Comms & CRM Operations Manager

As our CRM Operations Manager, you’ll be the bridge between our data and our customers. Your main focus will be building and managing the audience targeting and selections that power our Financial Services marketing, making sure we’re always reaching the right people at the right time.

You’ll be right in the heart of the action—you’ll partner closely with Marketing and CRM Managers on marketing campaigns to turn raw data into actionable insights and clear performance reports. Essentially, you’re our ambassador for personalization; you’ll champion the customer’s perspective and use data to make sure every interaction we have is brilliant, relevant, and effective.

In addition to your contractual pay, any time worked between 22:00 - 06:00 will attract Night Premium at a rate of £5.25 per hour. This will also apply to existing Partners who have enrolled onto Enhanced Hours Premium arrangements.

• Expected Salary - £50,200 - £60,000

• Contract type - This is a fixed term contract until July 2027.

• 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 team meets in the office a minimum 1 day a week to connect and on a more ad-hoc basis to attend key meetings. 

• Location - Pimlico, London

Key responsibilities

CRM Strategy & Growth: Drive marketing CRM strategy to achieve customer acquisition, pipeline growth, and retention targets through audience profiling and customer insight.

Data Integrity: Maintain the accuracy and cleanliness of all data within the CRM platform.

Workflow Automation: Develop and manage audience selections and workflows, identifying opportunities to optimize and automate internal processes.

Data Analysis: Partner with the insight team to perform deep-dive data analysis to optimize marketing activities.

Reporting & Dashboards: Support the development of CRM reporting capabilities and dashboards in collaboration with DI&A and Planning teams.

Campaign Delivery: Collaborate with stakeholders to execute a 1:1 communications calendar, including trigger-based, lifecycle, and reactive messaging.

Personalization & SQL: Leverage SQL and platforms like Salesforce DESelect/Data 360 to extract and manipulate large datasets for personalized content delivery.

Operational Coordination: Manage CRM operational requests and lead the subsequent planning and delivery of responses.

Process Documentation: Maintain comprehensive process documentation and ensure adherence to industry best practices.

Essential skills/experience you’ll need

• CRM Expertise: Proven experience managing high-volume, multi-channel campaigns for a major consumer brand (Retail, FMCG, or Financial Services preferred).

• Technical Proficiency: Hands-on experience with top-tier ESPs (Salesforce Marketing Cloud preferred) and audience tools like DESelect or Data360 (or equivalent) .

• Data & SQL: Intermediate SQL skills with a strong background in database segmentation and complex data extraction.

• Strategy & Targeting: Skilled in designing and managing dynamic email and DM campaigns from targeting through to fulfillment.

• Analytics: Proficient in monitoring campaign performance and using reporting tools like Tableau or Power BI.

• Communication: Ability to translate complex technical data into clear, actionable insights for senior stakeholders.

Desirable skills/experience you may have

• Regulated Industry: Experience working within Financial Services or a similar regulated environment.

• Personalization: Hands-on experience with recommendation engines and personalization tools.

• Omnichannel Strategy: A solid understanding of how to drive and influence customer behavior across multiple channels.

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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. 

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