CRM Manager

Job title:

CRM Manager

Company:

BrandAlley

Job description

CRM ManagerCould this be the job for you?
Leading the UK & French CRM function, you will be responsible for creating and executing the overall CRM strategy and execution, focusing on email & push marketing, developing segmentation, customer activation, loyalty, and retention. This role reports to the Head of Marketing and manages a team of 7. You will work in partnership with key stakeholders towards the vision of growing the brand, creating a best-in-class customer experience, and maximising the value of our 8 million+ members. We are at a very interesting stage in our growth trajectory, having seen exceptional growth in the business over the last few years, and have a number of exciting new projects on the roadmap moving us into the future of CRM and creating engaging experiences for our customers.What will you be doing?
STRATEGY:

• Lead the global CRM team at BrandAlley, setting and executing the CRM strategy and partnering with the Head of Marketing to set the relevant KPIs across the function.
• Own or oversee all CRM initiatives on the wider business and technical roadmap, championing all CRM initiatives.
• Own the customer lifecycle strategy, specifically within automations, optimising the series-based emails (welcome series, abandoned cart, post purchase and lapsed buyer).

EMAIL & PUSH SALES CALENDAR:

• Develop new processes and procedures for briefing and managing the email marketing calendar, as well as robust testing strategies around creative, messaging and segmentation to optimise KPIs.
• Own the sales email and push marketing calendar, ensuring alignment with the overall marketing plan.

RETENTION, LOYALTY & CUSTOMER INSIGHT:

• Build and execute a customer retention strategy and segmentation plan, working with stakeholders across the business to implement the technical requirements as well as the associated retention plans for each key segment.
• Set the global CRM Activity Plan and coordinate execution with internal stakeholders in global and local brand and retail teams.
• Develop and execute, in partnership with the Head of CX, a robust customer insight programme ensuring that a customer data and insight plan is developed and executed, and then regularly presented back to the various cross-department stakeholders in the form of actionable insights. Initial programs could include customer personas, a customer panel, customer satisfaction surveys and matrices.
• Once the retention plan is in place, develop a loyalty programme; set out the business case and associated objectives and KPIs, go-to-market plan, development and roll-out as well as ongoing management.

TECHNICAL FOCUS:

• Manage the relationship with our ESP and any other key tools and partners.
• When required, partner with the relevant stakeholders from senior marketing leaders, tech, finance and commercial, to review new or incumbent key tools and platforms.
• Partner with technical and data teams across the business to build on the existing database segmentation and cohort structure (tools, platforms etc) to evolve and improve the existing structure and roll out any new tools required to deliver the Retention strategy and set KPIs.

REPORTING:

• Produce weekly, monthly and quarterly customer dashboard reporting, ensuring correct interpretation for all recipients.
• Delivery of all post-campaign analysis against KPI targets to support ongoing CRM understanding and development.
• Be the point of contact for all database, customer reporting and analysis queries.
• Deliver post-campaign analysis against KPI targets to support ongoing CRM understanding and development.

What you’ll bring…
The good stuff…

• A proven track record of managing CRM programs with at least 6+ years of experience.
• Have previously worked with large-scale databases and have experience with sophisticated segmentation, cohorts, and retention strategies.
• Naturally curious to stay on top of the latest trends within CRM.
• Customer centric – all decisions should be made with the customer in mind.
• Team player, with strong collaboration skills.
• Experience working with an Email service provider (preferably Emersys or similar tier 1 platform).
• Excellent communication skills and confidence in presenting to and working with senior team members, with an ability to influence and gain buy-in to proposals.
• Data-driven with strong analytical capabilities. Knowledge of statistics and using these for analysing datasets and the ability to analyse and communicate insights regarding all key digital marketing metrics and build business cases.
• Intermediate/advanced excel, experience with Google analytics.

The great stuff…

• Outstanding execution skills with strong attention to detail.
• Good planning and time management skills; an ability to prioritise and work to tight deadlines in a fast-paced, evolving environment.
• Comfortable with ambiguity and an ability to adapt to changing business needs.
• Results-driven professional, demonstrating a passion for achieving individual and collective success.

Perks of the job…

• A modern, energetic, dynamic, and sociable office based in London’s Shoreditch.
• The opportunity to work on some exciting brands supported by an inspiring and friendly team of people.
• Competitive salary.
• Hybrid working (3 days per week in our dog-friendly head office)
• 25 days holiday – Additional 1 day for each completed calendar year capped at 30 days!
• 8% employer pension contribution.
• Life Assurance – 3 x your annual salary
• Early Finish Fridays
• Everyday Benefits – including Cycle to Work scheme, discounted Gym Memberships, Eyecare Vouchers.

Who are we?
BrandAlley is the go-to destination for designer brands at fantastic, exclusive prices. We’re a members-only site home to hundreds of some of the best high-profile labels in fashion, beauty and home. We stock an extensive selection of previous and current season stock at up to 90% off the RRP, from Vivienne Westwood and Alexander McQueen to Molton Brown and Philip Kingsley. With new brands launching every week, our flash sales are exclusive and filled with highly in-demand pieces that mean time is of the essence! For an instant luxury hit, our members can also shop in our permanent designer treasure trove – the Outlet – where everything is available for immediate dispatch.We understand that privacy and the security of your personal information is extremely important. BrandAlley UK Ltd collects, processes, and ensures the security of all personal data that we gather in accordance with data protection laws.BrandAlley UK Ltd are proud to be an equal opportunities employer who provide equal employment opportunity regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.Powered by JazzHR

Expected salary

Location

London

Job date

Sun, 12 May 2024 04:44:00 GMT

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