CRM Manager

N BROWN; Manchester; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A leading UK fashion retailer is seeking a CRM Manager to lead the CRM team and drive customer relationship marketing activities. This role involves managing customer segmentation and developing multichannel CRM programs to enhance retention. As a key position, the CRM Manager will oversee the execution of marketing strategies and team performance. The ideal candidate is experienced in CRM, data analysis, and has excellent leadership skills. Working in Manchester, this is an exciting opportunity with a focus on inclusivity and innovation.

Benefits

24 days holiday (+ 8 bank holidays)

Annual bonus scheme

Company pension up to 8% contribution

Mental Health support

Colleague discount

Life Assurance

Paid volunteer time

Qualifications

• Experience in CRM, customer marketing or lifecycle marketing.
• A data-led mindset for actionable CRM activity.
• Hands-on experience managing CRM channels.

Responsibilities

• Lead and manage CRM team to drive marketing activities.
• Develop multichannel CRM programmes for customer retention.
• Manage investment plan for retention activities.

Skills

CRM experience

Data interpretation

Planning and organization

Team management

Stakeholder influencing

Fast-paced adaptability

Job description

Here at N Brown, we champion inclusivity by making our customers look and feel amazing. We don't believe that age, size, shape or background should stop anyone from feeling confident, stylish and happy with the way they look and feel. With our industry leading expertise in creating fashion that fits, we've been proudly breaking down these barriers for over 150 years. We help our customers to express themselves with stylish products, helpful services and flexible finance. Now, we're moving forward together, embracing innovation and new technology, to continue to delight our customers.

Working here you'll explore everything the world of digital retail has to offer - asking questions, trying new things and chasing new opportunities. Combine this curiosity with the freedom to make your own decisions, take charge of projects and work flexibly, and you've got the perfect place to show your skills and learn new ones. It's fast and furious here at times, but this just means something new and exciting is always on the way. So, if you collaborate, think on your feet, embrace innovation and love rising to a challenge, your work with us will have a serious impact on the business, your career and our customers' lives. We are proud to be N Brown.

The role

As a CRM Manager you'll lead and manage the CRM team to drive all customer facing relationship marketing activities, along with investment management, to drive both consumer file and demand growth through the execution of profitable activity. You'll drive customer performance in addition to the share of customer wallet through all available channels, product ranges and services.

What will you do as a CRM Manager at N Brown

• You'll manage the segmentation of the brand database to drive customer programmes & improve long term quality and profitability of the customer file
• You'll develop & deliver multichannel CRM programmes to retain customers across all stages of the lifecycle.
• You'll deliver the strategy around email including channel development
• You'll manage the delivery of the consumer communications plan, including creative execution, customer selection, test activity & results in order to drive the required sales plan.
• You'll manage the investment plan for retention activity ensuring budgets are kept to plan.
• You'll recruit, train, develop & manage the CRM team to deliver their objectives. Hold 1-1 & team meetings to ensure targets are met.

What are we looking for?

• Experience in CRM, customer marketing or lifecycle marketing, with a good understanding of segmentation, retention and customer journeys.
• A data-led mindset, able to interpret customer and performance data and turn it into clear, actionable CRM activity.
• Hands-on experience managing CRM channels such as email (and ideally SMS, app or on-site/push, but not essential).
• Strong planning and organisational skills, with the ability to manage campaigns, budgets and deadlines across multiple programmes.
• Confident working with different teams and influencing stakeholders to get things done.
• Experience managing or coaching others, with a genuine interest in helping your team grow and perform at their best.
• Comfortable working in a fast-paced environment, testing, learning and adapting approaches over time.

What's in it for you?

• 24 days holiday (+ 8 bank holidays) with the option to buy an additional 10 days
• Annual bonus scheme
• Enhanced maternity and adoption leave
• Company pension with up to 8% N Brown contribution
• Mental Health support both internally and externally, including access to our wellbeing champions and counselling services
• A range of financial wellbeing support
• Colleague discount across all N Brown brands
• Onsite café with subsidised rates and local restaurant discounts!
• Life Assurance and Private Medical Insurance
• Paid volunteer time - all our colleagues can take a full day paid to volunteer for a charity of their choice

Ways of Working

• We offer hybrid working which varies across the business depending on the role you're in. Our Head Office is located in the Northern Quarter in Manchester City Centre. So if you are travelling by train, tram or bus we're perfectly located, plus we're surrounded by cool cafes, trendy bars and the best places to eat!
• Our full-time working hours are 36.17 per week over 5-days. We don't have strict working hours therefore there is some flexibility around start and finish times as long as you are meeting the needs of the business.
• Our promise to you: We're an equal opportunity employer and value diversity. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

What happens when you apply to a role at N Brown?

As soon as we receive your application, we'll send you an email to let you know. We always aim to come back to you as soon as possible with an update and we really appreciate you taking the time to apply for a role with us. Good luck!

Employees in our business may have access to our customers' personal data therefore for a number of our roles, offers of employment are subject to a satisfactory criminal record check. Having a criminal record will not necessarily prevent an individual from obtaining a position with N Brown Group.