Customer Performance Lead

John Lewis Partnership; Bracknell; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

An established industry player is seeking a Customer Performance Lead to foster a data-driven culture within their Customer department. This pivotal role will drive insights from data to maximize ROI and ensure effective performance targets for key activities. With a hybrid working approach, you'll collaborate closely with stakeholders and external agencies to enhance marketing strategies and budget management. Join a forward-thinking team where your influence will shape the future of customer engagement and performance evaluation.

Qualifications

• Experience in gathering insights from data for decision-making.
• Extensive experience in stakeholder influencing and budget management.

Responsibilities

• Lead measurement and evaluation processes for the Customer department.
• Manage relationships with external agencies and drive operational efficiencies.

Skills

Analytical Skills

Stakeholder Management

Data Visualization (Tableau)

Budget Management

Measurement Processes

Education

Professional Marketing Qualification

Tools

Tableau

Job description

Apply on JLP Jobs - the official careers website for John Lewis Partnership, John Lewis & Partners, and Waitrose & Partners.Expected salary - £70,900- £100,000Contract type - This position is a Permanent contract.Working pattern/flexible working- 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 team aim for around 2 days a week in the office to connect and on a more ad-hoc basis to attend key meetings.Location - This role is based at our Bracknell Head Office.Key responsibilitiesLead measurement and evaluation process for the Customer department, getting stakeholders on board in target setting as part of scorecards to ensure we always execute post campaign analysis. Requires adept stakeholder management and influencing. It leads the Customer department's inputs into monthly board-level reviews.Be the accountable owner of our relationship with Transunion, who deliver our MMM (media mix modelling) service and is responsible for the end-to-end process. Drive operational efficiencies from the data we get from MMM. This will mean working with and influencing multiple stakeholders across the Customer department and Pan Partnership.Support the Head of Customer Planning and our Finance partner in leading the monthly management of the customer budget with all channel stakeholders, as well as supporting in the longer term business planning process inputs from Customer. Leads (or supports, depending on the scenario) business case development for extra opportunities.Lead contact for the agency evaluation process across Waitrose Customer & external agencies (Greengrass lead intermediary). Requires skilled project management capabilities to keep on track. Influences key stakeholders with Customer Leadership team and agency directors to navigate key complex issues and drive any required improvements.Essential skills/experience you’ll needHighly analytical skillset with experience gathering insight from data to assist decision-makingSenior stakeholder influencingFirst hand working knowledge of establishing measurement processesExtensive experience in working with Insight and Financial measuresUsing data visualisation tools, such as Tableau, to make data informed decisionsExtensive experience of working with and improving process and planningGood working knowledge of marketing channelsManaging budgetsDesirable skills/experience you may haveKnowledge of marketing attributionKnowledge of customer segmentationOmnichannel retailingFood retail experienceExecuting change / innovationProfessional marketing qualification#LI-HEADOFFICE#LI-HYBRIDAs 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 SME’s with your support as appropriate. This role is the key leader who partners with our media mix modelling agency (Transunion) in the process which generates the outcome of regular recommendations on the return of our investment. (Return On Ad Spend)

This role is key to supporting the Head of Customer Planning and Finance partner in the management of the Customer budget both in year and during business planning, to ensure the optimal ROI for the business.

As part of the culture of target setting and evaluation, this Partner leads our new agency evaluation process.35