Marketing Lead – Customer Planning
Job Introduction
Selfridges has always been much more than a shop. We’re a social space where everyone is welcome and feels a sense of belonging, a creative playground where culture and commerce collide, and an experimental hub where you can discover the most innovative and sustainable ideas in retail. We’re here to help make the world brighter. And you can be an important part of this. We’ll talk more about the role below, but before we get to that, let’s share with you the good stuff…
Rewards and benefits
Life at Selfridges is dynamic, exciting, and always evolving. As well as working with some of the most cutting-edge, iconic and boundary-pushing brands, designers and creatives, we also offer our team members opportunities to help make a positive difference through our network of communities, both within and outside Selfridges. 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 working remotely
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
Annual travel pass and cycle-to-work schemes
A sustainable car salary sacrifice scheme
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…
Role Responsibility
The Customer Planning Lead role within Selfridges is responsible for planning our marketing acquisition and retention activity across all channels to be aligned across both customer and commercial goals. The position plays a pivotal role in aligning the business in order to better communicate and engage with our customers to improve their experience and our commercial success.
They will collaborate with internal team members and external consumer brand and agency partners to build and maintain a truly customer centric Customer Calendar that reflects market trends, key business priorities and seasonal events. They will then work with the teams to deliver against the plan, measuring success and continually reviewing the opportunities for Selfridges.
As Customer Planning Lead, you will:
- Be inspired by the heritage and creativity of the Selfridges brand and purpose, recognise the opportunity it presents and have the skills and experience to realise this
- Ownership and development of a consolidated Customer Calendar, created via market and customer trends, brand and buyer priorities, new products, brands or category launches, seasonal events and other commercial opportunities
- Cascade and share the detail of the Customer and Marketing plans with cross functional teams
- Build and maintain the omnichannel marketing plan in collaboration with Marketing Leads and wider teams
- Work with Creative and Content teams to co-ordinate a key stories programme across buying, creative, digital, brand and retail.
- 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
- Provide marketing support for top brand partnerships ensuring a customer lens is applied
- Support marketing execution across key events e.g. Christmas, or Beauty launch.
- 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
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.
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