Senior Social Programme Manager

Posting End Date:

January 20, 2025

Join John Lewis or Waitrose today

If you've ever stepped through the doors of a John Lewis or Waitrose shop, shopped online, or seen any of our adverts, you'll know there's something unique about us.

That unique proposition is our Partners. As co-owners they have a say in our business and receive a share of the profits, so they put time and effort into making it work. Our Partners are the reason we're the success we are. They're our secret sauce; the opportunity for us to differentiate.

Job Summary:

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 be acting 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 be also working on optimising our existing and testing new Retail Media opportunities for each supplier you manage as a part of this role. You will be ensure these offerings align with the John Lewis Strategy and define the future of those propositions.

You will lead a highly performing matrix team across Marketing, Online Trade, Customer Service and Product to drive conversion and scale digital content creation as well as supporting, coaching and developing direct reports.

Job Description:

At a glance

• FYI THE “SENIOR SOCIAL PROGRAMME MANAGER” IS INTERNALLY KNOWN AS “INSIGHTS AND REVIEWS SENIOR MANAGER”

• Expected Salary - £53,000 - £70,000 (dependant 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 whilst balancing the needs of the business. The Social Media team aim 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 optimisation 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 

• You will manage business relationships across several suppliers, you will be accountable for running RFPs, contract negotiations, completing supplier diligence and Information Security protocols. 

• You will manage Finance, including forecasting, writing business cases to pitch for budgets

• You will be also acting 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 are also common tasks.

• You will lead a team and be required to be hands-on when needed, including but not limited to running social listening projects, 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 scope of work, running discovery, execution and project optimisation

• 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 project 

• Strong commercial awareness with accurate forecasting and cost control. 

• Good understanding of Multivariate testing options 

• Excellent knowledge of the use of user generated content how it can be optimised and fed through the marketing and social ecosystem 

• Senior level stakeholder management 

• Analytical thinking. Ability to analyse 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 for projects and trying on new things.

• Understanding of Retail Media Landscape and benefits for the brands 

• Managing the e2e project development, from pitching and researching, through development and implementation, through optimization and analysis

For internal use only:

#LI-HEADOFFICE

#LI-RZ1

#LI-HYBRID

#LI-REMOTE

Pay:

£53,000.00 - £85,000.00 Annual

Scheduled Weekly hours:

35

Worker Type:

Temporary Partner (Fixed Term)

Job Level:

Partnership Level 6

Hours of Work:

35

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.

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 it is possible to do so. Please discuss this further with the hiring manager during your interview.

- Apply