About the role
As Customer Performance Lead, you will be the driving force of a data-driven culture within the Waitrose Customer department to maximise ROI while understanding the role of both long-term and short-term brand campaigns. This role will ensure that, through appropriate processes and influence, key Customer activities have relevant performance targets in place for monitoring, reporting, and enhancement by SMEs with your support as needed. You will partner with our media mix modelling agency (Transunion) to generate regular recommendations on return on investment (ROI) and support the Head of Customer Planning and Finance partner in managing the Customer budget to ensure optimal ROI. Additionally, you will lead our new agency evaluation process as part of our culture of target setting and evaluation.
Key responsibilities
1. Lead measurement and evaluation processes for the Customer department, including target setting and post-campaign analysis, requiring effective stakeholder management and influence.
2. Manage our relationship with Transunion, overseeing the MMM service and driving operational efficiencies from data insights.
3. Support budget management and long-term planning in collaboration with the Head of Customer Planning and Finance partner, including business case development for new opportunities.
4. Lead the agency evaluation process across Waitrose Customer & external agencies, managing projects and influencing stakeholders to improve processes and outcomes.
Essential skills/experience
* Strong analytical skills with experience deriving insights from data for decision-making.
* Senior stakeholder influencing skills.
* Experience establishing measurement processes.
* Knowledge of insight and financial measures.
* Proficiency with data visualisation tools like Tableau.
* Experience in process improvement and planning.
* Understanding of marketing channels.
* Budget management experience.
Desirable skills/experience
* Knowledge of marketing attribution.
* Customer segmentation expertise.
* Experience with omnichannel retailing.
* Food retail industry experience.
* Experience executing change and innovation.
* Professional marketing qualification.
About The Partnership
We are the largest employee-owned business in the UK, home to brands like John Lewis and Waitrose. We are driven by our purpose to build a happier world, with a focus on retail excellence, innovation, and diversity. As Partners, we share ownership, success, and responsibility, fostering an environment where everyone can thrive and be themselves.
Important points to note:
Some roles may require pre-employment vetting, including DBS checks and financial probity checks, conducted by a third-party. We encourage quick completion of vetting processes to avoid delays. Early application is advised as vacancies may close early if filled quickly.
We support flexible working arrangements, including flexible or compressed hours, job sharing, or shorter contracts. Discuss your preferences with the hiring manager during the interview.
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