CRM Manager

The Growth Foundation; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading fashion e-commerce brand is seeking a CRM Manager to lead initiatives that enhance customer retention and drive growth. The ideal candidate will manage the customer relationship management strategy and work closely with various stakeholders to establish impactful communication channels and customer data governance. This role offers the opportunity to significantly influence key performance indicators and contribute to the brand's ambitious revenue goals.

Qualifications

• Proven experience managing CRM activities at manager level.
• Experience with Customer Data Platforms and Email Service Providers.
• Strong analytical skills with a data-driven mindset.

Responsibilities

• Support e-commerce and CRM initiatives to drive business growth.
• Manage customer segmentation and communication strategies.
• Monitor CRM performance against business targets.

Skills

CRM Management

Customer Retention

Data Analysis

Stakeholder Management

Email Marketing

Tools

Ometria

Google Analytics

Fospha

Job description

About the Company

Jaded London is a multi-channel, high fashion apparel brand/retailer based in North London UK. Jaded London designs and develops its products in the UK, manufactures in the near & far east and then ships directly to its customers from Jadedldn.com ecommerce store and via wholesale to leading fashion platforms (ASOS etc).

In early 2020 the business faced serious headwinds; a global pandemic meant a number of their wholesale/retail customers had to close their stores alongside material uncertainty from large / unstable customers. This left Jaded London no alternative to pivot their attention to jandedldn.com and drive their target audience to there.

This move resulted in significant growth in revenue and profits as Jaded London were able to enjoy the benefits from a 1st party DTC strategy.

Since then Jaded London has grown annual revenue to £30m+ and has ambitious objectives to continue this growth to £100m over the next 3-5 years. The management team believe this objective is achievable through greater focus on its 1st party DTC sales, pro-active international roll-out alongside enhanced paid media and CRM activity to further amplify the great product / brand assets Jaded London has already created.

About the Role

Reporting to: Commercial Director

Key relationships: Internally – Head of marketing, head of digital marketing, head of e-commerce, brand marketing team, graphic design team, e-commerce, merchandising.

Key accountabilities and KPIs include:

• Support the e-commerce and commercial team to build and scale our CRM initiatives for Jaded.

• Focus on customer retention KPIs in line with overall business and marketing goals.
• Curate and manage commercial calendars alongside each relevant department.
• Implement a lifecycle centric customer segmentation and communication strategy.
• Identify new opportunities for improving customer KPIs and driving growth by working with data and insights to analyse and understand customer behaviour.
• Manage the end-to-end process of planning and implementing BAU activity ensuring coordination with key stakeholders across the brand.
• Manage email automation to deliver customer centric lifecycle campaigns to drive growth and improve customer KPIs.
• Monitor and measure CRM performance in line with business targets, ensuring the automation of weekly, monthly and periodical reporting.
• Responsible for database performance, keeping a close eye on churns, seeking out opportunities to drive high quality opt ins and adjusting activity accordingly.
• Champion an integrated lifecycle approach across digital marketing, working closely with the paid media and insights team to develop a consistent customer journey across channels.
• Work collaboratively with internal teams to manage customer data governance and GDPR compliance.
• Build out the CRM proposition across email, SMS, App and browser notifications.

About You

Technical and specialist skills required:

• CRM specialist with significant experience managing and optimising CRM activity at manager level for retail businesses, fashion experience a bonus.
• Extensive experience working with CDP/ESP/CRM platforms, specifically Ometria.
• Demonstrable skill and experience of developing customer segmentation models to support business goals.
• Demonstrable skill and experience of driving customer retention, £ per buyer and purchase frequency through delivering customer centric programmes.
• Fearless with the ability to generate ideas that can be tested rapidly to challenge current ways of working.
• Data obsessed with a highly analytical mindset.
• Hands on experience of analytics packages, preferably Google Analytics and Fospha.
• Excellent ability to build and maintain both internal and external stakeholder relationships.
• High level of emotional intelligence.
• Passionate about CRM, ensuring up to date with industry developments.
• Strategic mindset combined with intellectual rigour and agility.
• Basic knowledge of HTML desirable.
• Demonstrable ability to work in fast paced environments working to tight deadlines.
• Ability to prioritise and manage multiple projects and deadlines ensuring stakeholder expectations are managed effectively.

Behaviours: Measure/Requirement:

• Results focussed demonstrated through successful delivery of CRM programs that have driven a positive business impact.
• Motivated to add value and deliver business change in challenging environment
• Resilient; prepared to tackle problems head on and persist despite setbacks or difficulties.
• Retail experience.
• Drive change through credibility, effective teamwork and management skills.
• Work effectively and in partnership with key stakeholders to drive business performance

Business Acumen

• Thinking from a business standpoint and with a clear view of where the business needs to go.
• Demonstrates the breadth to anticipate future opportunities and create the content/strategy to address these, delivering flawlessly executed results against stated strategies.
• Commercial approach to role and operations. Understands how their role impacts wider business performance and how to drive it further.

We would love to respond to every application however due to the volume of applications we receive this isn't always possible. If you have not heard within 2 weeks of applying, please assume on this occasion that your application has not been shortlisted. We may retain your CV to contact you about future employment opportunities that are being managed by The Growth Foundation Talent.

The Growth Foundation Talent is deeply committed to building a diverse & inclusive workplace and welcomes applications from all sections of the community.