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View more categories | View less categories | Sector: Retail and Wholesale | Role: Manager | Contract Type: Permanent | Hours: Full Time
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, via both the right processes and influencing, key Customer activity has relevant performance targets in place so that activity can be monitored, reported on, and enhanced by SMEs with your support as appropriate. This role is the key leader who partners with our media mix modelling agency (TransUnion) to generate regular recommendations on the return of our investment (Return On Ad Spend). It is also crucial in supporting the Head of Customer Planning and Finance partner in managing the Customer budget both in year and during business planning to ensure the optimal ROI. Additionally, this partner leads our new agency evaluation process as part of our culture of target setting and evaluation.
* Expected salary: £70,900 - £100,000
* Contract type: Permanent
* Working pattern/flexible working: The Partnership has adopted a hybrid working approach, allowing a mix of office and home-based work, typically around 2 days a week in the office for connection and ad-hoc meetings.
* Location: Bracknell Head Office
Key responsibilities
* Lead measurement and evaluation processes for the Customer department, including target setting and post-campaign analysis, requiring adept stakeholder management and influencing skills.
* Manage our relationship with TransUnion, responsible for media mix modelling (MMM), driving operational efficiencies from MMM data, and influencing stakeholders across the department and partnership.
* Support the monthly management of the customer budget with channel stakeholders and contribute to long-term business planning, including developing business cases for new opportunities.
* Lead the agency evaluation process, managing projects and influencing stakeholders to navigate complex issues and implement improvements.
Essential skills/experience
* Highly analytical with experience in data insight for decision-making.
* Senior stakeholder influencing skills.
* Experience establishing measurement processes.
* Knowledge of insight and financial measures.
* Proficiency with data visualization tools like Tableau.
* Experience in process and planning improvements.
* Good understanding of marketing channels.
* Budget management experience.
Desirable skills/experience
* Knowledge of marketing attribution.
* Understanding of customer segmentation.
* Experience with omnichannel retailing.
* Food retail experience.
* Experience in executing change and innovation.
* Professional marketing qualification.
About The Partnership
We're the largest employee-owned business in the UK, home to John Lewis and Waitrose. We foster a culture of ownership, innovation, and inclusivity, aiming to build a happier world. We value kindness, respect, and diversity, encouraging everyone to thrive and grow both personally and collectively.
Important points to note
Some roles may require pre-employment vetting, including DBS checks, which will be communicated during recruitment. We recommend applying early as vacancies may close early due to high interest. We support flexible working arrangements, including flexible hours, job sharing, or shorter contracts, to promote work-life balance. Please discuss these options with the hiring manager during your interview.
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