Henderson Design Group is the UK’s leading wallpaper designer, manufacturer and online retailer, based in Hartlepool. Across our three distinct home decor brands, I Love Wallpaper, Lust Home and Lucie Annabel, we design, print, sell and dispatch wallcoverings from our North East operation. We are ambitious, fast-moving and continually evolving, with long-term plans to grow our brands, expand our reach and strengthen the way we connect with customers across every digital touchpoint.
This is a strong opportunity for an eCRM specialist who wants to own a key growth channel across three distinctive home decor brands.
You will have the scope to improve how we use customer data, segmentation, automation and lifecycle marketing to build better customer relationships and drive repeat purchase.
About the role
Reporting to the Marketing Director, you will be responsible for developing, planning, implementing and reporting on ECRM activity that drives quality traffic, conversion, loyalty and repeat purchase across our three brand websites.
It would suit someone who understands how customer data, segmentation, automation and well-timed communication can turn first-time buyers into loyal customers.
You will work closely with ecommerce, design, product and agency partners to deliver relevant, high-performing customer communications across our three brands.
Key responsibilities
Build a best-in-class customer journey across our digital channels.
•Develop and deliver the eCRM strategy across all three brands, using customer, campaign, channel and trading insights to drive engagement, conversion, frequency, AOV, retention and LTV.
•Own the planning, creation and management of automated and manual email campaigns and flows.
•Work closely with the Digital Marketing Manager to support cross-channel campaigns and ensure ECRM activity is aligned with wider marketing plans.
•Use segmentation and data-driven insight to deliver relevant, personalised customer communications.
Focus on growing the active database, improving customer retention and re-engaging lapsed customers.
•Lead the briefing of email assets, including templates, creative and copy that inform, entertain, retain, upsell and cross-sell.
•Own and manage Klaviyo, with accountability for performance, reporting and ongoing optimisation.
•Report on ECRM activity using in-house and external data, sharing insight with the wider marketing and paid media teams where relevant.
•Ensure data integrity and GDPR compliance across all ECRM activity.
•Stay close to ECRM trends, best practice and platform developments, bringing new ideas into the business.
Knowledge, skills and experience
•Minimum 3 to 5 years’ experience in email marketing or ECRM.
•Strong working knowledge of Klaviyo.
•Experience creating and optimising email campaigns, automated flows and customer journeys.
•Good understanding of segmentation, personalisation, retention, customer frequency, AOV and LTV.
•Experience with UTMs, conversion tracking, attribution and performance reporting.
•Strong copywriting skills and a good eye for email design, layout and customer messaging.
•Confident using data and analytics to report on performance and make commercially focused recommendations.
•Knowledge of marketing data tools such as GA4.
•Excellent attention to detail, communication, analytical and organisational skills.
•Collaborative working style, with experience working across internal teams and external agencies.
•Ability to work independently and manage multiple priorities in a fast-paced environment.
Desired but not essential
•A passion for lifestyle, interiors or home decor brands that inspire customers.
•A marketing, digital business or professional qualification.
•Budget management experience.
•Experience supporting the development or upskilling of wider marketing teams.
About you
We are looking for a confident eCRM specialist who can combine creativity, commercial focus and strong attention to detail. You will be comfortable owning a key channel, using data to make decisions and working collaboratively in a fast-paced, entrepreneurial environment where good ideas and strong execution can make a real difference.
What we offer
This role offers real ownership of the eCRM channel across three growing consumer brands, with the opportunity to improve customer journeys, retention, loyalty and repeat purchase.
You will work closely with marketing, ecommerce, creative and product teams, giving you the chance to shape customer communication from strategy through to campaign delivery and performance reporting.
•Full-time, permanent role, 37.5 hours per week, Monday to Friday, 9am to 5pm.
•Hybrid working, with time split between our Hartlepool office and working from home.
•3pm early finish one Friday per month.
•25 days holiday plus bank holidays.
•Discretionary additional annual leave, increasing with each year of service up to 5 years.
•20% staff discount.
•Competitive salary