THE ROLE:
As the CRM Marketing Manager, you will play a pivotal role in developing and executing comprehensive customer relationship management strategies to drive customer loyalty, engagement, and revenue growth. You will collaborate with cross-functional teams to ensure seamless integration of CRM initiatives across various channels, leveraging data-driven insights to optimize customer experiences.
Develop the end-to-end CRM loyalty strategy, delivering an absolute best on class loyalty lifecycle programme driven by insight, customer research, data and personalisation stewardship.
Embed RFM and attitudinal segmentation into the end-to-end life stage nudging and encouraging customers to move up the value pyramid and talking to customers in the right way at the right time.
Project managing the loyalty programs within a matrix framework building timely and relevant reporting of KPI’s and acting on weekly trading rhythm and routines.
Lead the seasonal planning process for CRM – identifying key opportunities across CRM channels and working with the other CRM managers to deliver best in class activity.
Be Insight driven and Customer First, driving innovation through solid insight application driving loyalty decision making.
The role is within the CRM team but will work cross-functionally with tech, performance marketing, brand, UX teams, and the in-house design studio to create and implement loyalty initiatives and lead seasonal planning.
The successful candidate will take the lead on delivering the new New Look program across all channels, and with the support of a CRM assistant/Exec will have a 'hands-on' approach to this task as well as a strategic one. They’ll be passionate about delivering the best loyalty experience for our customers, whilst also leveraging new technologies in order to drive loyalty and ultimately competitive advantage
WHAT YOU’LL BE DOING:
The New Look CRM Loyalty and App manager will be responsible for:
End to End CRM loyalty program
Developing the CRM loyalty strategy and responsible for delivery, execution, and key performance KPI’s
Designing, managing and deploying the global Customer Loyalty strategy, creating timely cross channel loyalty programs that will increase loyalty, retention and encourage segment migration, ultimately resulting in improved RFM metrics and customer lifetime value
Optimise and deploy the Loyalty benefits associated with the Loyalty strategy. Have ownership over Push and Email communications and collaborate closely with the SEO & Performance marketing teams to ensure Loyalty activities are deployed across all digital marketing platforms
Develop bespoke programs for top customers in conjunction with the CLV and data strategy team
Seeing the loyalty customer communication plan through to delivery and optimisation by consistently advocating the use of customer data
Driving insight driven innovation and best in class plans and execution
Collaborating with the wider CRM team to deliver a robust execution plan whereby results and next steps are regularly shared back to key stakeholders.
Reviewing the performance of CRM initiatives weekly and generate actionable insights using a suite of in-house tools.
Manage the Loyalty Marketing budget and understand customer financials to build cost-effective programs. Work with the CRM senior manager during the forecasting, planning & budgeting processes in order to meet agreed KPIs & targets
Work with the Digital Design team to create the suite of assets required for Loyalty campaigns.
Manage complex campaign delivery through team prioritisation and resource planning
Research and recommend new strategic Loyalty opportunities.
Seasonal Planning
Be the CRM lead for the seasonal planning process, working with the other CRM managers to identify new opportunities.
Project manage all CRM elements of seasonal planning, feeding back to the wider marketing team on successes/ challenges & building the plans for the upcoming seasons.
Work closely with the…