CRM Manager & Loyalty Manager

Boux Avenue; Wimbledon; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Collaborative environment

33 days holiday

Wellbeing day

Team socials

Staff discounts

Job summary

Boux Avenue is seeking a CRM and Loyalty Manager to drive customer lifetime value across its digital and store channels. You will lead campaigns, refine the loyalty programme, and work with data-led insights to boost engagement.

You will manage budgeting, partner with the CRM platform provider (Ometria), mentor the CRM Executive, and collaborate with Marketing to deliver multi-channel journeys that grow revenue and retention.

Qualifications

• Experience leading CRM and loyalty campaigns.
• Proven track record improving customer lifetime value.
• Strong email marketing and data analytics skills.
• Experience in fashion/retail brands preferred.
• Excellent copywriting and design sense.

Responsibilities

• Develop and evolve the CRM strategy to maximise CLV.
• Lead loyalty program development across digital and store channels.
• Manage CRM budget and vendor relationships (Ometria).
• Design lifecycle email/text journeys and campaigns.
• Collaborate with Marketing to drive data-driven campaigns.
• Analyse reports, run tests, forecast impact.
• Coordinate store communications for loyalty engagement.
• Maintain data quality and deliverability.

Job description

Who are we?

Boux Avenue is the cool, young, London-based lingerie, nightwear and swimwear brand, with 27 stores across the UK and a thriving ecommerce business at www.bouxavenue.com. Founded in April 2011, the brand describes its core aesthetic as a blend of the sweet and the sexy, with its bi-annual collections designed by their in-house team. Pitched at what the brand calls an 'accessible luxury' price tag, Boux Avenue's reputation is founded not only on the femininity of its products, but also on their quality, comfort and fit, backed up with the offer of a free and expert bra fit service in all of its stores. No matter what your age, size or style, Boux Avenue is an inclusive brand for everybody. Available in sizes 28-40, A-H cups and sizes 6-18. With an unrivalled eye for detail and passion for customer service, Boux Avenue is your ultimate destination whether you're looking for everyday essentials or something a little sexier.

The Role

We are looking for a CRM and Loyalty Manager to join our dynamic team to help further grow our customer lifetime value and retention across our digital and store channels. As an ambitious business with an entrepreneurial spirit, you will lead and deliver our CRM and Loyalty strategy; managing all campaigns and activities including Email, Text, Digital Media, In-Store communications and our loyalty scheme; as well as exploring new opportunities. This is a role with lots of scope to really make a difference, using creative ideation and data-led insights to drive customer relationship management with community, content and engagement at the heart.

Main Duties & Responsibilities

• Develop and further evolve our CRM strategy to maximise customer lifetime value and increase customer loyalty
• Lead the further development of our loyalty scheme across Digital & Store channels
• Full responsibility for the CRM budget
• Take advantage of the full capabilities of the CRM system and own the relationship with our CRM platform provider (Ometria)
• Develop and take full ownership of in-life marketing contact journeys for multi-channel retention, growth and re-activation lifecycle campaigns
• Train & develop our CRM Executive to provide best in class content & customer experience for broadcast customer communications across email, text & digital
• Improve and evolve the automation of lifecycle communications, working alongside our agency and digital team to shape the future of the loyalty proposition and ensure loyalty campaigns increase customer lifetime value
• Draw actionable insights from reports, implement best practices, run tests & trials and forecast commercials to measure the impact and improve our customer lifetime value
• In collaboration with the wider Marketing team, further develop our store communications plans to continue to engage store colleagues with the loyalty scheme and continue to drive high rates of customer data capture
• Develop community through loyalty and customer channels, reigniting and driving our customer’s engagement with the brand
• Keep up to speed with latest innovations and market trends and propose new initiatives / technologies / platforms to increase customer lifetime value
• Work closely with the Marketing and Digital and Trading team to build strong collaborative relationships
• Ensure good database quality & health from our email & text captures to ensure high deliverability.

What would we like to see in you?

• Results focused with strong business acumen and a desire to deliver work of the highest quality
• Strong interpersonal skills, with the ability to work effectively and build strong working relationships with both internal stakeholders and external agencies and partners
• A relentless drive to succeed and overcome obstacles along the way
• Entrepreneurial mindset with a balanced approach to risk taking
• Resilient and comfortable working in a fast-paced and changeable environment (you’ll be able to keep your cool and thrive on a challenge)
• Proven experience and a strong track record driving improvements in Customer Lifetime Value and email marketing
• Experience working in CRM/Loyalty within a consumer brand, ideally for a fashion brand
• Strong knowledge of CRM platforms & email marketing
• Excellent CRM data analytics skills are essential to drive performance
• Proven organisational skills with high attention to detail
• Creative eye and flair for design
• A high level of accuracy with great copywriting skills
• International experience a bonus as we look to expand our reach beyond the UK

Our benefits?

• Competitive salary
• Fun and collaborative working environment
• 33 days holiday, inclusive of the usual bank holidays
• 1 additional day in Q4 given as a wellbeing day
• Regular social events
• Eligible to join the enhanced pension scheme after 12 months service
• Staff discounts across the brands within Theo Paphitis Retail Group (Ryman, Robert Dyas and London Graphic Centre)