Customer Experience & Marketing Manager

About the roleOur Build to Rent team is continuing to evolve here at the John Lewis Partnership, supporting our vision of redefining the UK's private rental sector by infusing a personalised touch, prioritising first-class service, and treating residents as valued customers, not just occupants.

We are now seeking a Customer Experience & Marketing Manager to join our team during this pivotal phase. The role entails developing the customer strategy across various touchpoints, both physical and digital, alongside marketing channels. Your responsibilities will encompass crafting customer journeys, establishing service benchmarks, and articulating a compelling vision for customer experience to ensure outstanding service delivery and measurable outcomes for our Build to Rent proposition.

• Expected salary - £53,000 - £70,000 (dependent on experience)

• Contract type - This position is a permanent contract.

• 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 Build to Rent Head Office team aims for 1-2 days 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 Pimlico Head Office with occasional travel to our Build to Rent sites.

• Interviews - Once you've submitted an application, the next steps of the process, if successful, are likely to include a virtual interview to be held on 18th or 19th February.

Key responsibilities

• Collaborating with the Insight team to develop and measure customer metrics to drive continuous improvement, working with key stakeholders including site teams to deliver sustainable change. 

• Working diligently with a wide group of internal stakeholders, alongside developing relationships with key third parties to build,drive and deliver a market leading customer experience. 

• You will shape the design of new BTR schemes, so that the customer experience is considered as an integral part of the building structure and in line with customers’ expectations of the JLP Brand.

• You will develop and deliver a marketing strategy for existing and new BTR sites to attract and retain residents.

• You will be accountable for the development and performance of marketing initiatives to address specific business or customer objectives. You will use the marketing strategy to create the brief and be accountable for every element of delivery and measurement. 

• You will be responsible for planning, implementing and evaluating marketing activities in order to increase awareness of the JLP BTR brand and the associated changes in customer behaviour in order to fulfill the marketing strategy.

• You'll be highly organised, highly motivated and adept in working with insight and customer segmentation. You will relish working in a new business area and be adaptable to changing circumstances.

Essential skills/experience you’ll need 

● In depth understanding and experience of cross channel marketing

● Experience of developing and owning a marketing strategy. Including evidence of developing creative ideas, working with content leads to produce assets and deliver marketing initiatives

● Experience of CX strategic design through to operational implementation

● Evidence of customer orientation, effective stakeholder management and planning and prioritisation

● Evidence of analytical thinking and ability to interrogate and interpret data from multiple sources

● Experience of dealing with complexity and ambiguity

Desirable skills/experience you may have

● Experience of succeeding in a role which has equipped you with a broad understanding of the workings of the Partnership

● Understanding of the BTR industry

● Experience of managing operational activity and/or overseeing change programmes

● Experience of cross functional working and managing supplier relationships, and working with third party providers

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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.