Customer Performance Lead

ENGINEERINGUK; Bracknell; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

In dieser spannenden Rolle als Customer Performance Lead werden Sie die treibende Kraft für eine datengestützte Kultur innerhalb der Kundenabteilung sein. Sie sind verantwortlich für die Maximierung des ROI durch die Implementierung relevanter Leistungsziele und die Zusammenarbeit mit Agenturen zur Analyse von Kampagnen. Diese Position erfordert hervorragende analytische Fähigkeiten und Stakeholder-Management, um sicherzustellen, dass alle Aktivitäten optimal bewertet und verbessert werden. Arbeiten Sie in einem innovativen und inklusiven Umfeld, das auf Zusammenarbeit und persönlichem Wachstum basiert, und nutzen Sie Ihre Fähigkeiten zur Gestaltung von Marketingstrategien.

Qualifications

• Erfahrung in der Datenanalyse zur Entscheidungsfindung.
• Fähigkeit, komplexe Stakeholder zu beeinflussen und zu managen.

Responsibilities

• Leitung von Mess- und Evaluierungsprozessen für die Kundenabteilung.
• Verwaltung der Beziehung zu TransUnion für Medienmixmodellierung.

Skills

Analytische Fähigkeiten

Stakeholder-Management

Datenvisualisierung (Tableau)

Budgetmanagement

Marketing-Kanäle Verständnis

Education

Professionelle Marketingqualifikation

Tools

Tableau

Job description

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View more categories | View less categories | Sector: Retail and Wholesale | Role: Manager | Contract Type: Permanent | Hours: Full Time

About the role

As Customer Performance Lead, you will be the driving force of a data-driven culture within the Waitrose Customer department to maximise ROI while understanding the role of both long-term and short-term brand campaigns. This role will ensure that, via both the right processes and influencing, key Customer activity has relevant performance targets in place so that activity can be monitored, reported on, and enhanced by SMEs with your support as appropriate. This role is the key leader who partners with our media mix modelling agency (TransUnion) to generate regular recommendations on the return of our investment (Return On Ad Spend). It is also crucial in supporting the Head of Customer Planning and Finance partner in managing the Customer budget both in year and during business planning to ensure the optimal ROI. Additionally, this partner leads our new agency evaluation process as part of our culture of target setting and evaluation.

• Expected salary: £70,900 - £100,000
• Contract type: Permanent
• Working pattern/flexible working: The Partnership has adopted a hybrid working approach, allowing a mix of office and home-based work, typically around 2 days a week in the office for connection and ad-hoc meetings.
• Location: Bracknell Head Office

Key responsibilities

• Lead measurement and evaluation processes for the Customer department, including target setting and post-campaign analysis, requiring adept stakeholder management and influencing skills.
• Manage our relationship with TransUnion, responsible for media mix modelling (MMM), driving operational efficiencies from MMM data, and influencing stakeholders across the department and partnership.
• Support the monthly management of the customer budget with channel stakeholders and contribute to long-term business planning, including developing business cases for new opportunities.
• Lead the agency evaluation process, managing projects and influencing stakeholders to navigate complex issues and implement improvements.

Essential skills/experience

• Highly analytical with experience in data insight for decision-making.
• Senior stakeholder influencing skills.
• Experience establishing measurement processes.
• Knowledge of insight and financial measures.
• Proficiency with data visualization tools like Tableau.
• Experience in process and planning improvements.
• Good understanding of marketing channels.
• Budget management experience.

Desirable skills/experience

• Knowledge of marketing attribution.
• Understanding of customer segmentation.
• Experience with omnichannel retailing.
• Food retail experience.
• Experience in executing change and innovation.
• Professional marketing qualification.

About The Partnership

We're the largest employee-owned business in the UK, home to John Lewis and Waitrose. We foster a culture of ownership, innovation, and inclusivity, aiming to build a happier world. We value kindness, respect, and diversity, encouraging everyone to thrive and grow both personally and collectively.

Important points to note

Some roles may require pre-employment vetting, including DBS checks, which will be communicated during recruitment. We recommend applying early as vacancies may close early due to high interest. We support flexible working arrangements, including flexible hours, job sharing, or shorter contracts, to promote work-life balance. Please discuss these options with the hiring manager during your interview.