Content Manager, Operational Communication

Partnership Level TBC

Reports to Direct and Indirect Reports
Content & Publication Manager, Operational
Communications
none

As a Partner in a unique business, you will share in the responsibilities of ownership as well as its rewards. Partners in the
business deliver this through the following commitments:
Taking responsibility for our business success
We take responsibility to deliver the right experience for all customers and generate profits for us all to share
Building relationships powered by our principles
We build relationships based on honesty, respect and encouragement. We expect these behaviours of each other
and demonstrate them at all times
Creating real influence over our working lives
We take opportunities to develop ourselves, balance work and life priorities and offer personal support
Click here to see the expected behaviours for these commitments.

Job Purpose
To collaborate with Pan Partnership business owners in the creation of clear, accurate and relevant operational
communication reference material, policy and procedure for all operational business units. (Operational business units
being any Waitrose trading format)
To influence and support the development, creation and maintenance of format, content, quality assurance and publication
standards for all planned operational communications

Accountability Measure
1. Provide expert advice, support and consultation on operational
communication and procedures
2. Influence, develop, create and edit relevant operational
communication reference material and procedures
3. Adhere to agreed criteria of content standards, validation,
timeliness and publication format so as to ensure communication
material meets the needs of operational business units to mitigate
risk and operational impact
4. Influence and collaborate with Pan Partnership stakeholders in
the management and provision of all planned operational
communication material. Communication material to include:
Information Boards, Implementation Guides, Information packs,
branch portals, operational newsletters and branch operating
procedures
5. Influence and support the management of agreed criteria for
content, format, quality assurance and publication
6. Manage and influence the adherence to agreed content and
quality assurance standards for all planned operational
communication and Waitrose procedures, in accordance with an
agreed content and quality assurance criteria, so as to provide
clear, accurate and verified communication on behalf of
operational business units
7. Proof read and validate appropriate communication against
quality assurance criteria
8. Manage and influence the content and design of due diligence

Clear, accurate and up to date provision of
operational communication reference
material and procedures

Timely provision and publication of
operational communication reference
material and procedures

Content of operational communication
appropriate and relevant to business unit
needs

Adherence to quality assurance criteria

Feedback from operational business units and
pan Partnership stakeholders on:
Accuracy
Timeliness of publication
Volume of publications
Availability of information
Expert support provided

Continual improvement in provision of
operational communication

Number of enquiries received through
Operational Support following publication of
operational communication material

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and operational communication house stationery documentation
9. Ensure the content of all planned operational communication
material is compliant with law and Waitrose policy and that
material is available to all appropriate operational business units
10. Maintain market awareness and external benchmarking of
communication content best practice and solutions
11. Engagement and stakeholder management of pan Partnership
accountable managers so as to meet the communication content
needs of operational business units
12. To act as the voice of all operational business units in operational
communication content, policy and procedure enquiries
13. Manage issue resolution within own scope of work, identifying
opportunities for greater efficiency or future development
14. To maintain a clear and up to date understanding of our business
15. Prioritisation of own workload in accordance to operational needs
Partner survey communication results


Essential Desirable

Qualifications

Experience of successfully delivering a
portfolio of work on time and to an agreed
criteria

A sound understanding of our multichannel
business

Stakeholder management, including
evidence of influencing and resolving
conflict

Experience of successfully managing large
quantities of fast changing, variable and
ambiguous information

Experience of providing clear, high quality
communication and procedures
Proven Retail operational experience

Experience of Microsoft Word, Excel and
PowerPoint
Experience


Relationships
Internal External
Relevant operational Partners; relevant SMG members and
managers at Head Office


What you should know about the job
Role Location - Bracknell
CRB check required? N

This role is predominantly Bracknell based, although will require some travel as necessary to deliver objective review and
validation of content or procedure.
This is a demanding role in a busy and fast-paced environment so would suit a highly organised individual able to work in an
agile yet disciplined manner to tight deadlines.
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It is a role suited to an individual who demonstrates strong interpersonal skills and is able to build collaborative
relationships with Partners at all levels and across directorate and divisional boundaries.
The individual will need to be seen as credible by pan Partnership and operational business unit stakeholders,
demonstrating excellent communication skills, both verbally and in written work, as well as an ability to influence.
The individual should have a strong understanding of operational business units operating procedures and communication
needs.
The individual should demonstrate strong analytical, strategic thinking, and questioning skills, and in particular be able to
quickly grasp new concepts and subject matter when the background is less familiar (i.e. outside Retail). They should
understand the potential implications of a decision or course of action.
The individual will need to be capable of gathering and interpreting information to create an objective articulation of
complex information and where needed translate such information into a format suitable to the customers needs.
Attention to detail and a quality assurance emphasis are vital as the individual will be required to articulate business critical
information and legislation.
The individual should be highly motivated, and show energy and enthusiasm at all times even when under pressure,
motivating others to deliver when faced with adversity.