Lead Technical Programme Manager – Customer & Loyalty

About the role

Serving customers and providing a simple and safe way for them to engage with Tesco is at the heart everything we do.  The Customer and Loyalty programme team is responsible for supporting a wide range of products; including core microservices which underpin our technology platform and handle millions of transactions per day, the account management services which are the gateway to the products we offer, through to the market leading Clubcard Loyalty scheme enjoyed by over 19 million customers.  Our strategy is to continuously evolve in order to stay ahead of our competitors.

As a next step in that evolution we are transforming our technology platform across Tesco Stores, Tesco Mobile and Tesco Bank to create a simple joining experience for customers.  Our customers see Tesco as a single entity and in order to truly allow them to have a seamless experience they should not have to handle the complexity of maintaining multiple individual accounts. Applying for a credit card or a mobile phone contract or doing your weekly shop should be seamless.   Our objective is to make it simple to register for a Tesco account and access all our products. 

If you relish a challenge this one is for you.  You will be responsible for a significant far-reaching programme that directly contributes to enhancing the experience for millions of customers across the group.  This is a key role which will involve strong engagement with engineering and business teams across three different companies. 

This is an opportunity for someone who is looking for further career progression.  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.

As a member of a team of experienced Technical Programme Managers, you will work with teams within Tesco Technology (Product and Engineering), 3^rd parties (Bank, Mobile) 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.

You will be responsible for

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 complex programmes with multiple business and technical risks that will impact the success of key Tesco business priorities
• Establish new or improve existing programme delivery methodology to deliver the programme goals
• Shape programmes with ambiguous scope and uncertain delivery approach
• Create and track a plan to deliver the programme goals, including the technical implementation plan, ensuring colleagues and stakeholders from across Tesco are kept up-to-date
• Provide advice and guidance on programme delivery (line management and mentoring other TPMs and supporting Engineering/Product teams)
• Understand trade-offs in software delivery using experience and influencing skills to drive consensus with the Engineering and Product teams to obtain the best value and solution
• Am able to foresee potential risks and issues, establish a process, facilitate discussion and manage escalations
• Am aware and evaluate trends and new concepts in programme and product delivery
• Am able to understand a technical architecture to be able to foresee the impact on dependencies, delivery timelines and implementation plans
• Have good knowledge of engineering best practices and practical infrastructure implementations to appreciate delivery challenges
• 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, holding them to account on delivery and improvement plans
• Support vendor selection processes (tendering, agreeing SLAs, warranty periods, outsourcing)
• Facilitate and support the development of individuals
• Communicate clear objectives and career path for any direct reports
• Coach peers and other roles, teaching where required, on methodologies and programme management tools and coach/mentor on leadership
• Participate in the recruitment process
• Contribute actively to TPM community

You will need

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

About us

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.