Customer Planning Lead (FTC)

Role Responsibility

The Customer Planning Lead role within Selfridges is responsible for planning our marketing activity across all channels aligned to customer and commercial goals.  The position plays a pivotal role in aligning the business to better communicate and engage with our customers to improve their experience, deepen our relationships with them and achieve our Customer 121 strategic goals. ​

They will collaborate with internal team members and external consumer brand and agency partners to build and maintain a truly customer centric Master Calendar that reflects market trends, key business priorities and seasonal events. Managing a team to build the plan, they will then work with wider teams to deliver this, measuring success and continually reviewing the opportunities for Selfridges.​

This role is a 12 month FTC, we are looking for someone to start asap. 

As Customer Planning Lead, you will:​

• Own and develop a consolidated Master Calendar, created via market and customer trends, creative concepts, brand and buyer priorities, new products, brands or category launches, customer experiences, seasonal events and other commercial opportunities​

• Cascade and share the detail of the Master Calendar with cross functional teams via various meetings. Continue to roll out and imbed  the calendar across all areas of the business​

• Plan content based on the master calendar priorities and requirements, creating key stories across categories. Work with channels, digital, opti, UX on how to distribute the content ​

• Own and develop the Integrated Customer Calendar detailing channel plans and daily cadence of messaging, working with channel teams to deliver ​

• Build and maintain omnichannel campaign marketing plans in collaboration with wider teams. Be the lead for marketing execution across key events e.g. Christmas, Beauty launch, cornershops​

• Provide marketing support for top brand partnerships ensuring a customer lens is applied​

• Develop the customer communication strategy across all channels and ensure the plans are aligned to maximise customer targets to moments and to channels. Plan effectively the audience and customer targeting approach for each channel in collaboration with the Marketing and Channel Leads​

• Work with analysts to develop appropriate success reporting and metrics to assist in determining investment and assessing its effectiveness – both in the short and long-term

• Work with Insights team to maintain market and competitor knowledge​

• Promote an agile, collaborative way of working cross-functionally, able to positively influence within a matrix environment in order to drive performance and improve success of cross-function collaboration;​

• Develop individuals through effective feedback and coaching, both ad hoc and through formal processes such as P&D reviews;

The Ideal Candidate

• A brand fan – with belief in our goal to reinvent retail and create a sustainable future​

• A customer first advocate – with passion to understand them intricately and champion the voice within the business​

• Innovative, knowledgeable and passionate about all things Customer, Marketing (all channels), and CRM, you’ll bring both significant external market insights and competitor knowledge, utilising both to drive new and unique communications and experiences for our customers;​

• Exceptionally organised, you’ll be confident in co-ordinating multiple stakeholders ​

• High analytical with a passion for insight, you’ll have deep expertise within data, ROI and customer metrics, whilst also having a strong appreciation of creative excellence​

• Focused and self-motivated. You continually strive for excellence with the ability to develop and implement strategic plans while considering the bigger picture​

• Highly organised and proactive, with the ability to manage pressing and competing deadlines. As well as adept at managing the challenges of multiple marketing channels, ​

• Passionate and confident to communicate with all levels of the organisation and external partners​

• A living example of our values, a trusted and respected colleague.

About the Company

Rewards and benefits 

Here are just a few of our rewards and benefits that help make our team experience that bit more extraordinary. 

• Flexible working options to benefit you, your family and your wellbeing that can include part-time, flexi-time, job sharing or hybrid working

• Generous annual leave that increases with length of service 

• Up to five paid volunteering days – from beach cleans to co-ordinating food and clothing donations 

• Family leave that suits your set up including Maternity, Paternity, Adoption, Surrogacy and Shared Parental leave policies 

• Defined pension contribution scheme  

• Generous bonus and/or commission scheme  

• Enviable team member discount including sale previews and double discount days 

• Exclusive local discounts on a range of restaurants, bars, beauticians and entertainment 

• Subsidised gym memberships  

• A sustainable car salary sacrifice scheme (subject to eligibility criteria)

• Several internal communities to get involved in from our Diversity Board and Green Warriors who are leading the charge on D,E&I and sustainability, to the Wellbeings who are always thinking of new ways to champion healthy minds, bodies and routines for our team members 

• Workplace Options, our confidential team member assistance programme for when life gets tricky or you need a little guidance 

• Access to a wide range of training programmes to help your career development 

Read on to find out how you can play your part in Reinventing Retail… 

Everyone is welcome 

Selfridges is a place where we want everyone to feel a sense of belonging. We embrace every self and are committed to cultivating a diverse and inclusive working culture. We are leading with purpose to not only increase the visibility and recognition of under-represented talent within our organisation, but the wider industry too. Here at Selfridges, everyone is welcome – irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all.   

To ensure every feels welcome, we offer support at every stage of the application and interview process.  Should you need it, please let your recruitment contact know and they will be more than happy to help.

Our awards cabinet  

We’re not ones to brag, but since you asked...Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign. We were also recognised as a ‘Best 25 Big Company to Work For 2020’ as awarded by The Sunday Times. 

Selfridges