Delivery & Operations Manager Customer

• 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 and occasional visits to Bracknell.

• It is anticipated that you will be in the office approximately 2 days per week.

• Expected Salary - £68,500.00 - £105,000.
• Contract type - Permanent.

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.

What's the role about?

As a Delivery & Operations Manager for Customer and Loyalty teams, you will guide 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.

You will assure, execute and maintain digital and legacy services across the Waitrose, John Lewis Customer and Loyalty ecosystem. This role will maintain a strategic view of technical services, projects and outcomes whilst managing dependencies within and across domains.

You will lead and inspire teams accountable for the end-to-end delivery of Customer and Loyalty propositions, including a number of digital teams and Salesforce experts.

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 teams to create a roadmap on customer change.
• Run, maintain and develop the systems that deliver the John Lewis and Waitrose Loyalty, CRM & Retail Media systems.
• 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

You will have:

• Strong knowledge of the Customer, Marketing and/or Loyalty business domains.
• Strong understanding of both DevOps and Agile methodologies.
• Strong understanding of Cloud technologies and microservices architecture.
• An understanding of loyalty mechanics and managing CRM campaigns ideally in a Salesforce ecosystem.
• Extensive experience managing multi-million pound delivery budgets.
• Experience managing multiple mixed skilled, digital teams onshore and nearshore.
• Experience building and developing high performing, cross functional, digital teams.
• Proven experience in IT Delivery in a lean and agile environment.
• Ability to work with and manage third party vendors in a DevOps Culture.
• Excellent verbal and written communication.

What else could you bring?

You could bring:

• Experience leading agile transformation in a medium to large organisation.
• A background in software engineering.
• Certifications - CSM / Lean.
• Experience in Programme or Portfolio management.

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 the application and hiring process.

Benefits:

- Hybrid Working.
- Excellent work life balance, including focus on well being and flexible working.
- Full-time holiday entitlement of 25 days, plus public and bank holidays.
- Defined Contribution pension scheme.
- Partnership discount in store and online after probation.
- Simple cycle to work support scheme.
- Access to exclusive hotels after three months of service.