CRM Manager

Jaded London; London; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dynamic CRM Manager to spearhead customer relationship initiatives. This role involves driving customer retention strategies, optimizing CRM performance, and collaborating with various teams to enhance the customer journey. With a focus on data-driven insights and a passion for CRM, the successful candidate will thrive in a fast-paced environment, ensuring the delivery of impactful programs. The company offers a vibrant culture with hybrid working arrangements, an array of employee benefits, and opportunities for professional growth. Join a forward-thinking team dedicated to making a significant impact in the retail sector.

Benefits

50% Employee Discount

24 days holiday per year

Paid day off on your birthday

Paid moving day per year

Hybrid Working Arrangements

Pension Scheme

Bonus Scheme

Employee Assistance Programme

Employee referral bonus scheme

Casual office dress code

Qualifications

• Significant experience in managing CRM activities at a managerial level.
• Hands-on experience with analytics packages and CRM platforms.

Responsibilities

• Lead CRM initiatives to enhance customer retention and drive growth.
• Manage email automation and oversee customer lifecycle campaigns.

Skills

CRM management

Customer segmentation

Data analysis

Email automation

Stakeholder relationship management

Analytical mindset

HTML knowledge

Retail experience

Education

Experience in retail businesses

Tools

Ometria

Google Analytics

Fospha

Job description

Job purpose: This role is responsible for leading the CRM efforts for Jaded London.

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.

Requirements

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.

Benefits

• 50% Employee Discount
• 24 days holiday per year (plus bank holidays)
• A paid day off on your birthday
• A paid moving day per year
• Hybrid Working Arrangements - 1 day per week WFH
• Pension Scheme (3% Jaded, 4% You)
• Bonus Scheme
• Employee Assistance Programme for you and your family
• £500 employee referral bonus scheme
• Local Business Discounts (cafés, fitness, beauty etc)
• North-West London office location directly located next to good transport links
• Casual office dress code (your style of dress is up to you, wear what you feel best in)
• Fully-stocked kitchens and fridges
• Regular Office Social Events (e.g. payday socials)