Senior CRM & Loyalty Coordinator

LGBT Jobs; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Space NK is seeking a Senior CRM & Loyalty Coordinator for its Head Office in London. You will lead targeted multichannel CRM initiatives, translate insights into actions, and collaborate across Customer Insights, Buying, Creative and Ecom teams to enhance personalised communications and loyalty programs.

The ideal candidate has 3+ years of CRM/marketing experience, hands-on campaign build experience, and a customer-first mindset. Knowledge of GDPR and data-driven marketing is essential.

Qualifications

• 3 years+ relevant CRM and/or marketing experience.
• Hands-on experience of CRM campaign build / implementation including customer segmentation.
• Experience with loyalty programmes advantageous.
• Experience in multichannel retail environment preferable.
• Experience working cross-functionally across departments.
• Experience managing external stakeholders (e.g. agency partners, brands).
• Understanding of customer databases and permissions, including GDPR, response-driven design, copy and creative & on-brand marketing communications.

Responsibilities

• Develop targeted CRM initiatives across multiple channels from ideation through to execution, launch, and reporting.
• Support conversations with both prospective and active brand partners across the Data Sharing Programme (brand funded CRM).
• Collaborate with Buying teams on Joint Business Planning for brands, incorporating CRM & Loyalty.
• Build customer segments and multichannel campaign journeys based on objectives and customer behaviours.
• Create data-driven campaign action plans with Customer Insights and CRM & Loyalty Manager.
• Produce post-campaign analysis and reporting with insights and recommendations.
• Coordinate CRM activity across cross-functional stakeholders and manage creative assets for campaigns.
• Manage end-to-end campaign execution via Optimove to create targeted promotions and flows.

Skills

CRM campaigns

Customer segmentation

Cross-functional collaboration

Presentation skills

GDPR knowledge

Tools

Optimove

Microsoft Office

Job description

Location: 56 Brook St, London W1K 5DT, UK

Highlighted points for this job

Job title: Senior CRM & Loyalty Coordinator

Location: Head Office, London

Key responsibility: Development of targeted CRM initiatives across multiple channels

If you love beauty, you’re in the right place.

As the ultimate curator of over 100 of the most in-demand, highly innovative and boundary-pushing beauty brands, we are the go-to destination for worldwide beauty discovery.

Together through our neighbourhood stores, online presence and loyalty scheme, Space NK has built a flourishing community in which to discover beauty. The customer is at the heart of everything we do, and we will always endeavour to offer everything they need to help them explore, experiment, and enjoy our brands.

Job title: Senior CRM & Loyalty Coordinator

Reports to: CRM & Loyalty Manager

Location: Head Office, London

With an industry leading loyalty programme and a constant drive to deliver a compelling personalised customer experience, we are looking for a Senior CRM & Loyalty Coordinator to fill an important role within our CRM Team.

We have a wealth of rich data from which we can derive game-changing insights to deliver personalised customer communications across the full customer lifecycle. You will be responsible for taking insights and turning them into meaningful actions that delight our customers whilst driving value for Space NK and our brands.

We are looking for someone who is commercially driven with a true customer first mindset. You will thrive in a highly collaborative role, partnering closely with teams across the business, including Customer Insights, Buying, Creative and Ecom. You will be passionate about generating new ideas and confident presenting them to both internal and external stakeholders, including brand partners within our Data Sharing Programme. You will also be highly experienced in working to tight deadlines and managing multiple projects simultaneously.

Reporting into the CRM & Loyalty Manager, you will play a pivotal role in the development of new CRM strategies, with a specific focus on delivering growth for our brand partners, as well as engaging our top tier customers. You will be executing plans using traditional routes to the customer, as well as supporting the development of CRM innovation.

We are looking for an individual who understands the importance of the Space NK customer and wants to champion their needs on a daily basis. To be successful in this role you will need to be highly organised, with a great work ethic and not intimidated by managing multiple projects at once. You will have strong Microsoft Office skills and enjoy pulling together presentations that bring our campaigns to life for internal and external stakeholders. A passion for beauty retail would be beneficial, however previous experience in this field is not a requirement.

Key Responsibilities:

Development of targeted CRM initiatives across multiple channels (Stores, Website, Email, App, SMS, Print) from ideation through to execution, launch, and reporting.

Work with the CRM & Loyalty Manager to support on conversations with both prospective and active brand partners across the Data Sharing Programme (brand funded CRM).

Work with Buying teams on Joint Business Planning process for the brands, incorporating CRM & Loyalty.

Build customer segments and multichannel campaign journeys based on business objectives and customer behaviours.

Work with the Customer Insights Team and CRM & Loyalty Manager to create comprehensive data-driven campaign action plans for brand partners.

Produce post-campaign analysis and reporting, identifying insights and recommendations to optimise future activity.

Coordinate CRM activity across multiple cross-functional stakeholders (both internal and external). This role involves the production of creative assets (digital and physical) for CRM campaigns and liaison with the Buying teams and Distribution Centre for CRM sampling activity.

Manage end-to-end campaign execution via our customer data platform (Optimove) to create targeted promotions and campaign flows, build customer segments and produce post-campaign reports.

Support the CRM & Loyalty Manager in preparing presentations, campaign proposals and results summaries for internal and external stakeholders.

Liaise with internal Creative, Category, Tech, Ecom and Customer insights teams as well as external brand partners and agencies.

Support the CRM & Loyalty Manager in delivering loyalty initiatives designed to drive engagement, retention and customer lifetime value from our top-tier (Deluxe) loyalty members

Support improvement in key business metrics, including loyalty programme sign-up rate, second purchase rate, year-on-year retention rate and customer lifetime value.

Responsible for maintaining campaign calendars, project plans and trackers to ensure smooth delivery across multiple concurrent projects.

Qualifications, Knowledge, and Experience:

3 years+ relevant CRM and/or marketing experience

Mandatory: hands-on experience of CRM campaign build / implementation including customer segmentation

Previous experience of working on a loyalty programme would be advantageous

Previous experience of working in a multichannel retail environment preferable, i.e. bricks and mortar stores and ecom

Previous experience working cross-functionally across departments

Experience managing external stakeholders (e.g. agency partners, brands)

Understanding of: customer databases and permissions, including GDPR, response-driven design, copy and creative & on-brand marketing communications

Personal Attributes

Must be an excellent team player; possessing the ability to build, foster and nurture strong relationships

Natural ability to think creatively and outside the box

Highly organised with meticulous attention to detail

Ability to work in a fast-paced environment

Self-confident with good presentation skills

You will be results driven and commercially aware

You will be self-motivated, pro-active and demonstrate strong organisational skills

Please note that only successful candidates will be contacted.

All applicants must have the right to live and work in the UK.

If you want to find out more about us, what it is like to work for us, all about our benefits, and our pledges on Diversity, Inclusion and Belonging, please visit our website.

Space NK are an equal opportunities employer.

How We Will Use Your Information

We will use the information you provide to us with your job application to help us process your application for the specific job you have applied for. If you apply speculatively, we will process your application for the job/relevant business area that you detail within your email.

Please note that our current system does not use an automated filtering system.

All applications made via the website, through a third-party website or in-store will be kept on file for a period of 12 months.

This information will be retained and used to assess your suitability to similar positions that may arise in the future, or if the initial vacancy becomes live again during the 12-month period. If you would prefer us to not hold your information on file/ you wish to be ‘forgotten’ if you are not offered a position with Space NK, please email your ‘right to be forgotten’ to our recruitment email address with RIGHT TO BE FORGOTTEN as the title of the email. We will always inform you when we have deleted your application details, otherwise we will treat your application as consent to us holding this information.

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