Reward Operations Manager

We have an exciting opportunity here in the Direct to Customer Communications Team for a Coupon and Multi Steps Rewards Operations Manager to join a successful team!

This role is responsible for working with a cross functional team serving a specific customer group and outcome for that group. This role will be responsible for translating the cross functional teams briefs into Coupon and Multi-step reward campaigns that are engaging, relevant and help our customers as well working right first time.

You will be responsible for:

• Ownership and lead of Tesco issued coupons and multi-step reward processes and execution across channels, including Email, Direct Mail and Mobile planning across Campaigns, GHS, CRM including Clubcard statement and Tesco Group.

• Ownership and lead of supplier issued coupons, managing 3rd party relationships and processes to ensure full end to end acceptance is simple, business and customer focused.

• Ownership of the relevant parts of technology roadmaps.

• Working with our personalisation team to facilitate the orchestration of relevant, high performing customer journeys.

• Lead on continuous improvement of execution and reconciliation processes for setting up coupons and multi-step offers with our technology team.

• Lead Support on innovation and unlocking reward capacities to enable us to further innovative with personalisation. This includes working with 3rd parties and Tesco technology to explore new opportunities to surface the best coupon or multi-step reward at the most relevant time for a customer.

• Ensuring the Coupon & Multi-Step Rewards Executives and Tesco offshore Coupon Team manage critical paths and campaigns effectively and that execution is first class from brief, through to set up and QA.

• Working collaboratively with stakeholders across the business to create, build and deploy coupon & multi-step reward campaigns as required.

• Using offers expertise to offer insight and direction to comms planning and other stakeholders

• Being accountable for performance and effectiveness, including reporting and attribution.

• Ownership of finance and audit processes to ensure finance team are fully supported in reconciliation and payment.

• Lead on supporting store operations to ensure our colleague and customers are fully aware of coupon policy and procedures.

• Supporting on fraud reduction

• Line management of team members

You will need:

Planning and project management (essential)
Experience of understanding and translating complex briefs (essential)
Experience and ability to liaise with and influence multiple partners and stakeholders of all levels (essential)
Operations development and deployment experience across online/offline channels

Ability to lead detailed processes and systems (essential)
Experience with high level problem solving (essential)
Previous customer management experience.
Previous campaign management and digital marketing awareness experience.
Line management experience

What's in it for you:

We’re all about the little helps. That’s why we make sure our Tesco colleague benefits package takes care of you – both in and out of work. Click Here to find out more!

Annual bonus scheme of up to 20% of base salary
Holiday starting at 25 days plus a personal day (plus Bank holidays)
Private medical insurance
26 weeks maternity and adoption leave (after 1 years’ service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 6 weeks fully paid paternity leave
Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing

About us:

Our vision at Tesco is to become every customer's favourite way to shop, whether they are at home or out on the move. Our core purpose is 'Serving our customers, communities and planet a little better every day'. Serving means more than a transactional relationship with our customers. It means acting as a responsible and sustainable business for all stakeholders, for the communities we are part of and for the planet.

We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We're a big business with diverse working patterns and many business areas which means that we can find something that works for you. Everyone is welcome at Tesco.

We have recently announced that we will be moving towards a more blended working week – combining office and remote working. Our offices will continue to be where we connect, collaborate and innovate. Please talk to us to about how this can work for you.

NOTE: Should you be successful in your application, your offer will be subject to and conditional upon you providing your bank account details on your agreed start date.

We're proud to have been accredited Disability Confident Leader and we're committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please visit https://www.tesco-careers.com/accessibility