Description
Great People Work Here
In Twinings UK&I we are on a stimulating journey of transformation as we seek to reach our goal of becoming a prominent brand in wellbeing drinks. We have created an organisation designed to be in flow, where everyone has a pivotal role to play, and an experience that enables you to get the most out of life at Twinings and thrive.
Do you want to shape the consumer experience of one of the most recognisable and highly regarded UK brands?
We’re Looking for an experienced Consumer Retention and Loyalty Manager to not only design our strategy around how we utilise our extensive Consumer Data Platform /CDP, but also lead the delivery of industry-leading consumer segmentation, marketing automation, email campaigns and consumer experience.
We’ve built a great Customer Relationship Management programme over the years, and have recently added a Consumer Data Platform (Bloomreach). It’s through this growth and additional understanding gained that this exciting new role has been developed - designed around leading the next stages of our growth and connection with our consumers, whether that be how we obtain and utilise data efficiently, the segmentation opportunities at our disposal, how or when we engage with consumers and the content we deliver to them.
This role would be ideal for an experienced Consumer Retention & Loyalty / CRM Manager who is experienced in working with (both in terms of strategy and delivery) rich and detailed consumer data, and has had CDP ingrained within their experience. You’ll be comfortable in the detail of data and bring with you know-how of how to spot opportunities within this and translate them into CRM, Loyalty and CDP strategy - placing consumer experience (CX) at the heart of everything you do.
Permanent, Full Time. Hybrid (Connecting with colleagues in person 2-3 days per week)
Key Responsibilities
This isn’t a traditional CRM role. There is alignment in that you will deliver email programmes, collaborating cross functionally to ensure that communications reflect our brand purpose and identity - but there is much more to the opportunity thanks to the Data at our disposal and the stage we are at in our transformation process;
* Balance the strategic thinking with hands-on delivery, to grow a consumer loyalty and retention experience that embodies & inspires both target and existing consumers to develop a deeper relationship with Twinings.
* Manage Bloomreach CDP and subsequently huge amounts of consumer data, utilising data-driven insights to inform content creation, timing, frequency & overall Marketing campaign plans.
* Contribute to consumer experience design - identifying and implementing personalisation, segmentation & customisation interventions (through a range of use cases)
* Ensure correct data privacy processes are in place we are operating in line with legal guidelines.
* Implement omni-channel consumer experiences in the CDP / CRM platform, defining the ‘journey’ steps, business logic, rules to apply, channel templates and code required to serve content and execute the personalised experience in each channel .
* Create personalisation rules and logic in the CDP / CRM platform that tailor content, offers and recommendations to individual consumers based on their segments, preferences and behaviours - optimising this for relevancy and engagement.
* Define the data tracking required for performance reporting, building reports and analysis to inform decision-making on future data capture strategies, experience design and overall strategic plans .
Skills, Knowledge and Expertise
* Experience in a similar role where you manager and build strategies from a CDP - for a consumer-centred, CX obsessed brand.
* Demonstrable experience of understanding and building Consumer Loyalty / Retention Strategies through data, and equally with executing these.
* Experience using key CDP and CRM systems,
* Curious, motivated and capable - with the ability to deliver value adding projects (whether technical, coding or content) in a timely and professional manner.
* Experience with data science and of delivering quantifiable business benefits - able to work with data to derive actionable insights related to personalising the consumer experience
* A great communicator and even presenter, enabling effective internal relationships to be built and enable you to bring others with you are passionate about the role that the CDP/CRM/ programme plays in building a positive consumer experience
Benefits
* Yearly bonus based on personal contribution and financial performance
* Private Medical
* Flexible working options
* 25 days holiday plus 8 bank holidays and the option to buy and sell holidays
* Onsite Gym and Wellbeing Centre
* Perkbox – employee discount scheme with discounts online, in high street stores, cinema, holidays, restaurants and many more
* Pension scheme with your contributions matched for up to 10% of your salary
* Cycle to work scheme
* SimplyHealth Cash plan
* Onsite Staff shop and online staff discounts
* Electric Car Scheme
* Up to four weeks Digital Nomad
* Opportunity for a variety of extensive development opportunities
* 2 recharge days a year to pause and get back on top and thriving
* Birthday day off
Permanent, Full Time. Hybrid (Connecting with colleagues in person 2-3 days per week)
Twinings has become one of the world’s most renowned tea companies over its 300-year history because we never stop learning, never stop experimenting and never stop inventing. We take pride in our tea from bud to cup and have been working with some of our tea estates around the world since the early 18th Century.
More than 300 years later, the love of tea is still here - and so are we! We still sell tea from Thomas’s shop, and we still work hard to bring the most innovative new blends to tea lovers around the world. Now, we have over 500 varieties and our teas are cherished all over the world. Our expert master blenders taste more than 3,000 cups of tea every week. So you can be sure the next cup you taste will be every bit as good as the one yesterday or the day before.
Our approach to Diversity, Equity & Inclusion
TwiningsOvo is focused on bringing together humans from different backgrounds and perspectives, providing employees with a safe and welcoming work environment free of discrimination and harassment. We seek to create a diverse, equitable & inclusive environment where everyone can thrive, have a sense of belonging, and do meaningful work together. As an equal opportunity employer, we prohibit any unlawful discrimination against an applicant on the basis of their race, colour, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability, age or any other status protected by law and are devoted to promoting diversity across our workplace.
Applicants may be entitled to reasonable adjustments under the terms of the Equality Act. A reasonable adjustment is a change in the way things are typically done which will ensure an equal employment opportunity.
Please inform our Talent Acquisition or HR Shared Services team if you need any assistance completing your application or to otherwise participate in the application process.