Comms & CRM Operations Senior Executive

We are introducing a brand new role to our business: a CRM Operations Senior Executive. You will be a key contributor, responsible for developing and managing audience targeting recommendations and selections for our CRM activity across Financial Services.

You will support the CRM Operations Managers by providing actionable customer insights and accurate performance reporting to deliver brilliant CRM activity.

There is an opportunity to grow in the role and longer term, also assist the CRM team with the creation of emails and customer journeys.

In addition to your contractual pay, any time worked between 22:00 - 06:00 will attract Night Premium at a rate of £4.50 per hour. This will also apply to existing Partners who have enrolled onto Enhanced Hours Premium arrangements.

• Partnership Salary - £35,000K - £55,400K is the full payband

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• Expected salary - We are looking for candidates up to the salary of 45K, depending on experience

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• 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 team aim for around 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 London Head Office campus in Pimlico. 

Key responsibilities

• Drive the CRM marketing strategy to achieve customer acquisition, segmentation, retention, and cross-selling targets.

• Design, optimise, and automate audience selection workflows and processes.

• Maintain data integrity and accuracy within the CRM platform.

• Conduct in-depth data analysis and develop CRM reporting and dashboards to optimise campaign activity.

• Leverage data, including use of DE select/Snowflake and basic SQL, to enhance and personalise customer communications.

• Collaborate with stakeholders to deliver the 1:1 CRM campaign calendar (including trigger-based and lifecycle programmes).

• Ensure adherence to best practice by maintaining up-to-date process documentation.

• Provide email and Salesforce support to the CRM team as required (following training).

Essential skills/experience you’ll need

• Working knowledge of CRM strategy, database segmentation, and audience management within a high-profile, multi-channel consumer brand.

• Experience using CRM/audience management tools such as Salesforce Marketing Cloud, Data Cloud, DE Select, or Adobe Campaign.

• Basic experience with SQL (or a similar programming language/code).

• Knowledge of reporting dashboards, including Tableau and Power BI.

• Proven ability to successfully manage multiple stakeholders and concurrent requests.

• Excellent communication and presentation skills, with the ability to effectively translate complex technical matters.

• Ability to balance customer insights with commercial outcomes.

• Experience within a fast-paced industry (e.g., Retail, FMCG, Financial Services).

Desirable skills/experience you may have 

• Understanding of Salesforce Marketing Cloud or other equivalent ESPs.

• Experience in Financial Services or equivalent regulated environment

• Executional experience using personalisation/recommendations tools

• Understanding of automation and trigger setups

• Good understanding of driving omnichannel customer behaviour

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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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