Description

Closing Date: 16-Apr-2024

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 - This position is a 12 month Fixed Term contract
Working pattern/flexible working - This is a blended working role, therefore your time will primarily be split between working from home and the London Head Office. However, there will also be an expectation to visit other locations as the need arises.
About the role:
A great opportunity for a Comms Manager to join the Communications team within John Lewis Financial Service.
As the Comms Manager you will be responsible for planning, developing and optimising communications for John Lewis Financial Services, managing campaigns from creative brief through to approvals, on-going optimisations and performance reporting against defined benchmarks.
You’ll be an ambassador for personalisation, championing the customer and delivering thoughtful and inspirational communications that engage our customers.
You will play a key role in supporting the delivery of John Lewis Financial Services strategy and transformation.
Key responsibilities:
Delivering the CRM trading sales targets by managing newsletters, trigger emails and continuously testing new and innovative campaigns and opportunities. But you will also assist the ambition to increase Customer Lifetime Value by delivering personalised customer lifecycle journeys (Welcome, Onboarding, Growth, Retention) across CRM and Loyalty comms.
Being the key interface with peers in marketing, trading and the wider John Lewis Finance Services team, coordinating requests and planning responses.
Ensuring that yourself and the team of Comms/CRM executives have all the information required to deliver brilliant campaign activity. You will foster a collaborative culture to deliver exceptional results.
Analysing data, identifying opportunities to improve engagement and commercial performance, and will be comfortable sharing recommendations with the team.
What will you be doing?
Deliver a bespoke communications plan to support customer, marketing and trading priorities, that meets commercial and engagement KPIs.
Collaborate with wider Comms/CRM and loyalty teams to deliver holistic programmes across all Comms/CRM outcomes.
Take accountability for overall performance 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 contact and personalisation strategies
Work 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 the John Lewis Financial Services Strategy.
Work closely with the wider Comms/CRM & Loyalty team to align on both bespoke marketing campaign optimisations, as well as end to end customer journeys and trigger strategy/comms.
Collaborate on strategic tests and learn to efficiently manage testing and continuous improvement of activity.
Deliver regular analysis, diagnosis and KPI reporting to drive continuous improvements in results and productivity.
Work closely with the Analytics & Insight team to deliver a view of performance and customer insight for initiatives.
Contribute to the development of an enriched and growing marketable customer database.
Act as a subject matter expert and consultant to the wider business on
Comms/CRM and data-driven marketing, embedding best practice across all workstreams.
Management of budgets, tracking expenditure against the budget and driving efficiencies to maximise ROIs and customer KPIs.
Liaise with internal finance teams and planning, as well as external suppliers.
Responsible for driving forward self-service initiative with Salesforce to ensure the team has the necessary tools and resources to deliver email activity in-house
Essential skills you’ll need:
CRM experience working on a high profile multi-channel consumer brand with a sizable customer database.
Solid experience in designing, targeting and managing complex dynamic Email and DM campaigns, working with email service providers, data teams and fulfilment houses.
Strong commercial awareness with accurate forecasting and cost control.
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 you’ll have:
Qualifications or professional experience of CRM & Digital Marketing, Personalisation, Digital Transformation, Customer Segmentation
Previous Retail, Financial Services or highly regulated organisation and digital marketing experience
Good understanding of how digital marketing channels influence CRM and vice versa
Good understanding of driving omnichannel customer behaviour
Benefits of the Partnership and the role:
💻 - Hybrid Working.
🏖️ - Full - time working holiday entitlement 25 days holiday, plus public and bank holidays (this is pro-rated for part time hours).
⚖ - 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 your Earning Membership period. That’s 25% off in John Lewis (12% off electrical products, some exclusions apply) and 20% in Waitrose (some exclusions apply) 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 -https://www.jlpjobs.com/about/benefits/