What will you be doing?

• Managing a jam-packed CRM calendar; planning, developing and optimising CRM communications for John Lewis across email, push notifications and direct mail to deliver against customer, commercial and brand objectives. 

• Interface with the wider marketing, trading and product teams, juggling multiple briefs, coordinating requests, and planning responses that balance customer insights and commercial outcomes. 

• You will be an ambassador for personalisation, using data and insight to develop targeted, relevant communications and customer lifecycle journeys (including Onboard, Retention and Winback). 

• Oversee and implement a test and learn approach, driving constant innovation and optimization across activities. You’ll identify opportunities for improvement and develop new initiatives to deliver a market-leading CRM experience. 

• You will ensure that all communications are customer-centric, timely and delivered with a high degree of accuracy. 

• You will work in close collaboration with the wider CRM & Loyalty Marketing Managers to ensure alignment behind strategic outcomes. 

• Ensure your team of CRM executives have all the information they require to deliver brilliant campaign activity and you will foster collaborative culture, supporting the team to deliver exceptional results.

• You will champion and embed the adoption of Salesforce Marketing Cloud Self Serve ambition within the CRM team, and support the implementation of a new/enhanced campaign management tool.

• Be comfortable analysing data and identifying opportunities to improve engagement and commercial performance and will be comfortable sharing insight and recommendations with the team and wider business. 

• You’ll play an active role in developing the CRM & Loyalty contact and content strategies, using CRM expertise and customer insight to shape outputs. 

#LI-JLPJL 

 What you’ll have

• Experience ideating, developing and implementing CRM programmes for a brand with a sizable customer database, including developing dynamic, personalised email communications

• Confidence in using data and insight to report on performance and optimise activity to meet key KPIs. Comfortable manipulating numbers (preferably with experience using Adobe and Looker) and presenting findings / recommendations. 

• Strong stakeholder management skills at a senior level, alongside excellent interpersonal and influencing skills. Confidence managing multiple briefs and making prioritisation calls.

• Line Management Experience 

What else can you bring

• Proficient using Salesforce Marketing Cloud (other similar ESPs will be considered)

• Experience managing a loyalty / membership programme and a strong understanding of driving omnichannel customer behaviour 

• HTML & AMP scripting knowledge 

• Experience with personalisation tools and third-party integration. Comfortable managing agency relationships including with ESPs and print-houses.