Posting End Date:

February 9, 2025

Join John Lewis or Waitrose today

If you've ever stepped through the doors of a John Lewis or Waitrose shop, shopped online, or seen any of our adverts, you'll know there's something unique about us.

That unique proposition is our Partners. As co-owners they have a say in our business and receive a share of the profits, so they put time and effort into making it work. Our Partners are the reason we're the success we are. They're our secret sauce; the opportunity for us to differentiate.

Job Summary:

Our Build to Rent team is continuing to evolve here at the John Lewis Partnership, supporting our vision of redefining the UK's private rental sector by infusing a personalised touch, prioritising first-class service, and treating residents as valued customers, not just occupants.

We are now seeking a Customer Experience & Marketing Manager to join our team during this pivotal phase. The role entails developing the customer strategy across various touchpoints, both physical and digital, alongside marketing channels. Your responsibilities will encompass crafting customer journeys, establishing service benchmarks, and articulating a compelling vision for customer experience to ensure outstanding service delivery and measurable outcomes for our Build to Rent proposition.

Job Description:

• 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.

Key responsibilities

• 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.

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

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Pay:

£53,000.00 - £85,000.00 Annual

Scheduled Weekly hours:

35

Worker Type:

Permanent Partner

Job Level:

Partnership Level 6

Hours of Work:

35

At the John Lewis Partnership, we embrace our differences. We want you to be you. Because, well, we know you're at your best when you're free to be yourself.

Being a truly inclusive employer to us means creating an environment which celebrates your contribution, regardless of age, gender, race, ethnicity, disability, sexual orientation, social background, religion or belief. It's why we've set our own aim to become the UK’s most inclusive business - for our Partners (employees) and our customers.

We firmly believe that our future success lies in diversity of thought from all Partners and it's integral in our mission to build a happier world. ? ?

We welcome applications from everyone interested in working for us. And, once you're a Partner, your differences will make all the difference.

Find out more about D&I in the Partnership here.

We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where it is possible to do so. Please discuss this further with the hiring manager during your interview.

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