Proposition Manager London, England
Job description
At a glance:
Title: PROPOSITION MANAGER - CUSTOMER EXPERIENCE
Salary range: The budgeted salary range for this role is set at £53,000 - £62,000
Contract type: This position is a fixed term contract/secondment until April 2024
Working pattern / flexible working - 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. This role is based at Victoria 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.
About the role:
John Lewis & Partners are renowned for creating retail experiences which customers love. Building on this, we know that the key to our future success will be bringing to market inspirational and innovative new services and experiences to our customers.
To support this ambition, we are recruiting a Proposition Manager, to drive customer noticeable change for John Lewis. Achieved by creating lasting differentiation through identifying what matters most to our target customers to drive sustainable growth.
What will you be doing? / Key responsibilities:
Day-to-day, you will:
Own a customer journey stage, or category to create compelling propositions.
Own the strategy and vision, aligned to the wider Customer Experience Strategy and gain buy in and alignment.
Project-manage proposition development activity to shape and deliver a plan, build out objectives and measures of success whilst closely aligning with strategic ambition and outcomes.
Develop a deep understanding of the needs of your customers and their commercial drivers.
Develop positioning, messaging and a customer experience that differentiates your proposition in the market and segment.
Act as a Customer Experience Consultant within the Customer directorate and wider business ensure that strategic propositions created provide seamless and enjoyable experiences for customers, achieved through mapping ‘as is’ and ‘to be’ experiences.
Essential skills you’ll need:
Proven experience in creating and bringing propositions to market.
Experience in customer experience best practice and methodologies to map ‘as is’ and ‘to be’ customer experiences. Highly collaborative, working cross functionally to drive customer noticeable change.
Numerate and analytical, with a deep understanding of the commercial levers of proposition design and management.
Excellent and meticulous attention to detail, task management, and organisational skills.
Excellent senior stakeholder and relationship management experience able to influence at all levels.
Strong communication skills with the ability to succinctly articulate complex topics in a compelling way.
Solid hands-on experience of the value proposition design, research and development life cycle.
An inquisitive mind, able to identify and ask the key questions to improve the John Lewis Customer Experience.
Desirable skills you’ll have:
Project Management Experience.
Experience in the retail sector.
A related degree.
Experience working in agile and cross-matrixed organisations.
Experience of research, design and development for digital and offline touch points.
Experience with leadership to build roadmaps and business cases that drive growth.
Benefits of the Partnership and the role:
You will enjoy 25% discount at John Lewis and 20% in Waitrose
The Partnership has a competitive pension scheme where your contributions will be matched by the Partnership (up to 8% of pay)
Excellent work life balance, including focus on well being and flexible working and our marketing leading equal parenthood leave Policy
Health Care cover
Find out more about the extensive range of exciting benefits that you could enjoy when you join us on our website under About the Partnership; 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 1 stage virtual interview (circa w/c 5th June 2023).
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
You can view a copy of the full job outline here (internal only)
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