HeadofCRM
MorleysDepartmentStoresGroupisanindependent,privately-owneddepartmentstoregroupthatoperates7storesprincipallyingreaterLondonandNewbury,andanEcommerceplatformforourflagshipstoreinWimbledon.Ourstoresareattheheartoflocalcommunitiesandhavecenturiesofheritage,brandtrustandloyalty.
AnexcitingopportunityhasarisenforanexperiencedHeadofCRMtojoinourMarketingteam.ReportingtotheGroup’sCEO,thisrolewillplayakeyroleinleadinganddeliveringtheCustomerStrategyandtargetedCustomerMarketingCampaigns.
HeadofCRMResponsibilitiesinclude:
- Leadinganddevelopingallaspectsofthecompany'sCRMstrategyacrossemail,SMS,digitalRewardscard,pushnotificationsandwebsite.
- OwningtheCustomerLoyaltyprogramme“Rewards”fortheGroupincludingdrivingsign-upinitiatives,analysingloyaltydatatorefinemarketingandloyaltystrategies,growloyaltyrevenueandcustomerlifetimevalue,andimprovecustomeracquisition.
- Developmentandmanagementofautomationemailcampaignsandbroadcast(adhoc)emailcampaignsincludingimprovementstoemailstrategythroughtacticalandengagingcampaigns,A/Btesting,segmentation.YouWillowntheEmailScheduleandneedtobalancerequestsfromBuyersandbrandswithacommercialanddata-ledapproachtoemailcontent.
- WorkcloselywithStoreManagerstodrivetheLoyaltyKPIsforstoresandworkcloselywithBrandstofosterworkingrelationshipsandbrandinvestmentinCRMMarketing.
- Upholddatagovernancestandardsandensuresdataiscapturedconsistentlyandappropriatelyacrossdifferenttouchpointsandchannels,andincompliancewiththeGDPRregulations.
- ManagetheCRMbudgetwiselytosupportkeyemailmessageswithadditionalCRMchannels(push,SMS,in-storeevents,paidsocial).
- ProduceweeklyreportsforinternalSeniorLeadershipTeamWeeklyTradeMeetings.PresenttotheBoard1–2timesperyearonprogressandnewinitiatives.
- Managementof2CRMExecutivesand2DigitalDesigners.
RequirementsoftheHeadofCRMrole:
- RetailMarketingexperiencepreferred,orwith‘customers’
- Adeepunderstandingandhands-onexperiencewithContentManagementSystems,preferablyOmetriaorasimilarCMS
- Highlyexperiencedindatabasegrowthandcustomeracquisitioninitiatives
- Highlyexperiencedincustomerlifecycleprogramsdeliveredviaemail,pushandSMS
- Strongexperienceofplanning,executinganddeliveringEmailMarketingCampaigns
- Adatadrivenandyetcreativeprofilewithastrategicandcommercialmind,andstronganalyticalskills
- Abilitytoworkinafast-pacedanddynamicenvironment,managingandprioritisingmultipleworkstreamssimultaneously
- Excellentattentiontodetailessential
- Creatively-minded–withtheabilitytosuggestnewideasandcritiquedesigns
- Teamplayerwhoisself-motivatedwithexcellentrelationshipbuildingandcommunicationskills
- Experienceofmanagingateam:andpreferred.Consideatemanagementskillstonurtureateamintheirtalentstocreatestrongoutputsforthebusiness
- Akeeninterestinfashion,beauty,homeinteriorsandretailispreferable