Aspinal of London is in search of a dynamic and experienced CRM Manager to join our team. Reporting to the Head of Ecommerce, the chosen candidate will play a pivotal role in developing, implementing, and optimising our customer relationship management strategy to enhance customer engagement, retention, and loyalty. We are looking for an individual with a robust background in CRM systems, data analysis, and proficiency in marketing automation tools.
Key Responsibilities:
1. Take ownership of the CRM strategy for Aspinal of London, encompassing planning, execution, and continuous evolution.
2. Lead efforts to optimise the CRM plan, prioritising an exceptional customer experience to drive engagement.
3. Manage the end-to-end customer journey to enhance conversion rates, satisfaction levels, and foster brand loyalty.
4. Work collaboratively with cross-functional teams such as marketing, merchandising, and customer service to ensure CRM initiatives are aligned with overall business goals.
5. Monitor campaign performance, providing detailed weekly and monthly reports for deeper analysis.
6. Identify and implement new projects to enhance the overall CRM strategy, driving continuous improvement.
7. Develop and execute test-and-learn strategies to optimise program performance and results.
8. Implement automation for key customer lifecycle journeys, establishing relevant metrics to measure performance against key KPIs.
9. Execute tactical CRM programs to support product launches and promotional calendars across all channels.
10. Ensure all CRM activities comply with international data protection regulations and standards.
Qualifications and Skills:
11. 5+ years of experience in driving and implementing successful and innovative CRM strategies.
12. Expertise in Emarsys is advantageous.
13. Proven experience in building data segments.
14. Strong knowledge of email development and management.
15. Highly analytical and KPI-driven mindset.
16. Ability to manage multiple streams of work simultaneously.
17. Strong attention to detail.
18. Excellent communication skills.
19. Ability to thrive in a fast-paced environment, remaining reactive and flexible under pressure.
20. Availability to travel to the office 1-2 days per week (London).