Senior CRM Manager

John Lewis Partnership; London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Join a leading company as a Senior CRM Manager where you'll lead a team in creating impactful marketing campaigns. This role focuses on enhancing customer engagement through personalized strategies and managing budgets effectively. Be part of a dynamic environment that values data-driven decisions and customer lifetime value.

Benefits

Hybrid working

Full-time holiday entitlement of 25 days plus public holidays

Defined Contribution pension scheme with employer contributions

Partnership discounts

Cycle to work scheme

Access to exclusive hotels after three months

Qualifications

• Experience in Financial Services or start-up environments.
• Experience leading a team across multiple channels.
• SQL knowledge is desirable.

Responsibilities

• Ownership of customer marketing communications and CRM activities.
• Managing a team of CRM Managers and Senior CRM Executives.
• Developing a growing and marketable customer database.

Skills

B2C CRM experience

Stakeholder management

Analytical mindset

Education

Qualifications in CRM or Digital Marketing

Tools

Salesforce Marketing Cloud

Google Analytics

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Description

Our Purpose

Working in Partnership for a happier world - our shared Purpose that guides us in everything we do and inspires 3 important principles: happier people, happier business, happier world. The John Lewis Partnership is a truly unique business, one that seeks to make a positive difference to the lives of everyone.

JLFS - John Lewis Financial Services

John Lewis Financial Services provides a suite of consumer banking and insurance products to over 2 million customers in the UK. Last year, we set out an ambitious 5-year investment strategy to grow and offer a more distinct and differentiated set of products, significantly accelerating the Partnership's growth. This is an exciting time to join us.

About the role

As a Senior CRM Manager, you will lead a team of CRM experts to create email, direct mail, and push marketing campaigns to engage and enrich our customer database. You will be passionate about customers and data, championing personalisation. You will also 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 communications.

You will report to the CRM Lead and be responsible for shaping and executing the CRM communications strategy across direct marketing channels to deliver personalised customer journeys that meet commercial, customer, and brand objectives.

Key Accountabilities

• Ownership of strategy, development, design, and delivery of customer marketing communications and ongoing CRM & Loyalty activities, including content and contact strategy.
• Continuously testing new campaigns and opportunities.
• Developing an enriched, growing, and marketable customer database, including setting processes for data capture.
• Collaborating with external CRM agencies, in-house design, and analytics teams to support CRM strategy and campaigns.
• Managing budgets to maximize ROI and KPIs.
• Managing a team of circa four CRM Managers and Senior CRM Executives, fostering performance and development.
• Providing subject matter expertise in CRM and data enablement across the business.
• Upskilling the wider marketing team in CRM and digital.

Essential Skills

• Experience in Financial Services or start-up environments.
• Significant B2C CRM experience leading a team across multiple channels.
• Experience with Salesforce Marketing Cloud and Google Analytics.
• Stakeholder management and influencing skills.
• Ability to balance customer insights and commercial outcomes.
• Analytical mindset and passion for coaching.

Desirable Skills

• Qualifications or experience in CRM, Digital Marketing, Personalisation, Digital Transformation, Customer Segmentation.
• Experience working in Agile methodologies.
• SQL knowledge.

Benefits

• Hybrid working.
• Full-time holiday entitlement of 25 days plus public holidays.
• Defined Contribution pension scheme with employer contributions.
• Partnership discounts.
• Cycle to work scheme.
• Access to exclusive hotels after three months.

Next Steps

Apply via CV upload and application questions. More details at https://www.jlpjobs.com/how-to-apply/journey/. Internal applicants can view the job outline at https://bit.ly/SrCRMMgrFS. The application window may close early due to high volume.

Follow us on LinkedIn: https://www.linkedin.com/company/john-lewis-partnership/about/

We embrace diversity and are committed to an inclusive environment. Find out more about our D&I initiatives at https://www.jlpjobs.com/about/diversityandinclusion/.