CRM Manager

About the rolePLEASE NOTE - THIS ROLE IS DUE TO START MID JANUARY 2026

As a CRM Manager you will be responsible for planning, developing and optimising CRM communications for Waitrose across channels including email, push notifications, direct mail, SMS, door drop and in-app to meet commercial, customer and brand objectives. This will be done by leveraging CRM data and insights, technologies and best practice whilst working with teams across the business including Online, Planning, Product, Digital and Content and of course CRM.

You will play a key role in supporting the delivery of the Waitrose Customer strategy, using data and insight to plan and deliver personalised customer journeys and deliver against commercial targets. You will oversee and implement a test and learn approach, driving constant innovation and optimisation across all activities.

You will be the main point of contact for your key stakeholders, coordinating requests, planning responses, influencing roadmaps and identifying areas for collaboration.

This role reports to the Senior CRM Manager.

• Full Partnership Salary Range - £45,000- £71,000 (Internal applicants will follow the Partnership Secondment Policy) 

• Contract type - This position is a Secondment / Fixed Term

• Working pattern/flexible working - The Partnership has adopted a hybrid working approach, meaning you'll be able to work a mixture between the office and home based upon your personal needs whilst balancing the needs of the business. The Waitrose CRM team aims for 1 day a week in the office to connect and on a more ad-hoc basis to attend key meetings. 

• Location -  This role is based at our Waitrose Head Office campus in Bracknell. Please note, any cost incurred as a result of travel to the office is the responsibility of the successful candidate. There is no travel allowance for this role.

• PLEASE NOTE - THIS ROLE IS DUE TO START IN JANUARY 2026 

Key responsibilities

• Plan and deliver a bespoke CRM communications plan to support customer, marketing and trading priorities, that meets commercial and engagement KPIs 

• Oversee day-to-day operations of the CRM calendar, ensuring timely execution, high quality and strong collaboration across teams. 

• Proactively use customer and campaign insights to identify opportunities, guide strategic decisions and continuously improve channel performance. Plus, representing the CRM channel and sharing performance to senior stakeholders

• Champion a test and learn approach to refine messaging, targeting and creative to optimise comms effectiveness

• Ensure processes are working effectively and efficiently, driving forward change and continuous improvement

• Understand broader business challenges and drive CRM initiatives that deliver commercial impact

• Build strong relationships with stakeholders across the business to enable successful delivery of the CRM and Customer strategy 

• Work collaboratively and effectively with other marketing channels to ensure alignment and leverage cross channel opportunities 

• Stay up to date with industry trends, tools and advancements

Essential skills/experience you’ll need 

• Marketing / Business related degree or equivalent experience 

• Strong CRM planning and delivering CRM campaigns

• Experience working with Salesforce Marketing Cloud

• Solid experience in planning, designing, targeting and managing complex dynamic CRM campaigns

• Strong commercial awareness, confident analysing data and drawing out insights to make customer-first recommendations 

• Experience in forecasting 

• Excellent attention to detail, strong prioritisation skills to manage multiple projects in fast-paced environment

• Confident in managing multiple stakeholders at senior levels with excellent influencing skills

Desirable skills/experience you may have

• Previous Retail industry experience

• Google Analytics 

For internal use only

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About The Partnership

We’re the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We’re not just employees, we’re Partners, driven by our purpose to build a happier world. As we look to our future, there’s never been a more exciting time to join us.  

We’re ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify. Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose.   

As Partners we all share the responsibility of ownership and in its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect. 

We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we’re free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective. 

As Partners, we make all the difference. And, we all own it.  

Important points to note:  

It’s important to note that some of our roles are subject to pre-employment vetting (which may include DBS checks for successful candidates). If required, you’ll be informed and provided with information about vetting during the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays. Any DBS checks required will be carried out by a third-party registered body and financial probity checks may also be required for some of our roles.  

We occasionally close vacancies early in the event we receive a high volume of applications, and therefore, we recommend you apply early. If you require a reasonable adjustment due to a disability which means you may need longer to complete your application please contact us as soon as possible.

We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where possible. Please discuss this further with the hiring manager during your interview.