Delivery & Operations Manager Customer

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Our Purpose
Working in Partnership for a happier world - our shared Purpose that guides us in everything we do and inspires 3 important principles; happier people, happier business, happier world. The John Lewis Partnership is a truly unique business, one that seeks to make a positive difference to the lives of everyone.

At a glance

• 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.
• 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.
• 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. One of the key areas within our business is how we "talk" to our customers in our marketing channels and how we maintain their loyalty to shop with the JL Partnership. 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.

The Partnership continues to make significant investment in improving our customer & loyalty technical architecture to enhance our propositions and attract and retain more customers. You will lead and define this technical delivery plan as well as running the existing technology that supports our customers' experience in this area.

We have a strong in-house engineering, product and delivery lead capability which you will be a key leader within. You will have a supportive environment to grow your skills and capabilities within and you will be part of delivering the John Lewis Partnership purpose of creating a "Happier World".

What's the role about?

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.

You will assure, execute and maintain digital and legacy services across the whole of the Waitrose, John Lewis Customer and Loyalty ecosystem. Managing significant budgets, this role will maintain a strategic view of technical services, projects and outcomes whilst working and managing dependencies within and across domains. You will also focus on developing and maintaining stakeholder relationships whilst demonstrating effective influencing skills.

You will lead and inspire teams who are accountable for the end-to-end delivery of Customer and Loyalty propositions. This includes a number of digital teams who will work directly for you, but also a large team of Salesforce experts who maintain & develop our CRM capabilities. This role will be accountable for working hand in hand with the Product teams that define our Loyalty & CRM direction, to ensure that we deliver the technology that delivers our new customer capabilities.

What will you be doing?

• You will work within the Technology & Transformation team and report into the Head of Change Delivery and Operations, who in turn reports to the CIO of the John Lewis Partnership.
• 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 by utilising your team of strong technical experts.
• Set the delivery and Agile methodologies strategy across Customer and Loyalty areas and help to lead the Delivery Lead Profession.
• Set the strategy for the delivery of this plan through liaison with a cross section of stakeholders (up to and including Exec level) and inspire the team to deliver against this.
• Maintain tight control of finances, with accountability for a multi-million pound budget. Understand where you can deliver cost savings and where knowledge of the engineering services must be maintained by Partners (internal employees).
• Manage prioritisation of the teams activities to achieve the most appropriate balance of Operability (e.g. Availability, Resilience, Scalability, Performance, Security), Delivery Velocity, and Cost, and ensure delivery against the Partnership outcomes.
• Lead, coach, develop and recruit a strong, capable and empowered team of Delivery leads and work with the Technical profession to ensure we have the correct Engineering capability embedded into your team.
• Put in place the structure that maintains the correct levels of control.
• Understand where you need to put in place different setups to manage more complex deliveries that can't be controlled simply by agile teams.
• Invest in your personal and professional development, leveraging insight and internal and external networks to keep abreast of technological advancements (e.g. 'Cloud'), and improvements in ways of working (e.g. 'DevOps', Agile) and feed these into strategic thinking, as well as externally promoting the Partnership as a forward-thinking great place to work.

What you'll have

• Strong knowledge of the Customer, Marketing and / or Loyalty business domains and a good understanding of retail industry or similar industry.
• Strong understanding of both DevOps and Agile ways of working e.g. Scrum, Kanban.
• Strong understanding of Cloud technologies and microservices architecture, CI and CD.
• An understanding of loyalty mechanics and how you 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.
• Experience building and developing high performing, cross functional, digital teams.
• Proven experience & deep understanding of IT Delivery in a lean and agile environment.
• Ability to work with and manage third party vendors in a DevOps Culture.
• Have a very strong understanding of commercial IT, digital and modern retail and marketing system trends.
• Extensive experience in Senior Stakeholder management.
• 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.
• Experience in Programme or Portfolio management with a record of successes.

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.
• Once you've submitted an application the next steps of the process, if successful, will include up to 2 levels of interviews.
• 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.
• 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, including focus on well-being and flexible working and our market leading Equal Parenthood Leave Policy.
• Full-time working holiday entitlement 25 days holiday, plus public and bank holidays.
• The Partnership has a Defined Contribution pension scheme where your contributions, up to an agreed level, will be matched by the Partnership. In addition, after a qualifying period of service you may receive an additional Partnership contribution.
• You'll get Partnership discount in store and online once you complete Probation. That's 25% off in John Lewis & Partners (12% off electrical products) and 20% in Waitrose & Partners. 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.
• Learn more about our Benefits structure, visit - https://www.jlpjobs.com/about/benefits/.

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Duties and Responsibilities

Interviews potentially commence from w/c 6th January 2025.

At the John Lewis Partnership, we embrace our differences. We want you to be you. Because, well, we know you're at your best when you're free to be yourself. Being a truly inclusive employer to us means creating an environment which celebrates your contribution, regardless of age, gender, race, ethnicity, disability, sexual orientation, social background, religion or belief. It's why we've set our own aim to become the UK's most inclusive business - for our Partners (employees) and our customers. We firmly believe that our future success lies in diversity of thought from all Partners and it's integral in our mission to build a happier world. We welcome applications from everyone interested in working for us. And, once you're a Partner, your differences will make all the difference. Find out more about D&I in the Partnership here - https://www.jlpjobs.com/about/diversityandinclusion/.