CRM Manager

Job Description

As a CRM Manager you will be responsible for the planning and implementation of the CRM strategy. along with managing the creative delivery of CRM communications including mail shots, catalogues and customer life cycle marketing, from start to finish, todrive revenue and increase ROI.Client DetailsAn industry leading retail business which combines the best of physical and digital retail to give a compelling consumer proposition which enables its customers to shop seamlessly across all channels.DescriptionThe planning and implementation of the CRM strategy.* Working as part of a team to implement the Members card strategy* Work alongside Head of Loyalty and Loyalty Partnership Manager to take the members card strategy to market across all channels, aligning online and offline CRM activity, to drive acquisition, increase conversion, improve retention and stimulate loyalty* Champion the CRM strategy with key stakeholders* Plan, implement and deliver customer life cycle marketing materials, based on previous purchases, current product interests or other triggers* Working with the CRM Agency to agree any format test and make recommendations for roll out* Analysis and reporting on campaign effectiveness including ROI and recommendations for future campaigns* Supporting the Head of Loyalty on delivering a Single Customer View database for the business Managing the creative delivery of CRM communications including mailers, catalogues and customer life cycle marketing, from start to finish, to drive revenue andincrease ROI.* Working with the Head of Loyalty to plan and co-ordinate the monthly mailer and catalogue process from plans, to briefing to product selection through to artwork sign off ensuring a robust calendar of events, with stake holder sign offs throughout* Working with the Head of Loyalty and Creative Manager to agree and deliver the key marketing message within each piece* Developing a look for all CRM materials that is fit for purpose, on message and within agreed budgets* Approving CRM campaign data and proofs, resolving any issues that arise during the approval process* Managing the day-to-day campaign process for seasonal catalogues* Working closely with other key stakeholders to effectively deliver campaigns on time and within budget* Working with the VM, POS and Internal Communications teams to provide timely information to ensure stores are clearly briefed on CRM activity. GDPR compliance for CRM function* Dealing with day to day general customer or GDPR queries raised by the Customer Support Team including working closely with the GDPR Officer and respond to queries in a timely and effective manner. Database accuracy* Work with the CRM agency and internal stakeholders to ensure the database health and accuracy is maintainedProfileSkills And Knowledge Required* Previous experience in a CRM role, especially in managing and executing the full end-to-end process both within direct mail and email marketing* Direct Mail experience preferably gained within a retail environment or B2C environment* Strong organisational and communications skills, able to engage stakeholders up to Board level with simple and practical communication regarding highly complex topics* Ability to work under time pressure, be customer focused and respond well to last minute changes* Balance competing agendas, set priorities and proactively develop strong relationships with key stakeholders* Excellent attention to detail, strong creative flair, have a flexible work approach and have the ability to thrive in a fast paced environment* Passionate about CRM and great communications skills, written and verbal* Experience of using CRM databases and web analytic to analyse marketing campaigns and present strategies based on results* Excellent planning, numerical and project management skills* Competent user of Excel (formulae, graphs etc)* Ability to be creative and use initiative to develop new ideasJob OfferCompetitive salary + benefits and great career progression.