It’s important to note that some of our roles are subject to pre-employment vetting. If required, you’ll find out more about vetting throughout the recruitment process, and we encourage you to complete any vetting documents quickly to avoid delays.
We also recommend that you apply as soon as possible as vacancies can close early if we see a high number of applicants.
We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing, or shorter hour contracts, where possible. Please discuss this further with the hiring manager during your interview.
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