• Job Description

  Req#: R-123179

  Posting End Date:

  September 13, 2023

  Join John Lewis or Waitrose today

  If you've ever stepped through the doors of a John Lewis or Waitrose shop, shopped online, or seen any of our adverts, you'll know there's something unique about us.

  That unique proposition is our Partners. As co-owners they have a say in our business and receive a share of the profits, so they put time and effort into making it work. Our Partners are the reason we're the success we are. They're our secret sauce; the opportunity for us to differentiate.

  Job Summary:

  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 CRM 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. The role could also be based at either our Bracknell or Victoria campus based on your preference.

  Job Description:

  As a CRM Manager you will be responsible for planning, developing and optimising CRM communications for Waitrose across email, direct mail, banking cashback, message at till and push notifications to meet commercial, customer and brand objectives. You will ensure that all communications are customer-centric, timely and aligned to strategic CRM outcomes.

  You will be an ambassador for personalisation, championing the customer and delivering thoughtful and inspirational communications that make our customers love us. You will play a key role in supporting the delivery of Waitrose Customer strategy and transformation, including the ambition to increase Customer Lifetime Value.

  You will use data and insight to plan and deliver personalised customer lifecycle journeys (including Onboarding, Growth, Retention and Winback), as well as being responsible for delivering against commercial targets. This will include planning a jam-packed CRM calendar, managing planned and reactive marketing emails, trigger-based campaigns, life-cycle programmes, transactional comms and loyalty member communications.

  You will oversee and implement a test and learn approach, driving constant innovation and optimisation across all activities.

  You will be the key interface with peers in marketing, trading and the wider Customer team, coordinating requests and planning responses. You will ensure you have all the information you require to deliver brilliant campaign activity. You will foster collaborative culture, supporting the team to deliver exceptional results.

  You will champion and embed the adoption of SFMC Self Serve ambition within the CRM team, and support the implementation of a new/enhanced campaign management tool. You will be comfortable analysing data and identifying opportunities to improve engagement and commercial performance and will be comfortable sharing recommendations with the team.

  The Partnership supports agile and flexible working practices, such as when, where and how we work. We have several different ways to work flexibly, including part-time, flexible or compressed hours, and job sharing. Head office areas also support a blended working approach.

  We celebrate diversity and inclusion in the John Lewis Partnership and we are committed to becoming the UK’s most inclusive business, reflecting and connecting with the diverse communities that we serve.

  Key Responsibilities:

  • Delivers a bespoke CRM communications plan to support customer, marketing and trading priorities, that meets commercial and engagement KPIs. Collaborates with wider CRM, loyalty and channels teams to deliver a holistic CRM programme across all CRM outcomes.

  • Takes accountability for overall performance of the CRM channel and is able to clearly articulate performance drivers in weekly trading meetings. (incl. customer engagement and context in performance numbers).

  • (As appropriate) Leads a high performing team. Prioritises the personal development and wellbeing of team members as a supportive and motivating people manager and mentor.

  • Responsible for the development and delivery of a contact strategy across direct online and offline channels including but not limited to: email, push notifications, Message at Till, DM, Banking Cashback, App and on-site personalisation.

  • Works collaboratively with key internal and external stakeholders, such as Content, Design, Data, Trading, Marketing and our ESP (Salesforce) to ensure strategic alignment and support for wider Customer Strategy.

  • Works closely with the Digital and Social teams to align on both bespoke marketing campaign optimisations, as well as end to end customer journeys and trigger strategy/comms. Collaborate on strategic test and learns to efficiently manage testing and continuous improvement of activity.

  • Delivers regular analysis, diagnosis and KPI reporting to drive continuous improvements in results and productivity. Works closely with Analytics & Insight team to deliver a view of performance and customer insight for CRM initiatives.

  Essential Skills:

  • CRM experience working on a high profile multi-channel consumer brand with sizeable customer database.

  • Solid experience in designing, targeting and managing complex dynamic Email and DM campaigns, working with email service providers, data teams and fulfilment houses.

  • Strong commercial awareness with accurate forecasting and cost control.

  • Marketing Campaign Management expertise (inc Campaign Management)

  • Good understanding and experience of driving omnichannel customer behaviour

  • Successfully manages multiple stakeholders at senior levels, and excellent influencing skills

  • Ability to balance between customer insights and commercial outcomes.

  Benefits of the Partnership and the role:

  • You will enjoy 25% discount at John Lewis and 20% in Waitrose

  • The Partnership has a competitive pension scheme where your contributions will be matched by the Partnership (up to 8% of pay)

  • Excellent work life balance, including focus on well being and flexible working and our marketing leading equal parenthood leave Policy

  Find out more about the extensive range of exciting benefits that you could enjoy when you join us on our website under About the Partnership; Benefits.

  Next Steps:

  • The application form consists of a CV upload followed by application questions. Please ensure you refresh the page each time you complete a task to ensure you complete everything that you need to in time. (If internal, check your Workday notifications and see further guidance on the PDW under "Internal application process").

  • Once you've submitted an application the next steps of the process, if successful, are likely to include a 1 stage virtual interview.

  • You'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

  • Thanks for your patience in the meantime and for showing an interest in joining JLP.

  For internal use only:

  You can view a copy of the full job outline HERE

  #LI-JLPWTR

  #LI-HEADOFFICE

  
  Pay Range:

  £42,000.00 up to £63,000.00 Annual

  
  Scheduled Weekly hours:

  35

  
  Worker Type:

  Permanent Partner

  
  Job Level:

  Partnership Level 7

  
  Hours of Work:

  Various full-time hours required

  At the John Lewis Partnership, we embrace our differences. We want you to be you. Because, well, we know you're at your best when you're free to be yourself.

  Being a truly inclusive employer to us means creating an environment which celebrates your contribution, regardless of age, gender, race, ethnicity, disability, sexual orientation, social background, religion or belief. It's why we've set our own aim to become the UK’s most inclusive business - for our Partners (employees) and our customers.

  We firmly believe that our future success lies in diversity of thought from all Partners and it's integral in our mission to build a happier world. ? ?

  We welcome applications from everyone interested in working for us. And, once you're a Partner, your differences will make all the difference.

  Find out more about D&I in the Partnership here.

  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 it is possible to do so. Please discuss this further with the hiring manager during your interview.

  https://embed.wirewax.com/8114190

• About the company

  Find a career with a difference when you join the John Lewis Partnership, the UK's largest employee-owned company. Apply today for jobs with John Lewis and Waitrose where you'll learn what it means to be a Partner, rather than an employee. Visit our ca...

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