Senior Social Programme Manager

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