Customer Growth Lead - Planning and Best Practice

Tesco UK; Welwyn Garden City; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading retail company in the UK seeks an expert to drive audience planning and strategies for Personalisation. The successful candidate will lead the audience framework, ensuring measurable results and collaborate cross-functionally. The role includes flexible working arrangements, promoting a supportive culture for employees. Ideal candidates should have deep experience in audience strategy and analytics, delivering impactful outcomes in dynamic environments.

Qualifications

• Expertise in audience strategy within a multi-channel environment.
• Proven ability to lead frameworks and decision forums.
• A track record of delivering measurable outcomes through Personalisation initiatives.

Responsibilities

• Define and evolve the audience framework for Personalisation.
• Act as the Audience Subject Matter Expert within the team.
• Partner with Measurement and Analytics to ensure measurable outcomes.

Skills

Data-driven audience creation

Stakeholder management

Strong communication

Analytics

CRM initiatives

Job description

Lead the creation and implementation of audience planning standards, driving customer-focused, value-led strategies across Personalisation. Serve as the go-to expert on audience frameworks, quality, and best practices, empowering the Planning Pod to deliver purposeful, measurable results.

• Shape the Audience Strategy: Define and continuously evolve the end-to-end audience framework for Personalisation, embedding best practices, guardrails, and governance to optimise engagement and reduce fatigue.
• Lead with Expertise: Act as the Audience Subject Matter Expert within the Planning Pod, prioritising customer plans against growth objectives.
• Drive Planning & Activation: Own prioritisation and operating rhythms for opportunity briefs, campaign activation, and post-launch learning—balancing short- and long-term value.
• Champion Measurement & Value: Partner with Measurement, Analytics, and Finance to ensure all activity is measurable, value-validated, and aligned to commercial priorities.
• Standardise & Scale: Develop tools, templates, and playbooks for opportunity sizing, acceptance criteria, and decision forums.
• Innovate & Benchmark: Stay ahead of market trends, integrating new capabilities (e.g., decisioning, cross-channel orchestration) into best practices.
• Refresh & Communicate: Run quarterly standards updates, refreshing segments, guardrails, and sharing impact insights across teams.
• Collaborate Across Functions: Build strong partnerships with Customer, Rewards, Journey, and Commercial teams to co-create actionable audience briefs and support forecasting.
• Set Measurement Standards: Operate with authority across matrixed teams, defining and maintaining measurement frameworks and methodologies for all analytical resources supporting Personalisation.

• Expertise in Audience Strategy: Deep experience in data-driven audience creation, analytics, and insights within a fast-paced, multi-channel environment.
• Framework Leadership: Proven ability to design and govern frameworks, lead decision forums, and simplify complex methodologies for diverse stakeholders.
• Influential Communicator: Strong stakeholder management, prioritisation, and storytelling skills to drive alignment and impact.
• Value Delivery: A track record of delivering measurable outcomes through Personalisation and CRM initiatives.
• Industry Knowledge: Experience in retail, loyalty, and customer programmes is highly desirable.

You might know us as a supermarket, technology company or even for our award-winning mobile network. Truth is, we’re all of those things, and much more. Our colleagues work with one goal in mind, helping to make every day a little better for our customers, colleagues and communities all over the world. No two customers are the same, neither are our colleagues.

At Tesco, we champion a balance that lets you thrive both in and out of work. Spend 60% of your week collaborating with colleagues at our office locations or local sites and the rest remotely. Whether you're just kicking off your career, juggling passions, or navigating big life events, we're here to support you. We always welcome a conversation about flexible working, so talk to us throughout your application about how we can support.

We're proud to be an accredited Disability Confident Leader, where everyone’s welcome. That’s why we commit to providing a fully inclusive and accessible recruitment process. If you need support with your application, click here for more information. And if you're interested in joining our team but don't tick every box, don't let that hold you back from applying.