CRM Senior Executive

About The Role

Thank you for your interest in our CRM Senior Executive position. As a Senior CRM Executive you will be responsible for the development and delivery of CRM communications for Waitrose across email, push notifications, SMS, Door Drop and direct mail. You will help to ensure that all direct communications are customer-centric, personalised, and aligned to commercial and brand objectives. You will be comfortable working at a fast pace and collaborating with multiple stakeholders across Marketing, Trading, Content and Data to deliver a jam-packed CRM campaign calendar. This includes planned and reactive marketing emails, MyWaitrose member communications, trigger-based emails, life-cycle programmes and transactional comms. You will be responsible for the end-to-end deployment process for email communications, from briefing data selections and internal creative teams, to building, proofing and scheduling sends within the Salesforce platform, all managed with exceptional attention to detail and accuracy. You will champion CRM technology and advances, seeking out test and learn opportunities and developments within Salesforce, our campaign management tool. You will be willing to undertake training and upskilling to become a Salesforce Marketing Cloud expert, encouraging the full adoption of the tool and its functionality. You will be creative and data-driven in equal measures, developing compelling, inspirational direct marketing briefs that drive strong engagement and commercial performance. You will monitor and report on campaign performance and Key Performance Indicators to drive insight and continuous improvement, as well as completing weekly reporting to share with senior stakeholders.

At a glance:

• Salary: £35,000.00 - £55,400.00 per annum
• Expected salary: £35,000 - £40,000 per annum
• Contract type: This is a permanent position
• Hours and location of the role:
• 35 hours per week
• Your home location will be our Bracknell Head Office
• 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 attend the office once a week to connect and attend key meetings on more of an ad-hoc basis
  

Key responsibilities:

• Supports the CRM Managers to plan, develop and execute direct CRM campaigns in line with commercial and brand objectives
• Collaborates with multiple teams across the business (including wider marketing, trading, content and design, data and Salesforce) and coordinates these teams to ensure the efficient and timely deployment of all campaigns
• Responsible for the end-to-end deployment process, including but not limited to: email, push notifications, Message at Till, DM, Banking Cashback, App and on-site personalisation
• Acts as a guardian to our brand, developing inspiring direct marketing content to make our customers love us
• Constructively challenges copy and email design to drive strong engagement and commercial performance
• Ensures all CRM activity is personalised and relevant to the target audiences. Works closely with CRM analysts to identify opportunities within the marketable database
• Undertakes analysis and discovery to take new CRM journeys from ideation to delivery. Sets up new automated campaigns reflective of customers’ lifecycle stage and engagement patterns and monitors performance
• Delivers regular analysis, diagnosis and KPI reporting to drive continuous improvements in results and productivity. Comfortable pulling data from multiple sources and constructing commentary
• Develops subject matter expertise for CRM, including understanding best practice for email, direct mail, push notifications and SMS
  
  

Essential skills and/or experience you’ll need:

• Experience in executing dynamic email and direct marketing campaigns across various channels
• Familiar with Salesforce Marketing Cloud and comfortable building, proofing and deploying emails in the platform - other equivalent ESP experience will be considered
• CRM experience working on a high profile multi-channel consumer brand with a sizable customer database
• Good understanding of how digital marketing channels integrate with CRM and vice versa
• Good understanding and experience of driving omnichannel customer behaviour
• Experience in managing multiple stakeholders at senior levels, and strong influencing skills
• Ability to balance between customer insights and commercial outcomes
• Good planning, presentation, prioritisation skills
  
  

Core skills:

• Attention to detail, strong analytical ability, excellent stakeholder management, planning and prioritisation, proof-reading/spelling & grammar
  
  

Desirable skills and/or experience you may have:

• Salesforce Marketing Cloud Email Specialist qualification would be advantageous
• Previous Grocery, Retail and digital marketing experience
• Using and writing AMP Script
• GA4, Intermediate Excel, basic HTML, data management and targeting, design testing
• Executional experience of Personalisation/recommendations tools
• Good understanding of driving omnichannel customer behaviour
  
  

About 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 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.