CRM Manager
Full Time, 39 Hours
Permanent
(Hybrid working - Head Office Windermere - minimum 3 days per week)
Job Overview
In this role, you will be responsible for improving customer retention and growth through planning, development, and delivery of all customer marketing via email, push, and SMS channels.
Reporting to the Senior E-Commerce Manager and working alongside other Digital Channel Leads, you will be responsible for delivering forecasted sales targets for these channels.
Key Responsibilities
* Manage weekly marketing email and push activities.
* Review and monitor active behavioral campaigns, making adjustments based on insights from the broadcast platform.
* Segment, produce, broadcast, and report on campaigns, continually refining based on KPIs such as open rates, click-through rates, conversions, AOV, and CLTV.
Skills and Experience
* Highly organized, deadline-driven, with the ability to manage multiple timelines.
* Commercially savvy, balancing data and creativity to enhance customer engagement and drive sales.
* Advanced numeracy skills and excellent communication skills.
* Ability to build strong relationships with stakeholders and influence outcomes.
* Team player who welcomes feedback and fosters collaboration.
Essential Requirements
* Proven hands-on CRM experience in planning, developing, and delivering BAU and automated campaigns in a multichannel retail environment with a significant online presence.
* Experience in articulating a CRM strategy and gaining stakeholder buy-in.
* Experience in reporting results and using insights to inform future strategies.
* Use of consumer insights for targeted communications.
* Experience managing third-party relationships with ESP providers.
* Proficiency in using ESPs to create and send effective communications.
* Good computer literacy: Microsoft Excel, Word, PowerPoint.
About Us
Founded in the early 1960s, Lakeland has maintained strong values of quality and customer care. From humble beginnings selling plastic bags from a garage in Windermere, we now offer over 4,000 kitchen and home products, with a nationwide presence and a large online operation.
Benefits
* Competitive salary and group personal pension plan.
* 29 days’ paid holiday, including bank holidays.
* Generous discounts on products.
* Dynamic retail environment with social and team activities.
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