Customer Planning Lead Process & Governance

Job Type Comms and Marketing
Location London - Victoria
Partnership Level 5
Closing Date 31/07/2021
Vacancy Type Permanent
Salary £69,300.00 - £97,200.00
Salary Frequency Annual
Hours of Work 35


What's the role about?

John Lewis is seeking an experienced individual to join the newly formed Customer Planning and Performance team. This role will build the process and governance framework and will be responsible for owning and driving the annual/seasonal planning processes and governance for the Customer team, ensuring that activities and budgets all ladder up to meet key customer and commercial objectives of the business.  

Through your Profession you will have the opportunity to develop and stretch personally and professionally to achieve your potential.

What you’ll be doing:

  • Own the customer plan and priorities and any changes to this plan

  • Own the annual/season planning process for the Customer team ensuring all teams are clear on priorities and that messages and objectives are coordinated and activities are resourced

  • Work in conjunction with other internal departments to ensure their areas plans are prioritised and incorporated into the Customer plan

  • Work with the insights and analytics teams to understand consumer and competitor trends to ensure this is reflected in our planning

  • Define, establish and evaluate opportunities to define and improve our key performance metrics and audience planning for the Customer plan

  • Support on the submission for the annual capital plan ensuring this ladders up to key customer targets

  • Run the key Customer governance meetings from the Innovation Group for new ideas through to change control process and resource allocation forums for existing plans

  • Own the marketing budget and allocation of budget to ladder up to key performance metrics and provide monthly updates to Director of Customer

You will be leading a team in a manner consistent with the John Lewis leadership values, driving a partnership ethos within the team and ensuring that they are motivated, collaborative and high performing.

Appreciate what different life experiences bring to the Partnership and the value this adds to unbiased and smarter decision making.  This will include creating the conditions for all Partners to thrive, make their best contribution and achieve their potential and enable the conditions for Partner opinion to be heard and acted upon. Setting the tone, context and outcomes for the team with the voice of the customer at the heart and taking responsibility for actively engaging with change.

Acting in accordance with the Partnership’s purpose and democratic principles, constructively participating in co-ownership, and demonstrating to customers and each other that it is a better way of doing business. Share your knowledge, experiences, ideas and opinion to improve the Partnership, speaking honestly and frequently.

This is an opportunity to Invest in your personal and professional development to achieve your potential, by doing more, doing better, or doing different. Continuously engaging with and actively contributing to your Profession.

What you’ll have:

  • Extensive experience of leading and improving process and planning within a customer marketing function

  • Experience of driving annual and quarterly planning process throughout an organisation

  • Strong project management

  • Good working knowledge of Marketing channels and audience planning

  • Experience of setting customer marketing and performance metrics

  • Budget management

  • Leading cross-functional projects

What else you could bring:

  • Planning experience in large marketing organisation

  • Substantial marketing experience in a high profile multi-channel consumer brand.

  • Executing change and innovation

  • Omni channel retailing

  • Professional Marketing qualification

  • Educated to degree level

Additional Information:

We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible. The application form consists of a CV upload, an online test 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. We have a number of different ways to work flexibly so at your interview feel free to talk about what flexibility means to you. There are no guarantees, however, it may open the door to not only a new role but a new way of working.



We positively celebrate Diversity & Inclusion in the John Lewis Partnership. Our aim is to become the UK’s most inclusive business - for our Partners and for our customers, reflecting and connecting with the diverse communities that we serve. We want people from all walks of life to feel valued for their individuality, thrive in our business and share a sense of belonging. To find out more about D&I in the John Lewis Partnership click here -


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