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* Hybrid Working: This is a hybrid working role, therefore your time will primarily be split between working from home (in the UK) and London Head Office with occasional visits to Bracknell.
* There is no fixed rule, but to do the job effectively, lead the team and attend important meetings in person, it is anticipated that you will be in the office approximately 2 days per week. There will also be a need to visit other locations occasionally, as required.
* Contract type: Permanent
About the role
Our John Lewis & Waitrose business continues to grow and deliver outstanding customer service to our millions of customers with a turnover of over £11 Billion. We are looking for a leader that can take on the challenge of running our central Customer, Loyalty and CRM technical delivery and operations teams to delight our customers.
You will lead and define the technical delivery plan as well as running the existing technology that supports our customers' experience in this area.
As a Delivery & Operations Manager for Customer and Loyalty teams, you will be instrumental in guiding teams to take products from their conception through to implementation, utilising your passion for delivery and an excellent understanding of how to define and deliver solutions interactively and collaboratively in order to achieve business outcomes and value.
What will you be doing?
* You will work within the Technology & Transformation team and report into the Head of Change Delivery and Operations.
* Work with the Engineering, Architecture and Product / Proposition teams to create a roadmap on customer change underpinned by a route to the technical delivery of this plan.
* Run, maintain and develop the systems that deliver the John Lewis and Waitrose Loyalty, CRM & Retail Media systems 24/7/365.
* Set the delivery and Agile methodologies strategy across Customer and Loyalty areas.
* Maintain tight control of finances, with accountability for a multi-million pound budget.
* Manage prioritisation of the teams activities to achieve the most appropriate balance of Operability, Delivery Velocity, and Cost.
* Lead, coach, develop and recruit a strong, capable and empowered team.
* Invest in your personal and professional development.
What you'll have
* Strong knowledge of the Customer, Marketing and / or Loyalty business domains.
* Strong understanding of both DevOps and Agile ways of working.
* Strong understanding of Cloud technologies and microservices architecture.
* An understanding of loyalty mechanics and how to manage CRM campaigns ideally in a Salesforce ecosystem.
* Extensive experience at managing multi-million pound delivery budgets.
* Experience at managing multiple mixed skilled, digital teams onshore and nearshore.
* Proven experience & deep understanding of IT Delivery in a lean and agile environment.
* Excellent verbal and written communication.
What else could you bring?
* Experience leading agile transformation in a medium to large organisation.
* A background in software engineering and literacy in modern software development.
* Certifications - CSM / Lean.
Additional Information
The application form consists of a CV upload, followed by application questions. Please visit - https://www.jlpjobs.com/how-to-apply/journey/ to understand more about application and hiring process.
Internal applicants please copy paste this link on to the browser for job outline - https://bit.ly/DOMCustLoyalty.
We occasionally close vacancies early in the event that we receive a high volume of applications, therefore we recommend you apply as soon as possible.
Benefits:
* Hybrid Working.
* Excellent work life balance.
* Full-time working holiday entitlement 25 days holiday, plus public and bank holidays.
* The Partnership has a Defined Contribution pension scheme.
* Partnership discount in store and online.
About The Partnership
We're the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. As Partners, we all share the responsibility of ownership and in its rewards.
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.
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