About the role Salary: £53,000 - £85,000 Contract type: 12 month Secondment/Fixed Term - to March 2026 Interviews: virtual w/c 17th March Location: This role is based at our Bracknell Head Office In this role, you will be responsible for shaping and executing the CRM comms strategy across all direct marketing channels to deliver personalised customer journeys that meet defined commercial, customer and brand objectives. As a CRM Senior Manager you will be passionate about customers, data and an ambassador of personalisation. You will play a key role in supporting the delivery of the Waitrose Customer strategy and transformation. You’ll lead the team in their ambition to keep customers shopping and loyal to Waitrose, inspiring our customers and ensuring we minimise churn. Alongside working closely with our agencies to leverage their expertise to push the boundaries. You will lead in delivering the trading sales targets through newsletters, trigger emails and continuously testing new and innovative campaigns and opportunities. But you will also lead the Waitrose ambition to increase Customer Lifetime Value by delivering personalised customer lifecycle journeys (focusing on Retention & Win-back) across CRM comms. You will have 2 direct reports. Please see a full job description attached to this advert. Essential skills/experience you’ll need Managing a CRM team, coaching and developing individuals Solid CRM experience working on high profile multi-channel consumer brand with sizeable customer database. Solid experience in designing and running CRM / email / direct marketing / app marketing campaigns. Setting and delivering enterprise level and automated Personalisation strategy Strong commercial awareness with accurate forecasting and cost control. Strong understanding and experience of driving omnichannel customer behaviour Successfully manages multiple stakeholders at senior levels, and excellent influencing skills Ability to balance between customer insights and commercial outcomes Planning and prioritisation Analytical mindset Thanks for your patience in the meantime and for showing an interest in joining JLP. For internal use only: LI-JLPWTR LI-HEADOFFICE LI-LB2