CRM Manager

HARRODS; Hounslow; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

a company pension

flexible working

25days' holiday

your birthday off

up to 33% in-store discount

a travel season ticket loan

Job summary

HARRODS is seeking a CRM Manager to lead the BAU roadmap for personalised newsletters, brand communications and CRM automation. You will collaborate with the Data Science team to maximise engagement and LTV through timely, relevant messaging.

In a 6-month fixed term role with potential to go permanent, you will manage KPI setting, testing, budgeting and cross‑functional stakeholder communication to ensure CRM programmes run smoothly and deliver strong customer outcomes.

Qualifications

• Strategic CRM management experience and ability to plan and execute a robust publishing schedule.
• Experience leading AB testing to prove incrementality and optimise campaigns.
• Strong stakeholder management and cross-team collaboration skills.
• Experience owning or supporting CRM channel strategy and retention programmes.

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

Skills

Strategic planning

Campaign execution

Segmentation

AB testing

Stakeholder management

CRM automation

Communication

Data-informed decision making

Tools

Google Analytics

SAP

ESP platforms

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.

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.

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

Uniquely 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.

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