CRM Manager

Job Description

Mauvais is a Direct to Consumer Apparel brand for men that is becoming famous for its unique fabrics, patterns, silhouettes and designs. Today, Jordan and his founding team have grown the company to £6m revenue profitably, with no external funding; justgreat product market fit and hard graft! One catalyst for growth has been the USA. As Mauvais broadened its advertising into the USA, predominantly through paid social media they discovered USA consumers loved Mauvais unique cuts, patterns and designs. Spottingthis quickly Mauvais invested more in USA centric Influencer/Creators and Ads.In December 2021 Mauvais engaged The Growth Foundation, a proven ecommerce growth consultancy (Gymshark, Ruroc, The Hut Group, Schuh) to help Mauvais scale up from a product business run from a bedroom to a global brand, which is famous for something biggerthan great products, To unlock this potential (to hit £50m within 5 years), Mauvais is now ready to invest in the right people to achieve this. This role is one of the most important for Mauvais and will be a career defining opportunity to get involved atsuch an early (but secure) stage and make such an impact and wealth in the medium term futureThis role youre looking at now is one of them.This role is career defining; allowing the right candidate to make their mark, learn while doing and work to propel Mauvais into a trail-blazing, aspirational global fashion Brand..Reporting to Jordan the founder and CEO, as CRM manager you will own and manage CRM marketing automation platforms, leading ideation and implementation of campaigns in order to drive acquisition, retention, loyalty and engagement using cross-channel messagingincluding email, SMS and on-site to drive customer growth and lifetime value.Role Responsibilities:

• Oversee the delivery of Mauvais CRM strategy to execute the plan, optimising continually with test-and-learn activity to meet commercial targets.
• Manage campaign delivery through team prioritisation and resource planning.
• Responsible for complex segmentation and forecasting revenue, while protecting margin.
• Experience in launching new automated personalised CRM campaigns to create seamless customer journeys.
• Support on CRM forecasting and planning process to meet agreed KPIs and targets.
• Measure performance of CRM channels, build and analyse relevant reports, oversee test/ control design and execution, and provide relevant recommendations and next steps from the results.
• Staying ahead of the latest email technology, maximising the usage of the current CRM platforms and adopting new CRM technology/ good practice where relevant
• Work with the Tech/ Ecom team to manage all data feeds associated with the Klaviyo and other related CRM platforms
• Working with the relevant product teams to manage the roadmap and create the requirements for the technology needed to support CRM initiatives.
• Ensure seamless integration of the CRM communication plan across channels, including email, online, mobile and testing new channels like direct mail to drive engagement, frequency and spend throughout the customer lifecycle.
• Responsible to lead and ensure delivery/ implementation of database growth (quality opt ins) initiatives
• Take a customer-first approach with strong understanding of customer behaviour
• Lead in GDPR & data compliance & processes

About You:

• 4+ years of managing call to action retail/ecom marketing activity within CRM, retention or Marketing
• Have superior analytical skills to track and manage performance
• Have excellent interpersonal skills
• Effectively navigate and collaborate cross-functionally
• Strong experience/ knowledge of ESP/ CRM/ CDP platforms like Klaviyo or equivalent
• Led or been part of CRM vendor reviews/ selection processes (including migration and implementation)
• Experience with Google Analytics or equivalent
• Solid understanding of retail, ecommerce and marketing businesses
• Excellent stakeholder management skills, ability to engage with colleagues at all levels of seniority
• Line management of direct reports
• Have a good understanding of retail, ecommerce and marketing businesses
• Youre a natural retailer; obsessed with delivering your promise to customers
• Have a proven track record as a commercial individual, who understands brand and customer (shopper)
• You are independent and self-directed but able to work and lead a team of creative and customer facing individuals
• Have analytical skills to track and manage performance
• Have excellent interpersonal skills and the ability to persuasively sell ideas
• Effectively navigate and collaborate cross-functionally
• Excellent knowledge of CRM platforms