CRM Manager

Role Overview

The CRM Manager will play a pivotal role in developing and executing comprehensive customer relationship management strategies to drive customer loyalty, engagement, and revenue growth. The role will collaborate with cross-functional teams to ensure seamless integration of CRM initiatives across various channels, leveraging data-driven insights to optimize customer experiences.

What You Will Do

The CRM Manager will be responsible for developing the end-to-end CRM loyalty strategy, delivering an absolute best on class loyalty lifecycle programme driven by insight, customer research, data, and personalisation stewardship. They will also project manage the loyalty programs within a matrix framework, building timely and relevant reporting of KPIs and acting on weekly trading rhythm and routines.

Why It Might Be a Fit

The successful candidate will take the lead on delivering the new New Look program across all channels, and with the support of a CRM assistant/Exec will have a ‘hands-on’ approach to this task as well as a strategic one. They’ll be passionate about delivering the best loyalty experience for our customers, whilst also leveraging new technologies in order to drive loyalty and ultimately competitive advantage.

Requirements

• 4+ years experience in a CRM role with a digital focus which demonstrates previous loyalty experience
• Deep experience in driving CRM app strategy and usage with demonstrable results
• A real passion for online fashion retail
• An experienced candidate who is comfortable identifying opportunities to maximise application of customer segmentations
• Passionate about the customer and understand the commercial benefit to be gained via increasing relevancy of communications
• A confident communicator who is able to both influence at senior levels, commercially astute and challenge the norm
• Excellent organisational skills and the ability to prioritise competing, ambiguous demands
• Outstanding work planning and time management skills: ability to prioritise
• Ability to build performance reports and build business cases and perform thorough sense checks on numbers
• Able to appropriately combine attention to detail with the longer term big picture/strategic thinking
• Intermediate/advanced excel, experience with Google Analytics or Omniture
• Experience working with an Email service provider (preferably Emarsys or similar tier 1 platform)
• Proficient in Microsoft Excel, Word and PowerPoint
• Experience working with analysts or a data agency desirable
• Experience in Personalisation tools such as Kick Dynamics
• Build and work within brand guidelines
• Comprehensive understanding of the Campaign management process, briefing, designing, proofing and delivery management
• Educated to a degree level or other equivalent qualification

Benefits

• 40% staff discount plus friends & family discounts throughout the year
• Access to our reward platform for external discount and offers
• Private pension scheme
• Profit related bonus scheme
• Option to join our Healthcare Private Medical Scheme
• Virtual GP access for you and your children
• All employees are covered by our life assurance policy from day one
• Unlock extra leave with our buy more holiday scheme
• Celebrate YOU! Enjoy an extra paid day off on your birthday each year
• Enhanced maternity, paternity and adoption leave, and shared parental leave (eligible after 2 years service)
• Spread the cost of your commute with interest-free season ticket loans
• Do your bit for the environment and save money with our Cycle2Work scheme

Tagged as: Data Analysis, Excel, Google Analytics