CRM Lead

2 weeks ago

Bracknell, United Kingdom Head Office Full time

As CRM Lead this is an exciting opportunity to take ownership and accountability of the CRM strategy and comms activity for Waitrose, across all direct marketing channels, and to deliver personalised customer journeys that meet defined commercial, customer and brand objectives.

Together with your peers in other channels you will also lead on the Waitrose ambition to deliver true Omni-Channel personalisation across all customer interactions.

As a CRM Lead you will be passionate about customers, data and an ambassador of personalisation. You will be a key pillar in supporting the delivery of Waitrose Customer strategy and transformation.

**Key responsibilities**
- Leading the Waitrose CRM team to define the CRM strategy, customer outcomes and key initiatives whilst inspiring, coaching and developing the team to deliver our customer, brand and commercial objectives.
- You will take ownership and responsibility for the development and delivery of the customer growth plan, focusing on developing an enriched and growing marketable customer database.
- Accountable for the implementation of a contact plan to promote our categories and products.
- Ensure that customer segmentation and personalisation is at the heart of all comms activity.
- Business lead on CRM Martech, driving self-serve and personalisation at scale. Ultimately driving the business requirements and the development of omni-channel multi-device CRM capabilities to maximise the quantity and quality of actionable customer data and campaigns.
- Accountable for the strategic collaboration and working relationship with external CRM agency (Salesforce), in-house design team and Insight & Analytics teams to support the delivery of CRM strategy, campaigns and customer insight and data.
- Accountable for the annual CRM budget and upcoming promotional budget for personalised offers, tracking expenditure against the budget and driving efficiencies to maximise ROIs and customer KPIs. Responsible for budgeting and forecasting all CRM activity, managing risks and seizing opportunities.
- Instill a culture of high performance and customer centric thinking across the whole team and cross functionally. Drives for continual improvement in team performance and encourages development of self and others, cultivating a collaborative and motivated team environment.
- Act in accordance with the Partnership’s purpose and democratic principles, constructively participating in co-ownership, and demonstrating to customers and each other that it is a better way of doing business. Share your knowledge, experiences, ideas and opinion to improve the Partnership, speaking honestly and frequently.

**Essential skills you’ll need**:

- Significant CRM experience working on high profile multi-channel consumer brands with sizable customer databases.
- Significant Digital and Social marketing experience working across multiple Grocers.
- Strong commercial awareness with accurate forecasting and cost control.
- Marketing Campaign Management expertise (inc Campaign Management).
- Strong understanding and experience of driving omnichannel customer behaviour.
- Successfully manages multiple stakeholders at senior levels, and excellent influencing skills.
- Ability to balance between customer insights and commercial outcomes.
- Analytical mindset.
- Leading large and multi matrix teams, coaching and developing individuals.

**Desirable**:

- Qualifications or professional experience of CRM & Digital Marketing, Personalisation, Digital Transformation, Customer Segmentation.
- Brand development; proposition development; customer experience management.
- Attribution modelling.
- Executional level of Personalisation / recommendations tools
- Excellent understanding of how digital marketing channels influence CRM and vice versa in addition to impact and correlation with the wider marketing tech stack.
- Strong understanding of driving omnichannel customer behaviour.

**Benefits of the Partnership and the role**:

- You will enjoy 25% discount at John Lewis and 20% in Waitrose
- The Partnership has a competitive pension scheme where your contributions will be matched by the Partnership (up to 8% of pay)
- Excellent work life balance, including focus on well being and flexible working and our marketing leading equal parenthood leave Policy

Find out more about the extensive range of exciting benefits that you could enjoy when you join us on our website under About the Partnership; Benefits.

**Next Steps**:

- ** You'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.**
- ** Thanks for your patience in the meantime and for showing an interest in joining JLP.**

**For internal use only**:
**You can view a copy of the full job outline HERE**

**#LI-JLPWTR**

**#LI-HEADOFFICE

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