Senior CRM Manager
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Description Our Purpose Working in Partnership for a happier world - our shared Purpose that guides us in everything we do and inspires 3 important principles; happier people, happier business, happier world. The John Lewis Partnership is a truly unique business, one that seeks to make a positive difference to the lives of everyone. JLFS - John Lewis Financial Services John Lewis Financial Services provides a suite of consumer banking and insurance products to over 2 million customers in the UK. Last year we set out an ambitious 5 year investment strategy to grow and offer a more distinct and differentiated set of products significantly accelerating the Partnerships growth which means there has never been a more exciting time to join us. About the role 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 also 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 . Key Accountabilities 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. Setting processes that make the most of data capture opportunities. Responsible for both strategic collaboration and day-to-day management with external CRM agencies, in-house design team and Insight & Analytics teams to support the delivery of 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 encouraging development of self and others, cultivating a collaborative and motivated team environment. Known for subject matter expertise in CRM and data enablement and acting as a consultant to the wider business, embedding best practice across John Lewis Financial Service s . Upskill wider marketing department and peerset in CRM and digital. Essential skills Experience working in Financial Services and/or within a start-up environment Significant B2C CRM experience leading a team to plan and execute in-life comms across email, direct mail and app . Experience working with Salesforce Marketing Cloud and Adobe/Google Analytics Ability to manage multiple stakeholders at senior levels , and excellent influencing skills Ability to balance customer insights and commercial outcomes. Analytical mindset Experience and passion for coaching and developing others. Desirable Skills Qualifications or professional experience of 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 holiday, plus public and bank holidays - Defined Contribution pension scheme where your contributions will be matched by the Partnership (up to 8% of pay) and, after three years' service, you'll receive an additional Partnership contribution of 4% of pay, regardless of whether you pay in or not - You'll get Partnership discount in store and online once you complete Probation. That's 25% off in John Lewis & Partners (12% off electrical products) and 20% in Waitrose & Partners. You'll also be able to nominate someone you live with to share your discount - Simple cycle to work support scheme - We're really proud of our exclusive hotels based in some of Britain's most beautiful areas and once you've been with us for three months, you're welcome to explore them. Find out more about our hotels here - Learn more about our Benefits structure, visit - https://www.jlpjobs.com/about/benefits/ Next Steps The application process consists of CV upload, followed by application questions. Please visit - https://www.jlpjobs.com/how-to-apply/journey/ to understand more about application and hiring process Visit - https://bit.ly/JLFS-DrivenbyPurpose & https://www.johnlewisfinance.com/ to know more about our Work culture and FS offerings Internal applicants - please copy paste this link to your browser for job outline - https://bit.ly/SrCRMMgrFS We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible. #LI-HEADOFFICE #LI-LS1 Duties and Responsibilities - Assessments potentially to begin from w/c 19th April 2023 - Follow us on LinkedIn to receive latest updates - https://www.linkedin.com/company/john-lewis-partnership/about/ At the John Lewis Partnership, we embrace our differences. We want you to be you. Because, well, we know you're at your best when you're free to be yourself. Being a truly inclusive employer to us means creating an environment which celebrates your contribution, regardless of age, gender, race, ethnicity, disability, sexual orientation, social background, religion or belief. It's why we've set our own aim to become the UK's most inclusive business - for our Partners (employees) and our customers. We firmly believe that our future success lies in diversity of thought from all Partners and it's integral in our mission to build a happier world. We welcome applications from everyone interested in working for us. And, once you're a Partner, your differences will make all the difference. Find out more about D&I in the Partnership here - https://www.jlpjobs.com/about/diversityandinclusion/