CRM Manager - Waitrose & Partners
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This role is due to start mid January 2026. As a CRM Manager you will be responsible for planning, developing and optimising CRM communications for Waitrose across channels including email, push notifications, direct mail, SMS, door drop and in-app to meet commercial, customer and brand objectives. You will leverage CRM data and insights, technologies and best practice while working with teams across the business including Online, Planning, Product, Digital and Content. You will support the delivery of the Waitrose Customer strategy, planning and delivering personalised customer journeys and delivering against commercial targets. You will oversee a test and learn approach, driving innovation and optimisation across all activities. You will be the main point of contact for key stakeholders, coordinating requests, planning responses, influencing roadmaps and identifying areas for collaboration. This role reports to the Senior CRM Manager.
* Full Partnership Salary Range - £45,000- £71,000 (Internal applicants follow Partnership Secondment Policy)
* Contract type - Secondment / Fixed Term
* Working pattern - Hybrid: mix of office and home-based, with about 1 day per week in the office for the CRM team
* Location - Waitrose Head Office campus, Bracknell. Travel costs to the office are the candidate's responsibility; no travel allowance is provided.
Key Responsibilities
* Plan and deliver a bespoke CRM communications plan across channels to support customer, marketing and trading priorities, meeting commercial and engagement KPIs
* Oversee day-to-day CRM calendar operations, ensuring timely execution, quality, and cross-team collaboration
* Use customer and campaign insights to identify opportunities, guide strategic decisions and continuously improve channel performance; represent the CRM channel to senior stakeholders
* Champion a test-and-learn approach to refine messaging, targeting and creative
* Drive processes for efficiency and continuous improvement
* Understand broader business challenges and deliver CRM initiatives with commercial impact
* Build strong relationships with stakeholders across the business to enable delivery of CRM and Customer strategy
* Collaborate with other marketing channels to ensure alignment and leverage cross-channel opportunities
* Stay up to date with industry trends, tools and advancements
Essential Skills / Experience
* Marketing or business-related degree or equivalent experience
* Strong CRM planning and delivery of CRM campaigns
* Experience with Salesforce Marketing Cloud
* Experience in planning, designing, targeting and managing complex dynamic CRM campaigns
* Strong commercial awareness; able to analyse data and draw insights for customer-first recommendations
* Experience in forecasting
* Excellent attention to detail with strong prioritisation to manage multiple projects in a fast-paced environment
* Confident managing multiple senior stakeholders with strong influencing skills
Desirable Skills / Experience
* Previous retail industry experience
* Google Analytics experience
About The Partnership
We’re the largest employee-owned business in the UK, home to John Lewis and Waitrose. We focus on ownership, collaboration and delivering exceptional retail experiences. We support flexible working where possible and value work-life balance.
Important notes
Some roles require pre-employment vetting (which may include DBS checks). DBS checks will be carried out by a third-party body and financial probity checks may be required for some roles. Some vacancies may close early if there is high application volume. If you require adjustments to complete your application due to a disability, please contact us early in the process.
We encourage you to apply early. If needed, discuss flexibility with the hiring manager during interview.
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