Senior CRM Manager

John Lewis Partnership; City Of London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading retail company in London is seeking a Senior CRM Manager to lead a team in creating impactful marketing campaigns. You will drive customer engagement through personalized lifecycle journeys, manage a growing database, and optimize CRM communications across various channels. The ideal candidate has extensive B2C CRM experience, strong stakeholder management skills, and a background in financial services.

Benefits

Hybrid Working

25 days annual leave plus public holidays

Pension scheme with employer matching

Staff discount program

Cycle to work scheme

Qualifications

• Experience in Financial Services or start-up environment.
• Significant experience leading a CRM team.
• Ability to balance customer insights and commercial outcomes.

Responsibilities

• Develop and deliver customer marketing communications.
• Manage CRM strategy and customer database.
• Budget management to maximize ROIs.

Skills

B2C CRM experience

Stakeholder management

Analytical mindset

Coaching and development

Tools

Salesforce Marketing Cloud

Adobe/Google Analytics

SQL

Job description

Overview

This role is from John Lewis Financial Services. As a Senior CRM Manager you will lead a team of CRM experts to create e-mail, direct mail and push marketing campaigns to engage and enrich our customer database. You will be passionate about customers and data, and be a champion of personalisation. You will lead the John Lewis Finance ambition to increase Customer Lifetime Value by delivering personalised customer lifecycle journeys (Welcome, Onboarding, Growth, Retention) across CRM and Loyalty comms. You will report into the Financial Services CRM Lead and be responsible for shaping and executing the CRM comms strategy across direct marketing channels to deliver personalised customer journeys that meet defined commercial, customer and brand objectives.

Responsibilities

• Ownership of the strategy, development, design and delivery of customer marketing communications and always on CRM & Loyalty activity (including content & contact strategy).
• Continuously testing new and innovative campaigns and opportunities.
• Responsible for developing an enriched and growing marketable customer database and setting processes that maximise data capture opportunities.
• Collaborate with external CRM agencies, in-house design teams and Insight & Analytics to support CRM strategy, campaigns and customer insight and data.
• Budget management – tracking expenditure against budget and driving efficiencies to maximise ROIs and customer KPIs.
• People management of circa four CRM Managers and Senior CRM Executives, driving continual improvement in team performance and fostering a collaborative environment.
• Serve as a subject matter expert in CRM and data enablement, embedding best practice across John Lewis Financial Services and upskilling the wider marketing department.

Qualifications & Skills

• Experience in Financial Services and/or within a start-up environment.
• Significant B2C CRM experience leading a team to plan and execute in-life communications across email, direct mail and app.
• Experience with Salesforce Marketing Cloud and Adobe/Google Analytics.
• Ability to manage multiple stakeholders at senior levels, with excellent influencing skills.
• Ability to balance customer insights and commercial outcomes; analytical mindset.
• Experience and passion for coaching and developing others.

Desirable Skills

• CRM & Digital Marketing, Personalisation, Digital Transformation, Customer Segmentation.
• Experience working in an Agile methodology.
• Experience using SQL.

Benefits

• Hybrid Working.
• Full-time working holiday entitlement 25 days, plus public and bank holidays.
• Defined Contribution pension scheme with employer matching and additional contributions after service milestones.
• Staff discount in John Lewis & Partners and Waitrose & Partners; you may nominate someone you live with to share your discount.
• Cycle to work scheme support.
• Access to excllusive hotels after three months’ service.

Next Steps

The application process consists of CV upload, followed by application questions. Please visit the John Lewis Partnership careers site to understand more about the application and hiring process.

Diversity & Inclusion

At the John Lewis Partnership, we embrace our differences. We are an inclusive employer and welcome applications from everyone. We celebrate diversity and are committed to building a happier world for Partners and customers.