Global CRM Manager

TN United Kingdom; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Global CRM Manager to enhance customer engagement through data-driven strategies. This dynamic role involves leading CRM initiatives, analyzing customer behavior, and collaborating with various teams to optimize the client lifecycle across multiple channels. You will utilize advanced analytics and CRM tools to inform business decisions and drive loyalty. If you are passionate about retail and have a knack for strategic thinking, this opportunity offers a chance to make a significant impact in a vibrant and inclusive workplace.

Benefits

Private Medical Insurance

Flexible Hours

Fitness Memberships

Enhanced Parental Leave

Employee Referral Bonuses

Health Screenings

Pension Contributions

Charity Schemes

Volunteer Leave

Travel and Tech Schemes

Qualifications

• Degree in a mathematical or analytical field required.
• Strong analytical skills and proficiency in Excel essential.

Responsibilities

• Lead CRM projects to deliver an omnichannel platform.
• Analyze customer data to generate insights for relevant teams.

Skills

Analytical Skills

Strategic Thinking

Microsoft Excel

VBA

SQL

Customer Focus

Collaboration

Problem Solving

Education

Degree in Mathematical Field

Equivalent Analytical Qualification

Tools

Micro-strategy

Siebel

Google Analytics

Job description

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Overview:

The Global CRM Manager will support the Retail and Ecommerce teams by providing sales and customer behavior analysis to define client engagement activities both in store and online. Responsibilities include developing customer insights, shaping journeys for different segments, and building a data-driven strategy to enhance loyalty and sales. The role involves developing CRM initiatives, supporting BI tools, and establishing cross-department reporting to create an omnichannel client approach.

Using a test & learn approach, customer insights, and local feedback, you will optimize the client lifecycle across brand touchpoints. The candidate will advance the company's understanding of customer behavior through analytics, generating insight reports to inform business decisions.

Your Mission:

1. Lead the CRM project to deliver an omnichannel platform, working with stakeholders and IT to manage change.
2. Manage customer insights reporting and identify channel-specific trends for CRM strategies.
3. Develop and track CRM and clienteling KPIs, and communicate progress across teams.
4. Analyze customer data to generate insights for relevant teams.
5. Support the development and implementation of global marketing and CRM strategies.
6. Create regular reports on business and customer behavior for internal departments.
7. Utilize CRM tools to extract insights and ensure timely reporting.
8. Coordinate with local markets and departments during campaigns.
9. Collaborate with the email marketing team to execute retention campaigns.
10. Perform database extractions and develop targeted lists for revenue opportunities.
11. Provide actionable analysis and insights to inform business growth.
12. Present findings through reports and presentations.
13. Work with various stakeholders and third-party partners to enhance CRM capabilities.
14. Assist in implementing new tools and troubleshoot with IT.

Your Talent:

• Degree or equivalent in a mathematical, analytical, or statistical field.
• Strong analytical and strategic thinking skills.
• Proficiency in Microsoft Excel; knowledge of VBA or SQL is a plus.
• Experience with Micro-strategy, Siebel, or Google Analytics is advantageous.
• Proactive, independent, and creative problem solver.
• Customer-focused with an interest in retail and luxury sectors.
• Team player with excellent collaboration skills.
• Positive attitude and ability to work under pressure and meet deadlines.
• Experience in luxury retail preferred.

Reward:

We prioritize your wellbeing and community involvement, offering exclusive staff and sample sales, pension contributions, private medical insurance, health screenings, flexible hours, enhanced parental leave, charity schemes, fitness memberships, volunteer leave, health and financial wellbeing programs, employee referral bonuses, travel and tech schemes, and more. We are committed to diversity, equity, and inclusion, fostering a workplace where all voices are respected and empowered.