About the role
The critical purpose of the Operations Lead role is to set the vision and define operational performance for all Creative and Content output and supporting third party agencies. Responsible for defining, developing and executing a comprehensive operational model that intertwines our agency portfolio and aligns with the Partnership’s goals. Oversees Operational performance both within the Partnership and across our agency portfolio. Using insight and clear KPIs, accountable for the clear measurement of performance (internal efficiency, speed, on brand alignment, creative excellence and customer performance) across all output. Strives to be at the leading edge of Content and Creative technology in e2e workflow, production automation and AI initiation. Lead resource and P&L for Content and Creative team, guaranteeing delivery of work on time and on budget. Prioritise creating and leading a model that generates high-value content that engages our audience and establishes Waitrose as an authority in the field. Leads POS Operations team, bringing best in class POS workflow and technology expertise. Utilising internal and external talent to improve our end to end POS workflow, creating a tech first solution that simplifies our present processes. Leverage analytics tools and e2e workflow software to measure the effectiveness of internal and agency content models. Utilise data effectively to make informed decisions that will shape the future success of the model. Aim for generating less content, that is more effective and can be used across multiple channels easily. Foster a collaborative environment where ideas can flow freely, and everyone is aligned towards a common goal. Effective communication and teamwork are essential components in executing a successful operational model.At a glance:
Salary: £68,800 - £122,000 per annum
Contract type: This is a permanent opportunity
Hours and location of the role:
35 hours per week
Your home location will be our Bracknell Head Office
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 team attend the office 1 - 2 days per week to connect and attend key meetings on an ad-hoc basis
Key responsibilities:
Operational efficiency:
Look to maximise resource to produce a high volume of on-brand content in the quickest, most effective way possible
Strive to be market leading in utilising AI and Automation technology to create a technology first model in Production fulfilment
Measure, and constantly refine model utilising performance metrics
Improve end to end processes, documenting and supporting improvement of present standards
Perfect briefing process across all entry points, utilising smaller technology platforms and industry best practice to create best in class briefs
Encourage re-use of content across wide agency estate and multiple Partnership teams. Measure effectiveness of content and report against it
Regular reporting of performance metrics that can be shared with wider business. Strive for tech first dashboard for immediate review. Must include but not be exclusive to:
Staff utilisation, job versions, volume of assets, delivery time, cost of job, measurement against SLA and KPI, asset re-use
Management and control of all resource requirements, including hires, movements, salary, freelancers
Market leading model:
Working with other LT, CLT and wider business leaders help create best in class hybrid solution connecting all agency partners
Considering internal and external solutions to design and define a best in class model that can pivot to utilise the right solution for the task in hand
Create seamless integration between all internal and external teams, centralising the oversight and measurement into one technology platform
Be aware and engaged on market leading trends and models that provide foundation for learning on future model state
Define and create e2e Project Management team, that provides hands on control of all requirements
Define and establish KPIS and SLAS that allow for expectation management, and effective performance tracking of all work
Create seamless interaction to planning team, creating digital first interface to track and measure project lifecycle
Financial:
Oversee the financial management of resource and P&L, working with agencies and Finance to create effective reporting and control
Oversee the management of P&L’s that reduce cost base and improve media revenue to improve profitability
Look to adopt technology solutions to reduce cost base and increase production efficiency
Collaboration and Stakeholder Management:
Collaborate with cross-functional teams (Customer, Commercial, Experience) to align model and performance with goal for content velocity
Communicate operational performance and future ambition to senior leadership and wider Partnership stakeholders
Manage the relationship, performance and review of strategic partners, agencies and suppliers
The successful candidate will have the following skills:
People Management: Leadership and People Manager – highly effective in leadership and strategy including the management, motivation and development of individuals and teams setting clear KPI's and personal development plans
Numeracy: Numerical literacy – can read, understand, interpret and use financial and performance information and data to make informed commercial and performance decisions
Production workflow: in depth understanding and experience of end to end production and process management of content both on and offline
Future Focused: Future focus – demonstrates customer-driven innovation in the creation of content and owns the strategic direction for technology first mindset in future output.
Commerciality: Commercial and problem solving acumen – has a blend of commercial and problem solving skills and applies these effectively to deliver innovative solutions that deliver commercial value and drive efficient delivery
Essential skills and/or experience you’ll need:
Qualifications
Degree or equivalent qualification essential
PC or Mac literate
Experience
10+ years experience online and offline content production and management
Experience within client and agency models
Experience across multiple tech platforms
Proven People Management experience
High levels of numeracy and literacy
Google suite and equivalent software proficiency
Combined creative operations and commercial skills and ability
Significant general marketing experience, including multichannel, ideally within a retailer or other service industry
Experience in developing and delivery a broad range of omni channel media assets
Experience of creating, running and improving hybrid production solutions
Proven track record of data led production improvement against established KPIs and SLAs
Desirable skills and/or experience you may have:
Qualifications
Degree or further qualifications in publishing, marketing or business
Experience
Knowledge and understanding of creative and production processes
Knowledge and understanding of media sales
Experience of commercial negotiations and handling multiple, high value agencies
About The Partnership
We’re the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We’re not just employees, we’re Partners, driven by our purpose to build a happier world. As we look to our future, there’s never been a more exciting time to join us.
We’re ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify. Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose.
As Partners we all share the responsibility of ownership and in its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect.
We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we’re free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective.
As Partners, we make all the difference. And, we all own it.
Important points to note:
It’s important to note that some of our roles are subject to pre-employment vetting (which may include DBS checks for successful candidates). If required, you’ll be informed and provided with information about vetting during the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays. Any DBS checks required will be carried out by a third-party registered body and financial probity checks may also be required for some of our roles.
We also recommend that you apply as soon as possible as vacancies can close early if we see a high number of applicants.
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 possible. Please discuss this further with the hiring manager during your interview.
