CRM Operations Manger Department: CRM Employment Type: Permanent - Full Time Location: Hybrid Description We're a much-loved brand with an exciting future. Our Islanders are a diverse bunch of bright, talented people who love working together - and are proud of the work they do. Progression here can take you in all kinds of directions. This is what a career at River Island is like. And this is where yours starts. What We Are Looking For Overview: This role is responsible for leading the CRM Operations team at River Island and ensuring we deliver and configure best in class customer communications. Within the role you will work closely with our internal teams and strategic technology partners to drive customer engagement & retention goals. Reporting to the CRM Lead you will plan and deliver seamless customer journeys and experiences that drive value for customer and the business. Your team will be responsible for an insight lead audience strategy to evolve our customer communications. Execution includes the HTML email build, app push notifications, and other comms. You will lead the activation of campaigns, report on their performance including risks and ops. Accountabilities: Manage and develop a small team in delivering integral BAU operational functions. Oversee the reporting regularly on performance of all email and app metrics (daily/weekly/monthly) and sharing clear actions and recommendations back to the business to enhance content and customer experiences moving forward. Establish concise documentation of the BAU Ops processes that the team manage and share with relevant stakeholders. Ownership of the CRM audience strategy, including building audience segments and selection in our CDP (Exponea aka Bloomreach). Understand the goals of personalisation and embrace technology to deliver this in the email, app and web channels. Work closely with the CRM Communications Manager on the test and learn strategy. Ownership of customer data within our CRM system, to ensure data is accurate, complete, and up to date to support our customer strategy to drive a culture of data led decision making. Ensuring the integration with the SVC and Bloomreach is aligned, and operational challenges are managed. Maintain a full understanding of our backend systems and be a SME in how to use these technologies to full effect to optimise SL's/PH's/templating and CTA's in line with the goals and objectives of the brief. Implement best practise for e-mail build, including close liaison with our UX and design teams to ensure templates are acceptable and on brand. · Oversee the build of email campaigns and HTML templates, plus the build of app push notifications and other customer communications. Liaise with internal teams such as insights, Martech, data engineering etc. Be the conduit for reporting of bugs to the appropriate product and development teams. Develop and maximise relationships with our strategic tech partnerships to generate additional revenue. Skills: Solid understanding of data management, customer audiences and segmentation development Customer scenario or journey building experience, ideally within Bloomreach or a similar CRM system such as Adobe or Salesforce Experience in the build of customer campaigns, including HTML and JINJA. Understanding of web analytics and KPI's in the email and app push channel ( GA and GA4 highly desirable.) Analytical and problem-solving skills Highly organised and detail-orientated Collaborative Strong communication skills Ability to work in a fast-moving / fast-growth environment. This Is For You Discount - Generous 50% staff discount so you can treat yourself & a bargain staff shop, all onsite RI Rewards - Reducing Islanders everyday expenses through discounts, benefits, financial advice, wellbeing solutions and more with Reward Gateway Island culture - We have a free onsite gym, subsidised restaurant & café & various social events throughout the year. We also work closely with the Retail Trust to create dedicated support for all our Islanders Work that stays at work - Flexible working is a given, on top of payday early finishes and Summer Fridays Family Hub - Every family is unique, we support Islanders with all different family setups enhanced maternity, paternity, adoption & fertility treatment Giver Island - Give as you earn scheme, a 'Giver Island' day each year and matched funding Training on the job - Support with upskilling skills through on the job training and qualifications Pension - A contributory private pension scheme Bonus - A generous bonus scheme Healthcare - With the choice to opt in for healthcare through our provider AXA Holiday - 25 days paid holiday, exclusive of Bank Holidays. With the added option to purchase additional holiday for whatever the need We mentioned the discount, right? Keeping You Safe At River Island we are committed to the safeguarding of all of our employees regardless of age or job role. We will fulfil our obligation under the Prevent duty which seeks to stop extremism and extremist views from materialising in our business. We promote and encourage the belief in British Values- including democracy, the rule of law, individual liberty and mutual respect and tolerance of different faiths and beliefs. To find out more, please visit www.gov.uk Every Islander Counts Our Island is made up of a diverse community, where we all belong and feel part of something bigger. We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will consider flexible working requests for all roles unless operational requirements prevent otherwise.