Description

John Lewis Financial Services is a growing area of the Partnership and we want you to help us achieve our ambitious plans. Our Financial Services team is responsible for a growing and differentiated set of Financial Services products, with a newly created business strategy that will see us significantly accelerate over the coming years, meaning there has never been a more exciting time to join us. You can proudly be yourself at the John Lewis Partnership and our people make us a truly inclusive place to work.

What’s the role about? 

Reporting into the Financial Services CRM Lead you will be responsible for shaping and executing the CRM comms strategy across direct marketing channels to deliver personalised customer journeys that meet defined commercial, customer and brand objectives.

As a Senior CRM Manager you will create e-mail, direct mail and push marketing campaigns to engage and enrich our customer database.  You will be passionate about customers and data, and be a champion of personalisation. You will also lead the John Lewis Finance ambition to increase Customer Lifetime Value by delivering personalised customer lifecycle journeys (Welcome, Onboarding, Growth, Retention) across CRM and Loyalty comms. 

 What will you be doing?

• Ownership of the development, design and delivery of customer marketing communications and always on CRM & Loyalty activity (including content & contact strategy). Continuously testing new and innovative campaigns and opportunities.

• Responsible for developing an enriched and growing marketable customer database.  Setting processes that make the most of data capture opportunities.

• Responsible for both strategic collaboration and day-to-day management with external CRM agencies, in-house design team and Insight & Analytics teams to support the delivery of CRM strategy, campaigns and customer insight and data. 

• Budget management - tracking expenditure against budget and driving efficiencies to maximise ROIs and customer KPIs.  

• People management of circa four CRM Managers and Senior CRM Executives, driving continual improvement in team performance and encouraging development of self and others, cultivating a collaborative and motivated team environment. 

• Known for subject matter expertise in CRM and data enablement and acting as a consultant to the wider business, embedding best practice across John Lewis Financial Services. Upskill wider marketing department and peerset in CRM and digital.

What you’ll have 

• Experience working in Financial Services and/or within a start-up environment.

• Solid B2C CRM experience leading a team to plan and execute in-life comms across email, direct mail and app.

• Experience working with Salesforce Marketing Cloud and Adobe/Google Analytics.

• Ability to manage multiple stakeholders at senior levels, and excellent influencing skills. 

• Ability to balance customer insights and commercial outcomes. 

• Analytical mindset.

• Experience and passion for coaching and developing others.

What else could you bring?

• Qualifications or professional experience of CRM & Digital Marketing, Personalisation, Digital Transformation, Customer Segmentation

• Experience working in an Agile methodology

• Experience using SQL

PLEASE NOTE:

• 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)

• We occasionally close vacancies early in the event we receive a high volume of applications. Therefore, we recommend you apply early

• If internal, please ensure you apply via Workday and not jlpjobs.

To view the job description:- 

External candidates- view via the attachment

Internal candidates- follow the link below

https://drive.google.com/drive/folders/1KsJ15mOlkqhbd5K9ulw5SyLp8iYsDMFb?usp=sharing

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 and in this role you’ll mainly be home based. You'll have the opportunity to discuss this further with the hiring manager during your interview and, where it is operationally practicable, they'll do all they can to accommodate your needs.