CRM & Personalisation Lead — Next-Best-Action & Retention

Harrods; Greater London; On-site; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Company pension

Flexible working

25 days’ holiday

Birthday off

In-store discount (up to 33%)

Travel season ticket loan

Job summary

Harrods is seeking a CRM Manager to lead the BAU CRM roadmap, optimise personalised newsletters and drive AB testing and incrementality in line with customer marketing goals.

You will collaborate with our Data Science team to maximise engagement, conversion and LTV through relevant messaging, channels, and timing, managing budgeting, KPIs and cross-functional projects across the business.

Qualifications

• Experience with SAP is essential.
• Strong knowledge of ESPs and Google Analytics.
• Excellent communication and organisational skills.
• Experience in campaign execution and segmentation.
• Experience owning or supporting CRM channel strategy.

Responsibilities

• Communicate strategic vision, project progress and performance to stakeholders.
• Consult with key stakeholders on CRM automation projects.
• Identify operational efficiencies, working closely with IT teams and system providers.
• Set team KPIs, including budget and forecast management.
• Effectively respond to any technical issues to ensure all communications programmes operate as expected.

Skills

Strategic thinking

Campaign execution

Segmentation

Communication

Prioritisation

Tools

SAP

Google Analytics

ESPs

Job description

Harrods is seeking a CRM Manager to lead the BAU CRM roadmap, optimise personalised newsletters and drive AB testing and incrementality in line with customer marketing goals.

You will collaborate with our Data Science team to maximise engagement, conversion and LTV through relevant messaging, channels, and timing, managing budgeting, KPIs and cross-functional projects across the business.