CRM Senior Manager

About the roleWaitrose & Partners prides itself on being different. Our intention is to combine the convenience of a supermarket with the expertise and service of a specialist food shop. Add this to our unswerving dedication to our customers and the highest respect for our suppliers (the provenance and traceability of our food is vital) and, of course, the environment and you can start to see we’re a bit more than ‘just’ a supermarket.

We have an exciting opportunity to join our Waitrose Marketing team as a CRM Senior Manager, reporting into our CRM Lead. 

About the role

• Salary: £53,000 - £85,000 

• Contract type: 12 month Secondment/Fixed Term - to March 2026

• Interviews: virtual w/c 17th March

• Location: This role is based at our Bracknell Head Office

In this role, you will be responsible for shaping and executing the CRM comms strategy across all direct marketing channels to deliver personalised customer journeys that meet defined commercial, customer and brand objectives.

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

You’ll lead the team in their ambition to keep customers shopping and loyal to Waitrose, inspiring our customers and ensuring we minimise churn. Alongside working closely with our agencies to leverage their expertise to push the boundaries. 

You will lead in delivering the trading sales targets through newsletters, trigger emails and continuously testing new and innovative campaigns and opportunities. But you will also lead the Waitrose ambition to increase Customer Lifetime Value by delivering personalised customer lifecycle journeys (focusing on Retention & Win-back) across CRM comms.

You will have 2 direct reports. 

Please see a full job description attached to this advert. 

Essential skills/experience you’ll need

• Managing a CRM team, coaching and developing individuals

• Solid CRM experience working on high profile multi-channel consumer brand with sizeable customer database.

• Solid experience in designing and running CRM / email / direct marketing / app marketing campaigns. Setting and delivering enterprise level and automated Personalisation strategy

• Strong commercial awareness with accurate forecasting and cost control. 

• 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 

• Planning and prioritisation  

• Analytical mindset

Thanks for your patience in the meantime and for showing an interest in joining JLP. 

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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. If required, you’ll find out more about vetting throughout the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays.

We also recommend that you apply as soon as possible as vacancies can close early if we see a high number of applicants.

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.