Senior CRM Manager

5 days ago

City Of London, United Kingdom John Lewis Partnership Full time

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. #J-18808-Ljbffr

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