CRM Manager Ecommerce

Job Type Comms & Marketing
Location Bracknell Campus
Partnership Level 7
Closing Date 23/07/2024
Vacancy Type Temporary
Salary £42,700.00 - £64,000.00 Annual
Salary Frequency Annual
Hours of Work 35

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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 it is possible to do so. Please discuss this further with the hiring manager during your interview.

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.

At a Glance

  • Contract Type: Secondment/Fixed term contract until February 2025

  • Location: Bracknell based with hybrid working with the expectation to come into the office 1-2 days per week

  • Salary Range: £42,700.00 - £64,000.00 per annum

  • Partnership Level: 7


About the role 

We have an exciting opportunity to join our Marketing team as a CRM Manager Ecommerce.

As a CRM Manager you will be responsible for planning, developing and optimising CRM communications for (including On Demand Grocery) across email, direct mail, message at till and push notifications to meet commercial, customer and brand objectives.

You will ensure that all communications are customer-centric, timely and aligned to strategic CRM outcomes. You will be an ambassador for personalisation, championing the customer and delivering thoughtful and inspirational communications that make our customers love us. You will play a key role in supporting the delivery of Waitrose Customer strategy and transformation, including the ambition to increase Customer Lifetime Value.

You will use data and insight to plan and deliver automated & personalised customer lifecycle journeys (including Onboarding, Growth, Retention and Winback), as well as being responsible for delivering against commercial targets. This will include planning a jam-packed CRM calendar, managing planned and reactive marketing emails, trigger-based campaigns and life-cycle programmes. You will oversee and implement a test and learn approach, driving constant innovation and optimisation across all activities.


Key Responsibilities Including but not limited to


Create and deliver a CRM communications plan for to support customer, marketing and trading priorities, that meets commercial and engagement KPIs. Collaborates with wider CRM, loyalty and channels teams to deliver a holistic CRM programme across all CRM touchpoints.

Takes accountability for overall performance of the CRM channel and is able to clearly articulate

performance drivers in weekly trading meetings. (incl. customer engagement and context in performance numbers)

Responsible for the development and delivery of a contact strategy across direct online and offline

channels including but not limited to: email, push notifications, Message at Till, DM, Banking Cashback, App and on-site personalisation

Works collaboratively with key internal and external stakeholders, such as Content, Design, Data, Trading, Marketing and our ESP (Salesforce) to ensure strategic alignment and support for wider Customer Strategy.

Management of budgets, tracking expenditure against the budget and driving efficiencies to maximise ROIs and customer KPIs. Liaises with internal finance teams and planning, as well as external suppliers.


Essential skills you’ll need

  • Proficient using Salesforce

  • CRM experience working on a high profile multi-channel consumer brand with sizeable customer database.

  • Solid experience in designing, targeting and managing complex dynamic campaigns, working with email service providers, data teams and fulfilment houses.

  • Strong commercial awareness with accurate forecasting and cost control.

  • Good understanding and experience of driving online customer behaviour

  • Successfully manages multiple stakeholders at senior levels, and excellent influencing skills

  • Ability to balance between customer insights and commercial outcomes

  • Strong Planning, presentation, prioritisation skills with an analytical mindset


Desirable skills 

  • Previous Grocery/Commerce experience

  • AMPscript - intermediate to advanced

  • Hands on experience using GA4 or comparable analysis tool

  • Executional level of Personalisation / recommendations tools

  • Good understanding of how digital marketing channels influence CRM and vice versa


Benefits of the Partnership and the role: 

  • 🏖️ - Full - time working holiday entitlement 25 days holiday, plus public and bank holidays

  • ⚖ - Excellent work life balance, including focus on well being and flexible working and our marketing leading equal parenthood leave Policy

  • 🐷 - 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

  • 🌱 -  Learn more about our extensive range of exciting benefits that you could enjoy when you join us, visit - 


Next Steps 

  • The application form consists of a Portfolio upload and CV upload followed by application questions. Please ensure you refresh the page each time you complete a task to ensure you complete everything that you need to in time. (If internal, check your Workday notifications and see further guidance on the PDW under "Internal application process").

  • Once you've submitted an application the next steps of the process, if successful, are likely to include a 1st stage interview.

  • You'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you. 

  • Thanks for your patience in the meantime and for showing an interest in joining JLP. 

We occasionally close vacancies early in the event we receive a high volume of applications. Therefore, we recommend you apply early 

You can view a copy of the full job outline here (internal only)

Internal use only




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 -

Attachment: CRM-Manager-L7-JO-template.pdf

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