Senior CRM Manager

Job Description

Torque Brands is the retail investment group of the future. Uniquely placed to acquire, invest in, and launch specialist brands within the $1.8trn apparel market that are ready for a digital transformation or want to launch with an impact.In addition to powering its owned brands, Torques proprietary platform also offers eCommerce as a service to 3rd party brands seeking improved performance. Leveraging existing infrastructure to generate additional high margin revenues.Giving these brands the competitive advantage that they need, and the innovation their customers demand.The purpose of the CRM team is to own the end to end implementation and delivery of all customer communications activityaligned to the customer contact strategy and campaign calendar, innovating across all channels (offline and online) whichultimately drive engagement, retention, repeat purchase and LTV, across all territories for all Torque brands.Reporting to the Head of CRM, youll work across the wider Digital Mkg/ Trading teams to:

• develop contact strategy plans that reflect the customer lifecycle (from prospects to our most loyal customers, VIPs)
• use data driven insights to optimise contact strategies and frequency
• understand and identify the optimal channels for our customers
• build an in-depth knowledge of existing customer base and drivers/ triggers of churn
• develop a cohesive localised strategy framework

• Drive incremental revenue through CRM online/ offline channels
• Increase customer retention
• Drive growth of the contactable customer base

Requirements

• Putting customers at the forefront of everything you do
• Work closely with the wider Relationship team to achieve the overall team objectives (returning customers, incremental revenue, database growth etc).
• Define the long-term 12mths+ CRM strategic, operational and product roadmap
• Deliver the CRM strategy, including capturing business requirements, refining the forecasting, planning & budgeting processes to meet agreed KPIs (aligning with Digital Marketing/ Trading and Finance teams)
• Work with the external Creative teams/ agencies to establish and continuously improve and innovate the overall campaign and creative process, tools and output - to drive campaign effectiveness (asset management, campaign/ CRM systems, email design templatingand email design capability
• Lead and influence the vision of CRM go-to-market plans with your business counterparts (e.g. Digital Marketing, Trading etc.) for your assigned markets, ensuring they are fully developed to drive acquisition, retention and growth and translate these intoCRM operational and executional schedules
• Work closely with the wider Digital marketing teams in understanding the digital marketing strategies for these channels and any cross over campaigns to reduce duplication and maximum results
• Work alongside Customer Support, Tech and Insight (Conjura) teams to influence, implement the tech solutions to deliver a seamless connected customer experience as well as to minimise customer frustrations
• Working with senior client stakeholders including Senior Manager/Heads/Directors and Chief level, you will lead the CRM conversations shaping acquisition and retention plans by developing and implement new communication channels to reach wider audiences
• Develop targeted and personalised content and offers across the customer lifecycle across all channels based and across all markets
• Build an in-depth knowledge of our existing customer base to drive efficiencies across all CRM campaigns
• Work with internal analysts/ Conjura data teams to report and analyse campaign performance to identify trends/ key learnings to action on a weekly basis
• Embed a test and learn culture within the team to drive campaign optimisation
• Lead the delivery of weekly, monthly and quarterly findings based on your key markets to Heads & Director stakeholders
• Understand the data flow and technical integrations between operational tech, CRM and CE systems to suggest future systems to streamline team output and resolve blockers as well as identifying any issues or errors

managing and executing key projects from beginning to endThis role is for you if you have:

• At least 5yrs+ years experience in a senior manager/ head of customer marketing lifecycle/ CRM/ retention data planner role from any industry such as Fashion Retail, FMCG etc
• Passionate about customers and providing a great customer experience
• Experience in developing and executing data-driven CRM, campaign analytics and contact strategies
• Strong technical expertise in managing data systems/ operations or familiarity with related technologies for a single customer view

• Hands-on execution and expertise across D2C channels (e.g. Messenger, Email, Push, Direct Mail etc.)
• Extensive experience of CRM/ESP/CDP/ campaign management systems to plan, orchestrate and automate customer user journeys across all channels - email, push, direct mail (e.g. DotDigital, Emarsys, Salesforce, Urban Airship, Braze or equivalent)
• Strong analytical skills and data driven thinking (practical experience using BI tools, like Tableau, Business Intelligence, Qlik-view or equivalent)

Experience owning the CRM marketing levers of a digital-first business, and a demonstrable track record of pulling these levers effectively to drive growthSignificant experience in designing and developing CRM plans and campaignsExperience measuring, monitoring and tracking KPIs for CRM performance

• Knowledge of GDPR, e-Privacy and other data protection regulations

Team set-up and line management experienceIntellectually curious, think customer first, are comfortable with ambiguity, are action-oriented, and self-motivatedComfortable with change and confident own things and get the job doneBenefits