Customer Planning Senior Manager

Here at the John Lewis Partnership, we are looking for a Customer Planning Senior Manager. In this role, you’ll own the rolling customer plan, shaping how John Lewis brings its biggest customer and business priorities to life through marketing. Working across brand, trading, category, media and channel teams, you’ll connect the dots, focus effort and investment where they can make the greatest difference, and give teams a clear plan to deliver. It’s a role with a broad view of the business and real influence over the marketing customers see throughout the year.

If you enjoy bringing clarity to complex plans, can confidently balance competing priorities and have line management experience, which is essential, this is the perfect role.

• Salary - £55,500.00 - £88,500.00 
• Expected salary up to - £75k depending on the experience you would bring to the role
• Contract type - This position is a Permanent opportunity
• 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 Customer Planning team aim for around two to three 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 London Head Office campus in Pimlico.  
• Interview Dates - from week commencing 2/11/26

Key Responsibilities

In this role you will be responsible for owning and orchestrating the rolling customer marketing plan, bringing together customer, brand and commercial priorities and translating them into one clear, prioritised and deliverable plan across future planning horizons.

You will work across Strategy, Brand, Commercial, Trade Marketing, Media, Channels and C&C to ensure we are planning the right activity, in the right order, with the right resource. Owns prioritisation, planning governance and forward resource planning, ensuring the plan remains aligned to strategy and is commercially and operationally realistic.

Essential skills/experience you’ll need

• Experience in customer planning, integrated marketing planning or campaign planning within a complex organisation
• Strong understanding of how customer, brand, commercial, trading and marketing planning interact
• Proven experience bringing multiple business inputs together into one coherent, prioritised plan
• Demonstrable experience making prioritisation decisions and managing trade-offs between competing stakeholders
• Strong experience of forward planning, critical-path management and resource/capacity planning
• Experience working across complex matrix teams and influencing senior stakeholders without direct authority
• Comfortable operating in a fast-paced retail environment with changing commercial priorities
• Strong understanding of brand strategy and how this translates into customer-facing activity
• Experience establishing or improving planning governance, processes and ways of working
• Confident using customer insight, commercial performance and other data to inform planning and prioritisation decisions
• Strong people leadership/coaching capability

Desirable skills/experience you may have 

• Professional marketing qualification
• Experience designing or embedding new planning processes, governance or operating models
• Experience using planning/workflow tools to create visibility of activity, dependencies and resource

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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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