Customer Experience & Marketing Manager

at  John Lewis Partnership

• Expected salary - £53,000 - £70,000 (dependent on experience)
• Contract type - This position is a permanent contract.
• Working pattern/flexible working - The Partnership has adopted a hybrid working approach meaning you’ll be able to work a mixture between the office and home based upon your personal needs whilst balancing the needs of the business. The Build to Rent Head Office team aims for 1-2 days a week in the office to connect and on a more ad-hoc basis to attend key meetings.
• Location - This role is based at our Pimlico Head Office with occasional travel to our Build to Rent sites.
• Interviews - Once you’ve submitted an application, the next steps of the process, if successful, are likely to include a virtual interview to be held on 18th or 19th February.

ESSENTIAL SKILLS/EXPERIENCE YOU’LL NEED

• In depth understanding and experience of cross channel marketing
• Experience of developing and owning a marketing strategy. Including evidence of developing creative ideas, working with content leads to produce assets and deliver marketing initiatives
• Experience of CX strategic design through to operational implementation
• Evidence of customer orientation, effective stakeholder management and planning and prioritisation
• Evidence of analytical thinking and ability to interrogate and interpret data from multiple sources
• Experience of dealing with complexity and ambiguity

DESIRABLE SKILLS/EXPERIENCE YOU MAY HAVE

• Experience of succeeding in a role which has equipped you with a broad understanding of the workings of the Partnership
• Understanding of the BTR industry
• Experience of managing operational activity and/or overseeing change programmes
• Experience of cross functional working and managing supplier relationships, and working with third party providers

• Collaborating with the Insight team to develop and measure customer metrics to drive continuous improvement, working with key stakeholders including site teams to deliver sustainable change.
• Working diligently with a wide group of internal stakeholders, alongside developing relationships with key third parties to build,drive and deliver a market leading customer experience.
• You will shape the design of new BTR schemes, so that the customer experience is considered as an integral part of the building structure and in line with customers’ expectations of the JLP Brand.
• You will develop and deliver a marketing strategy for existing and new BTR sites to attract and retain residents.
• You will be accountable for the development and performance of marketing initiatives to address specific business or customer objectives. You will use the marketing strategy to create the brief and be accountable for every element of delivery and measurement.
• You will be responsible for planning, implementing and evaluating marketing activities in order to increase awareness of the JLP BTR brand and the associated changes in customer behaviour in order to fulfill the marketing strategy.
• You’ll be highly organised, highly motivated and adept in working with insight and customer segmentation. You will relish working in a new business area and be adaptable to changing circumstances.