CRM and Retention Marketing Specialist

Lands' End; Greater Lincolnshire; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading company is seeking a CRM and Retention Marketing Specialist to enhance customer communications and retention strategies. This hybrid role involves collaboration across various teams to implement innovative CRM programs and improve customer engagement. Ideal candidates will have extensive CRM experience and a data-driven approach.

Benefits

Hybrid working model

Subsidized restaurant

Free access to a local gym

Employee discount

Cash health scheme

Free eye test

Employer pension contribution up to 5%

Free on-site parking

Qualifications

• Proven experience in CRM Marketing roles in retail or customer-centric industries.
• Extensive experience in segmentation, personalization, and customer lifecycle strategies.

Responsibilities

• Lead CRM tech roadmap for the European business.
• Plan and execute multi-channel CRM programs.
• Develop personalized, automated, trigger campaigns.

Skills

Segmentation

Personalization

Customer Engagement

Data-Driven Mindset

Tools

SQL

Unica

Job description

We have a fantastic opportunity for a CRM and Retention Marketing Specialist to join our team here at Lands’ End Europe in Oakham, Rutland.

This is a rare and exciting opportunity for an experienced CRM Marketing Specialist to drive and deliver a full transformation of Lands’ End customer communications, including building best-in-class, personalized, lifecycle marketing programs via email, SMS, and direct mail.

You will be responsible for improving existing customer retention to prevent churn through highly engaging communication strategies. You will build effective re-engagement and new customer nurture programs to help grow Lands’ End customer base.

Lands’ End is transforming to become a digital-first, data-driven, customer-centric business. The ideal candidate will be accustomed to a test-and-learn culture for growth.

You will bring your extensive CRM expertise, a creative yet data-driven mindset to lead and help execute robust data collection practices, complex segmentation, multi-channel and fully personalized lifecycle marketing campaigns, engaging CRM content development, and customer insight-driven communications.

While based in the Marketing team, the individual will drive close collaboration among key stakeholders across Marketing, E-commerce, Creative, Supply, and Finance teams.

What you can expect from the role:

1. Lead CRM tech roadmap for the European business, including CRM testing to drive innovation.
2. Plan, build, and help execute best-in-class, multi-channel CRM programs (nursery, retention, reactivation).
3. Manage and grow a digitally contactable customer base using email, SMS, and other communication methods.
4. Develop personalized, automated, trigger campaigns that react to customer wants and needs.
5. Create and manage engaging CRM content to increase customer engagement rates.
6. Develop loyalty perks programs to increase retention and prevent churn.
7. Share workload for BAU CRM tasks.
8. Always look for opportunities for CRM to deliver on short-term demand goals.

Please note this role is hybrid and will require 9 days a month in the Rutland office.

What We Need From You:

• Proven experience in CRM Marketing roles in retail or other customer-centric industries such as hospitality, travel, or e-commerce where retention programs are crucial.
• Extensive experience in segmentation, personalization, and customer lifecycle strategies, including behavior-triggered and automated journey campaigns.
• Strong experience in loyalty enhancement programs, CDP, ESP platforms.
• Customer engagement building through brand content.
• Experience setting up campaigns with personalized, dynamic content.
• Building leads and growing subscribers via data capture campaigns.
• CRM tech savvy and data-driven mindset.

Desired but not essential:

• Skills in data mining tools like SQL, Unica, and business intelligence.
• Fluent in German or French in addition to English.

Benefits you will receive as a Lands’ End Employee:

• Hybrid working model.
• Subsidized restaurant.
• Free access to a local gym.
• Employee discount.
• Cash health scheme.
• Free eye test.
• Employer pension contribution up to 5%.
• Free on-site parking.

Don’t miss out on this fantastic opportunity! Click ‘apply’ now, or if you want to know more, please get in touch with our recruitment team. No agencies please.