About the role

As Customer Performance Lead, you will be the driving force of a data-driven culture within the Waitrose Customer department to maximise ROI while understanding the role of both long-term and short-term brand campaigns. This role will ensure that via both the right processes and influencing, key Customer activity has relevant performance targets in place so that activity can be monitored, reported on and enhanced by SME’s with your support as appropriate. This role is the key leader who partners with our media mix modelling agency (Transunion) in the process which generates the outcome of regular recommendations on the return of our investment. (Return On Ad Spend)

This role is key to supporting the Head of Customer Planning and Finance partner in the management of the Customer budget both in year and during business planning, to ensure the optimal ROI for the business.

As part of the culture of target setting and evaluation, this Partner leads our new agency evaluation process.

• Expected salary - £70,900- £100,000

• 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 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 Bracknell Head Office. 

Key responsibilities 

Lead measurement and evaluation process for the Customer department, getting stakeholders on board in target setting as part of scorecards to ensure we always execute post campaign analysis. Requires adept stakeholder management and influencing. It leads the Customer department's inputs into monthly board-level reviews. 

Be the accountable owner of our relationship with Transunion, who deliver our MMM (media mix modelling) service and is responsible for the end-to-end process. Drive operational efficiencies from the data we get from MMM. This will mean working with and influencing multiple stakeholders across the Customer department and Pan Partnership. 

Support the Head of Customer Planning and our Finance partner in leading the monthly management of the customer budget with all channel stakeholders, as well as supporting in the longer term business planning process inputs from Customer. Leads (or supports, depending on the scenario) business case development for extra opportunities. 

Lead contact for the agency evaluation process across Waitrose Customer & external agencies (Greengrass lead intermediary). Requires skilled project management capabilities to keep on track. Influences key stakeholders with Customer Leadership team and agency directors to navigate key complex issues and drive any required improvements. 

Essential skills/experience you’ll need 

• Highly analytical skillset with experience gathering insight from data to assist decision-making 

• Senior stakeholder influencing 

• First hand working knowledge of establishing measurement processes 

• Extensive experience in working with Insight and Financial measures 

• Using data visualisation tools, such as Tableau, to make data informed decisions 

• Extensive experience of working with and improving process and planning 

• Good working knowledge of marketing channels 

• Managing budgets 

Desirable skills/experience you may have

• Knowledge of marketing attribution 

• Knowledge of customer segmentation 

• Omnichannel retailing 

• Food retail experience 

• Executing change / innovation 

• Professional marketing qualification

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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 (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 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. 

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