Senior CRM Executive

John Lewis Partnership; London; Hybrid; GBP 33,000 - 39,000; Full time

Job summary

An established industry player is seeking a Senior CRM Executive to lead the development of innovative CRM communications. This role involves creating customer-centric email and push notifications while collaborating with various teams to deliver engaging campaigns. The ideal candidate will possess strong analytical skills and a deep understanding of CRM and digital marketing integration. With a hybrid working model, you will enjoy flexibility while contributing to a dynamic team. If you are passionate about driving customer engagement and have a knack for data-driven decision-making, this opportunity is perfect for you.

Qualifications

• Experience in executing dynamic email and push marketing campaigns.
• Proficient in Salesforce Marketing Cloud and email deployment.

Responsibilities

• Manage end-to-end deployment of email communications and push notifications.
• Collaborate with teams to ensure timely campaign deployment.

Skills

Email Marketing

CRM Management

Data Analysis

Stakeholder Management

Attention to Detail

Omnichannel Strategy

Presentation Skills

Planning and Prioritization

Analytical Skills

Intermediate Excel

Tools

Salesforce Marketing Cloud

Email Service Providers (ESP)

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.

At a glance

• Expected Salary - £33,800 - £39,000 (dependant on experience)

• Contract type - This position is a 12 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.

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.

The hours of work will be confirmed at interview.