Senior CRM Executive

John Lewis & Partners; London; Hybrid; GBP 35,000 - 39,000; Full time

Job summary

Join a renowned employee-owned business as a Senior CRM Executive, tasked with developing and delivering customer-centric CRM communications. This role emphasizes collaboration and creativity while utilizing Salesforce Marketing Cloud to drive successful marketing campaigns. With a hybrid working approach, you will engage with various stakeholders to contribute to impactful CRM strategies.

Benefits

Hybrid working model

Qualifications

• Proven experience in executing dynamic email and push marketing campaigns.
• Proficient in Salesforce Marketing Cloud.
• Ability to manage multiple stakeholders and drive customer insights.

Responsibilities

• Oversee the end-to-end deployment process for CRM communications.
• Collaborate with teams across marketing, trading, and design.
• Monitor campaign performance and reporting on Key Performance Indicators.

Skills

CRM experience

Marketing

Analytical ability

Attention to detail

Communication

Tools

Salesforce Marketing Cloud

Excel

Job description

About the role

As a Senior CRM Executive you will be responsible for the development and delivery of all CRM communications for John Lewis across email and push notifications. You will help to ensure that all direct communications are customer-centric, personalised, and aligned to commercial and brand objectives. You will be comfortable working at a fast pace and collaborating with multiple stakeholders across Marketing, Trading, Content and Data to deliver a jam-packed CRM campaign calendar. This includes planned and reactive marketing emails, My John Lewis member communications, trigger-based emails, life-cycle programmes and transactional comms.

• Expected Salary - £35,000 - £39,000 (dependant on experience)

• Contract type - This position is a 6 month Secondment/Fixed Term 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 CRM team aims for around 1-2 days a week in the office (usually on a Thursday to connect and on a more ad-hoc basis to attend key meetings, but we can be flexible.

• Location - This role is based at our Pimlico Head Office campus. Please note, any cost incurred as a result of travel to the office is the responsibility of the successful candidate. There is no travel allowance for this role.

• We recommend that you apply as soon as possible as vacancies can close early if we see a high number of applicants.

Key responsibilities

• End-to-end deployment process for email communications and push notifications, from briefing data selections and internal creative teams, to building, proofing and scheduling sends within the Salesforce platform, all managed with exceptional attention to detail and accuracy.

• Collaborates with multiple teams across the business (including wider marketing, trading, content and design, data etc.) and coordinates these teams to ensure the efficient and timely deployment of all campaigns.

• You will be creative and data-driven in equal measures, developing compelling, inspirational email briefs that drive strong engagement and commercial performance that our customers love.

• You will champion CRM technology and advances, seeking out tests and learning opportunities and developments within Salesforce, our campaign management tool.

• You will be willing to undertake training and upskilling to become a Salesforce Marketing Cloud expert, encouraging the full adoption of the tool and its functionality.

• You will monitor and report on campaign performance and Key Performance Indicators to drive insight and continuous improvement, as well as completing weekly reporting to share with senior stakeholders.

Essential skills/experience you'll need

• Experience in executing dynamic email and push marketing campaigns.

• Proficient using Salesforce Marketing Cloud and comfortable building, proofing and deploying emails in the platform. Other equivalent ESP experience will be considered.

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

• Good understanding of how digital marketing channels integrate with CRM and vice versa.

• Good understanding and experience of driving omnichannel customer behaviour.

• Comfortable with managing multiple stakeholders across various levels of seniority, and strong influencing skills.

• Ability to balance between customer insights and commercial outcomes.

• Good planning, presentation and prioritisation skills.

• Attention to detail, proof reading / spelling & grammar.

• Strong analytical ability.

• Intermediate Excel.

• Data management and targeting.

Desirable skills/experience you may have

• Basic HTML.

• Basic knowledge of AMPscript.

• Previous Retail, Financial Services and digital marketing experience.

• Executional level of Personalisation / recommendations tools.

For internal use only:

#LI-HEADOFFICE

#LI-RZ1

#LI-HYBRID

About The Partnership

We're the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We're not just employees, we're Partners, driven by our purpose to build a happier world. As we look to our future, there's never been a more exciting time to join us.

We're ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify. Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose.

As Partners we all share the responsibility of ownership and in its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect.

We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we're free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective.

As Partners, we make all the difference. And, we all own it.

Important points to note:

It's important to note that some of our roles are subject to pre-employment vetting (which may include DBS checks for successful candidates). If required, you'll be informed and provided with information about vetting during the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays. Any DBS checks required will be carried out by a third-party registered body and financial probity checks may also be required for some of our roles.

We also recommend that you apply as soon as possible as vacancies can close early if we see a high number of applicants.

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 possible. Please discuss this further with the hiring manager during your interview.