Job purpose: This role is responsible for leading the CRM efforts for Jaded London. Reporting to: Head of Ecommerce Key relationships : Internally – Head of Marketing, Head of Digital Marketing, Head of E-commerce, Senior Ecommerce Manager, Brand Marketing team, Graphic Design Team, E-commerce Team, Merchandising. Key accountabilities and KPIs include: Support the E-commerce team to build and scale our CRM initiatives for Jaded. Focus on customer retention KPIs in line with overall business and marketing goals. Curate and manage calendars alongside each relevant department. Implement a lifecycle centric customer segmentation and communication strategy. Identify new opportunities for improving customer KPIs and driving growth by working with data and insights to analyse and understand customer behaviour. Manage the end-to-end process of planning and implementing BAU activity ensuring coordination with key stakeholders across the brand. Manage email automation to deliver customer centric lifecycle campaigns to drive growth and improve customer KPIs. Monitor, present weekly CRM performance in line with business targets, ensuring the automation of weekly, monthly and periodical reporting. Responsible for database performance, keeping a close eye on churns, seeking out opportunities to drive high quality opt ins and adjusting activity accordingly. Champion an integrated lifecycle approach across digital marketing, working closely with the paid media and insights team to develop a consistent customer journey across channels. Work collaboratively with internal teams to manage customer data governance and GDPR compliance. Build out the CRM proposition across email, SMS, App and browser notifications. Requirements Technical and specialist skills required: CRM specialist with significant experience managing and optimising CRM activity at manager level for retail businesses, fashion experience a bonus. Extensive experience working with CDP platforms, specifically Ometria. Demonstrable skill and experience of developing customer segmentation models to support business goals. Demonstrable skill and experience of driving customer retention, £ per buyer and purchase frequency through delivering customer centric programmes. Fearless with the ability to generate ideas that can be tested rapidly to challenge current ways of working. Data obsessed with a highly analytical mindset. Hands on experience of analytics packages, preferably Google Analytics and Fospha. Excellent ability to build and maintain both internal and external stakeholder relationships. High level of emotional intelligence. Passionate about CRM, ensuring up to date with industry developments. Strategic mindset combined with intellectual rigour and agility. Basic knowledge of HTML desirable. Demonstrable ability to work in fast paced environments working to tight deadlines. Ability to prioritise and manage multiple projects and deadlines ensuring stakeholder expectations are managed effectively. Behaviours: Measure/Requirement: Results focussed demonstrated through successful delivery of CRM, App & Loyalty programs that have driven strong business impact. Motivated to add value and deliver business change in challenging environment Resilient; prepared to tackle problems head on and persist despite setbacks or difficulties. Drive change through credibility, effective teamwork and management skills. Work effectively and in partnership with key stakeholders to drive business performance Business Acumen Customer centricity key – think omnichannel across App, Web, Email, SMS & Stores Demonstrates the breadth to anticipate future opportunities and create the content/strategy to address these, delivering flawlessly executed results against stated strategies. Commercial approach to role and operations. Understands how their role impacts wider business performance and how to drive it further. Benefits 50% Employee Discount 24 days holiday per year (plus bank holidays) A paid day off on your birthday A paid moving day per year Hybrid Working Arrangements - 1 day per week WFH after 6 month probation Pension Scheme Bonus Scheme Employee Assistance Programme for you and your family £500 employee referral bonus scheme Local Business Discounts (cafés, fitness, beauty etc) North-West London office location directly located next to good transport links Casual office dress code (your style of dress is up to you, wear what you feel best in) Fully-stocked kitchens and fridges (hello endless brekkie and snack supply, see ya afternoon munchies) Regular Office Social Events (e.g. payday socials)