CRM Manager

Harrods; Greater London; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Company pension

Flexible working

25 days holiday

Birthday off

33% in-store discount

Travel season ticket loan

Job summary

Harrods is seeking a CRM Manager to lead the CRM publishing schedule, including newsletters and brand communications, for a 6-month fixed position with potential permanency.

You will optimise personalised newsletters, run AB testing, and align CRM activities with customer marketing objectives to drive engagement and LTV. Collaboration with Data Science and IT will be key.

Qualifications

• Strategic and commercial thinker shaping Next Best Action strategy.
• Experience with AB testing and campaign optimisation.
• Strong understanding of CRM channels and data-driven messaging.

Responsibilities

• Communicate strategic vision, project progress and performance to key stakeholders.
• Consult with stakeholders on projects requiring CRM automation support.
• Identify operational efficiencies, partnering with IT and system providers.

Skills

CRM strategy

AB testing

Campaign execution

Segmentation

Stakeholder management

Tools

Google Analytics

ESP

Job description

We have an exciting opportunity for a CRM Manager to join our CRM & Digital personalisation team here at Harrods. You will be responsible for the strategic planning and successful execution of a robust CRM publishing schedule that includes newsletters, brand media and marketing communications. This is a 6-month fixed position with the possibility of going permanent.

About the Role

The CRM Manager will lead and execute the BAU roadmap to optimise core newsletters that are personalised and relevant, lead on AB and control testing to prove incrementality whilst supporting customer marketing objectives.

Job Responsibilities

• Communicating the strategic vision, project progress and performance to key stakeholders
• Consult with key stakeholders across the business on projects that require CRM automation support
• Identify operational efficiencies, working closely with our IT teams and system providers
• Set team and retention KPIs, including budget and forecast management
• Effectively respond to any technical issues to ensure all communications programme are operating as expected

About You

The ideal candidate will be a strategic, creative and commercial thinker, playing a key role in shaping and developing a Next Best Action strategy together with our Data Science team with a focus on maximising customer engagement, conversion and LTV through relevance of messaging, channel and timing. You will also have the following;

• Good understanding of ESPs and Google Analytics – SAP or similar is desirable
• Excellent communication and organisation skills to confidently lead discussions with internal and external stakeholders
• Experience in campaign execution and segmentation
• Previous experience owning or supporting with a strategy for a CRM Channel
• Be able to prioritise and multitask in an everchanging fast paced environment

About Us

Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.

Our Promise to You Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business. In return for your hard work, you’ll benefit from a competitive salary and an excellent benefits package, including a company pension, flexible working, 25days’ holiday and your birthday off, up to 33% in-store discount and a travel season ticket loan.

• including a company pension
• flexible working
• 25days’ holiday
• your birthday off
• up to 33% in-store discount
• a travel season ticket loan

Unikely You Whilst our job adverts outline the ideal qualities, skills, and prior experience for the role, we believe in the potential for growth and value individual strengths. If you can demonstrate the majority of skills and strong experience to thrive in this role, we would encourage you to apply. At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional. If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods Additional Information: Time Type: Fixed Term (Fixed Term) Department: CRM & Insight (Neil Thornton) As one of the world’s most prestigious brands, and a highly sought-after employer within luxury retail, we aim to provide a working environment in which we can exceed both our customers’ expectations and the expectations of each other. To maintain our high standards, we invest as heavily in our people as we do in our products and store. As well as offering an unforgettable experience for our customers, we offer an exciting, challenging and motivating environment for our employees. We demonstrate how we value our team through an extensive pay and benefits package, as well as through a number of programmes that reward and recognise employees for exceptional performance. Our employees can also accelerate their careers through opportunities to work with talented people, development training, and chances to raise their profile in the luxury retail sector.