HeadofCRM
Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates.
MorleysDepartmentStoresGroupisanindependent,privately-owneddepartmentstoregroupthatoperates7storesprincipallyingreaterLondonandNewbury,andanEcommerceplatformforourflagshipstoreinWimbledon.Ourstoresareattheheartoflocalcommunitiesandhavecenturiesofheritage,brandtrustandloyalty.
AnexcitingopportunityhasarisenforanexperiencedHeadofCRMtojoinourMarketingteam.ReportingtotheGroupsCEO,thisrolewillplayakeyroleinleadinganddeliveringtheCustomerStrategyandtargetedCustomerMarketingCampaigns.
HeadofCRMResponsibilitiesinclude:
Leadinganddevelopingallaspectsofthecompany'sCRMstrategyacrossemail,SMS,digitalRewardscard,pushnotificationsandwebsite.
OwningtheCustomerLoyaltyprogrammeRewardsfortheGroupincludingdrivingsign-upinitiatives,analysingloyaltydatatorefinemarketingandloyaltystrategies,growloyaltyrevenueandcustomerlifetimevalue,andimprovecustomeracquisition.
Developmentandmanagementofautomationemailcampaignsandbroadcast(adhoc)emailcampaignsincludingimprovementstoemailstrategythroughtacticalandengagingcampaigns,A/Btesting,segmentation.YouwillowntheEmailScheduleandneedtobalancerequestsfromBuyersandbrandswithacommercialanddata-ledapproachtoemailcontent.
WorkcloselywithStoreManagerstodrivetheLoyaltyKPIsforstoresandworkcloselywithBrandstofosterworkingrelationshipsandbrandinvestmentinCRMMarketing.
Upholddatagovernancestandardsandensuresdataiscapturedconsistentlyandappropriatelyacrossdifferenttouchpointsandchannels,andincompliancewiththeGDPRregulations.
ManagetheCRMbudgetwiselytosupportkeyemailmessageswithadditionalCRMchannels(push,SMS,in-storeevents,paidsocial).
ProduceweeklyreportsforinternalSeniorLeadershipTeamWeeklyTradeMeetings.PresenttotheBoard12timesperyearonprogressandnewinitiatives.
Managementof2CRMExecutivesand2DigitalDesigners.
RequirementsoftheHeadofCRMrole:
RetailMarketingexperiencepreferred,orwithcustomers
Adeepunderstandingandhands-onexperiencewithContentManagementSystems,preferablyOmetriaorasimilarCMS
Highlyexperiencedindatabasegrowthandcustomeracquisitioninitiatives
Highlyexperiencedincustomerlifecycleprogramsdeliveredviaemail,pushandSMS
Strongexperienceofplanning,executinganddeliveringEmailMarketingCampaigns
Adatadrivenandyetcreativeprofilewithastrategicandcommercialmind,andstronganalyticalskills
Abilitytoworkinafast-pacedanddynamicenvironment,managingandprioritisingmultipleworkstreamssimultaneously
Excellentattentiontodetailessential
Creatively-mindedwiththeabilitytosuggestnewideasandcritiquedesigns
Teamplayerwhoisself-motivatedwithexcellentrelationshipbuildingandcommunicationskills
Experienceofmanagingateampreferred.Consideratemanagementskillstonurtureateamintheirtalentstocreatestrongoutputsforthebusiness
Akeeninterestinfashion,beauty,homeinteriorsandretailispreferable
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