Role details

CRM Manager

London   •   £50,000 - £60,000   •  Permanent

Bullet points

  • Working for a global online retailer, managing CRM strategy and team
  • CRM specialist from retail/e-commerce/membership background

About Our Client

The client are a leading global online retailer with headquarters based in central London. They are looking for a CRM Manager to report into the Global Head of Marketing and manage a team of 3 people. Ideally you will be coming from a retail or e-commerce background. They are looking for candidates who come from a strong CRM background with experience in managing and mentoring a team.

Job Description

Key responsibilities of the CRM Manager:

  • Create, develop and execute the CRM strategy across all key customer segments globally working closely with the regional marketing teams to address market specific opportunities and customer nuances
  • End-to-end project management of CRM projects and elements of Group projects including requirements scoping, briefing, asset review and communication plans
  • Set and monitor KPIs for customer retention and build multichannel programmes to achieve these targets including email, direct mail, using customer care teams, paid social, personal shopping teams and onsite targeted marketing
  • Manage the direct mail channel and the marketing content for our main publication; the The MR PORTER Post in conjunction with the CRM Executive and wider marketing teams
  • Develop bespoke programmes for our top customer segment in conjunction with the Personal Shopping team
  • Provide strategic input into the scoping of marketing partnerships across the business globally
  • Co-management of the customer insight roadmap with the Lead Customer Researcher
  • Manage customer level analysis driving concise and focused insight and understanding about our customer to all teams within the business
  • Work with the Email Marketing Manager to develop customer behaviour targeted email programmes to drive retention
  • Directly providing requirements for large scale data segmentation and profiling projects to enable better tracking of customer segment migration
  • Manage and mentor the CRM Analyst and CRM Executive to set objectives, manage review processes and develop their skills within the CRM landscape.
  • Work with the wider teams on cross business initiatives aimed as growing group customer base and loyalty
  • Manage and set the CRM budgets with a view on maintaining efficiencies and value

The Successful Applicant

Excellent ability to work across multiple teams with the ability to influence projects

  • Extremely strong customer focus - prioritises customer experience above everything else
  • Relevant degree (specialism in business statistics/ CRM marketing) or equivalent experience
  • Previous experience in a multichannel CRM role
  • Solid analytical background in many of the following areas; propensity modelling, customer profiling & targeting, direct to customer communications, targeting models, retention & churn approaches
  • Excellent communication skills and ability to present complex data clearly to stakeholders
  • Works a in a structured logical manner across multiple projects
  • Flexibility and multi-tasking are also essential
  • A sense of humour and a passion for the customer and brand

What's on Offer

Up to £60,000 and benefits

Apply for this job

Click the Apply or LinkedIn button below or contact Rebecca Moore on +44 20 7269 2146 quoting job reference 13739871
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