CRM & Loyalty Coordinator

Space NK Limited; City of Westminster; On-site; GBP 50,000 - 70,000; Full time

Job summary

Space NK Limited is seeking a Senior CRM & Loyalty Coordinator to lead cross-functional CRM campaigns and loyalty initiatives across our stores, website, app and communications channels. You will transform insights into personalised customer actions, partnering with Brand partners within our Data Sharing Programme and collaborating with Buying, Creative and Ecom teams.

The role requires hands-on CRM campaign build, segmentation and strong stakeholder management, with experience in a multichannel

Qualifications

• 3+ years of CRM and/or marketing experience with hands-on CRM campaign build and segmentation.
• Loyalty programme experience is advantageous.
• Experience in a multichannel retail environment and cross-functional collaboration.
• Strong presentation skills and ability to manage external stakeholders.
• Solid understanding of GDPR, data permissions and on-brand communications.

Responsibilities

• Develop targeted CRM initiatives across Stores, Website, Email, App, SMS and Print from ideation to execution and reporting.
• Collaborate with the CRM & Loyalty Manager on brand partner conversations and data sharing.
• Build customer segments and multichannel campaign journeys aligned to business objectives.
• Produce post-campaign analysis and recommendations to optimise future activity.
• Coordinate CRM activity across cross-functional stakeholders and external agencies.
• Manage end-to-end campaign execution via Optimove and produce post-campaign reports.
• Support presentations, proposals and results summaries for internal and external stakeholders.
• Drive loyalty initiatives to improve engagement, retention and customer lifetime value.

Skills

CRM campaign build

Customer segmentation

Multichannel marketing

Stakeholder management

Data-driven decisions

Tools

Optimove

Microsoft Office

Job description

With an industry leading loyalty programme and a constant drive to deliver a compelling personalised customer experience, we are looking for a Senior CRM & Loyalty Coordinator to fill an important role within our CRM Team. We have a wealth of rich data from which we can derive game-changing insights to deliver personalised customer communications across the full customer lifecycle. You will be responsible for taking insights and turning them into meaningful actions that delight our customers whilst driving value for Space NK and our brands. We are looking for someone who is commercially driven with a true customer first mindset. You will thrive in a highly collaborative role, partnering closely with teams across the business, including Customer Insights, Buying, Creative and Ecom. You will be passionate about generating new ideas and confident presenting them to both internal and external stakeholders, including brand partners within our Data Sharing Programme. You will also be highly experienced in working to tight deadlines and managing multiple projects simultaneously. Reporting into the CRM & Loyalty Manager, you will play a pivotal role in the development of new CRM strategies, with a specific focus on delivering growth for our brand partners, as well as engaging our top tier customers. You will be executing plans using traditional routes to the customer, as well as supporting the development of CRM innovation.,

• Development of targeted CRM initiatives across multiple channels (Stores, Website, Email, App, SMS, Print) from ideation through to execution, launch, and reporting.
• Work with the CRM & Loyalty Manager to support on conversations with both prospective and active brand partners across the Data Sharing Programme (brand funded CRM).
• Work with Buying teams on Joint Business Planning process for the brands, incorporating CRM & Loyalty.
• Build customer segments and multichannel campaign journeys based on business objectives and customer behaviours.
• Work with the Customer Insights Team and CRM & Loyalty Manager to create comprehensive data-driven campaign action plans for brand partners.
• Produce post-campaign analysis and reporting, identifying insights and recommendations to optimise future activity.
• Coordinate CRM activity across multiple cross-functional stakeholders (both internal and external). This role involves the production of creative assets (digital and physical) for CRM campaigns and liaison with the Buying teams and Distribution Centre for CRM sampling activity.
• Manage end-to-end campaign execution via our customer data platform (Optimove) to create targeted promotions and campaign flows, build customer segments and produce post-campaign reports.
• Support the CRM & Loyalty Manager in preparing presentations, campaign proposals and results summaries for internal and external stakeholders.
• Liaise with internal Creative, Category, Tech, Ecom and Customer insights teams as well as external brand partners and agencies.
• Support the CRM & Loyalty Manager in delivering loyalty initiatives designed to drive engagement, retention and customer lifetime value from our top-tier (Deluxe) loyalty members
• Support improvement in key business metrics, including loyalty programme sign-up rate, second purchase rate, year-on-year retention rate and customer lifetime value.
• Responsible for maintaining campaign calendars, project plans and trackers to ensure smooth delivery across multiple concurrent projects.
  We are looking for an individual who understands the importance of the Space NK customer and wants to champion their needs on a daily basis. To be successful in this role you will need to be highly organised, with a great work ethic and not intimidated by managing multiple projects at once. You will have strong Microsoft Office skills and enjoy pulling together presentations that bring our campaigns to life for internal and external stakeholders. A passion for beauty retail would be beneficial, however previous experience in this field is not a requirement., 3 years+ relevant CRM and/or marketing experience
• Mandatory: hands-on experience of CRM campaign build / implementation including customer segmentation
• Previous experience of working on a loyalty programme would be advantageous
• Previous experience of working in a multichannel retail environment preferable, i.e. bricks and mortar stores and ecom
• Previous experience working cross-functionally across departments
• Strong presentation skills
• Experience managing external stakeholders (e.g. agency partners, brands)
• Understanding of: customer databases and permissions, including GDPR, response-driven design, copy and creative & on-brand marketing communications, Must be an excellent team player; possessing the ability to build, foster and nurture strong relationships
• Natural ability to think creatively and outside the box
• Highly organised with meticulous attention to detail
• Excellent time management skills
• Excellent communication skills
• Ability to work in a fast-paced environment
• Self-confident with good presentation skills
• You will be results driven and commercially aware
• You will be self-motivated, pro-active and demonstrate strong organisational skills
  As the ultimate curator of over 100 of the most in-demand, highly innovative and boundary-pushing beauty brands, we are the go-to destination for worldwide beauty discovery.

Together through our neighbourhood stores, online presence and loyalty scheme, Space NK has built a flourishing community in which to discover beauty. The customer is at the heart of everything we do, and we will always endeavour to offer everything they need to help them explore, experiment, and enjoy our brands.