Technical Programme Manager - Customer Loyalty
28th May 2019
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Our vision here at Tesco is to become every customer's favourite way to shop, whether they are at home, out shopping, on the move, anywhere in the world.
In order to enable our vision, we strive to simplify operations for our Colleagues, Partners & Vendors to enable efficient trade.
Everything is underpinned by our continuous drive for the best tools and technology to deliver our vision. We're driving innovation and transforming our Technology to become the world's leading retailer.
We need people who share our ambition to deliver for our stakeholders. Passionate and confident people willing to take the initiative and drive us forwards. In return we offer excitement, a great team, an excellent benefit package, and significant career development opportunities.
Joining us means playing a part in defining; building and launching an ambitious roadmap of digital products that could affect the lives of millions of people over the years to come.
If that sounds exciting, then we'd love to hear from you.
The position will be based in London with occasional travel to our Welwyn office.
About Customer & Loyalty
Our aim is to serve customers better through simplified online user journeys underpinned by a standardised account for all customers. Historically customers can fall into a range of different account states and there are multiple places on our website where they can manage their account details, which has led to a confusing customer experience and slowed delivery of new propositions. Consolidating accounts and reimagining account management will increase the acquisition of new customers to Tesco and our loyalty scheme, Clubcard, and improve the experience for our existing customers.
We are also introducing a new registration journey across our group countries, facilitated by the internationalisation of the Customer APIs (Identity, Contact, Profile, Address & Location) as well as further development of our websites. This will vastly improve the experience of joining Tesco in both Central Europe and Asia, which will lead to greater loyalty from our customers. As a point of comparison, today joining Clubcard (a key driver for additional revenue) requires customers to follow two separate processes and wait between 17-30 days for a Clubcard number before they can even interact with us online!
This is a key role which will involve engagement with engineering teams based in the UK, Poland and India as well as a range of stakeholders across Europe and Asia. You will be responsible for one of the programmes within the Customer & Loyalty area which could contribute to enhancing the online experience for millions of customers across the UK, or guiding APIs towards a multi tenanted approach that supports multiple countries.
An ideal candidate will not only be technically proficient but will also have great leadership and soft skills. A willingness to learn and flex based on the demands of the programme are key to succeeding in this role.
Working within a team of experienced Technical Programme Managers, you will be responsible for either leading or supporting delivery of one or more features across multiple streams. We work with teams within Technology (Product and Engineering), Online/Mobile, 3rd parties (Bank, Pay+, Till suppliers) and business teams (Operations, Customer Engagement Centre, Marketing, Comms, Stores).
It's not just about what we deliver but how. There is equal focus on the way we engage with Technology and Business teams so that we can deliver more efficiently and effectively. This is an opportunity to make a material difference to our customers and to acquire skills to help you work smarter in Tesco.
The Role - Technical Programme Manager
Whilst specific responsibilities will be dependent upon the changing needs of the Tesco business, the following provides an overview of the role's key responsibilities and measures:
Deliver programmes with business and/or technical risks
Optimise or use a standard programme delivery methodology for delivering programme goals (e.g. agile, waterfall, iterative)
Bring together, coordinate and energise virtual technology teams to deliver programme goals
Create and track a plan to deliver the programme goals, including the technical implementation plan
Understand trade-offs and resulting impacts; make impacts visible to Product, Infrastructure or Engineering for the right decision to be made
Managing dependencies, delivery timelines and implementations plans, using my knowledge of technical architecture
Appreciating and responding to delivery challenges, using my knowledge of engineering best practices and/or infrastructure implementations
Understand technology concepts, grasp new ones quickly and appreciate their implications on delivery
Effectively manage major incidents, ensuring stakeholders are updated with the right information to drive the correct decisions
Collaborate with the Product and Engineering teams to define annual budgetary requirements
Build positive relationships with suppliers & external stakeholders to deliver software or professional services
Coach peers and other roles, teaching where required, on methodologies and programme management tools
Key Skills and Experience
An ideal candidate must have demonstrated below key skills in their current and past roles:
Have a proven record of accomplishment in delivering technology and/or infrastructure; having done so across multiple teams in multiple geographies
Have experience of building credible relationships and influencing senior management & leadership teams
Strong Project, Stakeholder & Programme management skills
Strong vendor management and negotiating skills.
Exceptional reporting skills for programs and financial forecasting
Excellent communication & influencing skills and adoptability to changes