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- Management and development of 2 direct reports
- Oversee smooth running of the NDULGE loyalty programme and take a lead role in suggesting optimisations to improve the customer experience
- Support planning of CRM roadmap of activity that delivers on key strategic goals and increases customer lifetime value.
- Ideation, implementation and measurement of automated, behavioural triggered campaigns forming part of our over-arching customer lifecycle programme
- Optimise CRM campaign ROI, looking for efficiencies at every opportunity
- Turn customer insights into innovative campaigns that will drive growth for our business and our brands
- Work in close collaboration with the Customer Insights team to ideate data-driven campaigns with objective to increase customer lifetime value
- Analyse customer behaviour and engagement to develop communication strategies that maximise spend and retention
- End to end use of our customer data platform (Optimove) to create customer segments, build campaign flows and produce post campaign reports
- Support the improvement of key business metrics such as loyalty programme sign-up rate, lapse rate and YoY Retention Rate
- Appraise creative & design work constructively to produce effective communications that optimise revenue generation & customer satisfaction
- Report & distribute results on CRM campaign performance & share learnings and next steps.
- CRM Opex budget management
- 6+ years relevant CRM marketing experience
- Previous experience within a Senior CRM role is essential.
- Retail industry experience is highly advantageous
- Preference for someone with experience of deploying CRM initiatives across both bricks and mortar & online retail channels
- Previous experience of managing a points based loyalty programme is highly advantageous
- Previous experience in managing CRM strategies at each stage of the customer lifecycle
- Results driven marketer
- Experience managing external stakeholders and agencies
- Understanding of customer databases and permissions, including GDPR
- Knowledge and hands-on experience with CRM tools (e.g. Braze, Emarsys, Salesforce, Optimove).
- Strong working knowledge of Microsoft Office (Outlook, Teams, Excel, Word, PowerPoint).
- Commercially minded with the ability to think with creative flair.
- Ability to turn complex data into actionable insight and recommendations.
- Passion for ensuring excellent customer outcomes at every touchpoint.
- Demonstrable experience in impacting positive change through CRM activity/strategy.
- Experience in managing an in-house team as well as external suppliers.
- Experience of working cross-functionally across teams such as Commercial, Brand, Merchandising, Buying & Customer Services.
- Ability to challenge business/roadmap direction if not in-line with business objectives.
- Excellent presentation and numerical skills
- Commercially minded but with creative flair
Senior CRM - London, United Kingdom - SPACE NK
Description
If you love beauty, you're in the right place.
As the ultimate curator of over 100 of the most in-demand, highly innovative and boundary-pushing beauty brands, we are the go-to destination for worldwide beauty discovery. Together through our neighbourhood stores, online presence and loyalty scheme, Space NK has built a flourishing community in which to discover beauty. The customer is at the heart of everything we do, and we will always endeavour to offer everything they need to help them explore, experiment, and enjoy our brands. We are currently recruiting for a Senior CRM & Loyalty Manager (FTC) Role Overview With an industry leading loyalty programme and a constant drive to deliver a compelling personalised customer experience, we are looking for a Senior CRM & Loyalty Manager (Maternity Cover) to fill an important leading role within our CRM Team. You will drive the flawless execution of Space NK's Global CRM strategy in order to improve customer frequency & retention to deliver stronger LTV. We have a wealth of rich data from which we can derive game-changing insights to deliver personalised customer communications across the full customer lifecycle. You will be responsible for taking insights and turning them into meaningful actions that delight our customers whilst driving value for Space NK and our brands. We are looking for someone who is commercially driven with a true customer first mindset. You will love coming up with new ideas to drive our customer retention goals and have the ability to present these back with confidence and flair to both internal and external stakeholders. You will be highly experienced in CRM campaign implementation end to end from setup through to measurement and optimisation. You will also be able to work to tight deadlines and have the ability to manage multiple projects simultaneously. Key Responsibilities: