We're the feel-good fashion brand making style accessible and fun for over 55 years, on our website, mobile app and over 300 stores in the UK.
By living our values - we play to win, customer obsessed, we are one and it starts with me - we deliver That New Look Feeling for our customers and each other.
The Role:
As the CRM Senior Marketing Exec, you will play a pivotal role in strategically planning, developing and executing cross channel CRM campaigns that align tightly with the overarching CRM strategy and broader business objectives. You will lead the end-to-end CRM planning process, ensuring campaigns are designed to drive personalised engagement and innovation through data-led insights.
In this role, you will take ownership of planning & innovating through robust testing and optimisation and ensuring the CRM acquisition and brand strategies deliver maximum impact and efficiency. You will collaborate across departments to maintain alignment with business priorities, delivering seamless, customer-centric experiences across all CRM touchpoints.
You will also be responsible for managing and developing two marketing executives, embedding best practices in CRM planning and execution within the team.
WHATS IN IT FOR YOU:
* 40% staff discount plus friends & family discounts throughout the year
* Access to our reward platform for external discount and offers
* Private pension scheme
* Virtual GP access for you and your children - it allows you to speak to a doctor at a time and date that suits you
* All employees are covered by our life assurance policy from day one
* Unlock extra leave with our buy more holiday scheme.
* Celebrate YOU! Enjoy an extra paid day off on your birthday each year
* Enhanced maternity, paternity and adoption leave, and shared parental leave.
* Spread the cost of your commute with interest-free season ticket loans
* Do your bit for the environment and save money with our Cycle2Work scheme
* We're proud to partner with the Retail Trust and Fashion & Textile Children's Trust
What you'll be doing:
The New Look CRM Senior Executive will be responsible for:
CRM Strategic Planning & Alignment:
* Lead the strategic planning of CRM campaigns and initiatives to ensure full alignment with the broader CRM strategy and business goals.
* Develop and maintain a CRM roadmap, outlining key campaigns, testing plans, and optimisation initiatives aligned to customer lifecycle stages and business priorities.
* Continuously evaluate the effectiveness of CRM strategies, using data insights to recommend and implement refinements that improve customer engagement and commercial outcomes.
Campaign Management
* Oversee the planning and execution of targeted email campaigns, push notifications, and SMS messaging, ensuring alignment with the CRM strategy and business objectives.
* Ensure all campaigns are personalised and segmented appropriately, leveraging customer data and lifecycle insights to maximise relevance and impact.
Innovative testing & Optimisation:
* Own the development and delivery of a robust testing and optimisation framework within the CRM strategy.
* Generate innovative test hypotheses and use data-driven insights to optimise campaign performance.
Data- driven insight:
* Utilise customer data, insights and competitor analysis to inform campaign strategies and decision making.
* Monitor CRM performance metrics closely and provide timely, actionable insights to senior stakeholders to support decision-making.
Collaboration & Stakeholder Management:
* Collaborate closely with cross functional teams including trade, ecommerce, performance marketing, brand, social, creative & design and external agencies to identify opportunities and maximise campaign impact.
Reporting and Analysis:
* Own and manage the reporting process for the team. Ensuring timely and accurate delivery of performance insights to CRM manager and wider stakeholder groups. Proactively identify opportunities for improvement and drive actionable recommendations.
Customer Experience Optimisation:
* Ensure a seamless and consistent customer experience across communication channels including email, push, SMS. Ensure onward customer journeys web, retail, app align to campaign/ customer objectives.
Platform Expertise:
* Serve as a subject matter expert in CRM tools and platforms including but not limited to Emarsys, Odicci, Adobe, Kick Dynamics. Provide training and guidance to the team on CRM tools and best practise.
Team Management:
* Lead and mentor two CRM Executives, fostering a culture of strategic thinking, innovation, and continuous improvement.
Who you are:
* Minimum 4+ years' experience in CRM roles with proven expertise in strategic planning and campaign execution.
* Demonstrated experience in developing and executing CRM strategies, and promotional strategies aligned with business objectives.
* Strong ability to identify segmentation opportunities and personalise communications effectively.
* Proficient with CRM platforms such as Emarsys (preferred) and tools like Kick Dynamics.
* Skilled in using data analytics tools (Google Analytics, Omniture) to drive CRM optimisation.
* Excellent communication skills, comfortable influencing senior stakeholders and cross-functional teams.
* Strong organisational skills with the ability to manage competing priorities in a fast-paced environment.
* Champions customer needs by developing data-driven CRM strategies that are personalised, relevant, and aligned with business goals.
* Builds strong cross-functional relationships while upholding high standards of integrity, transparency, and responsible data use.
* Drives continuous improvement through testing, creativity, and agility-delivering measurable outcomes in a fast-paced, evolving environment.
Why New Look?
We care about you and the planet and believe fashion should be a force for positive change. We celebrate inclusion and diversity in everything we do. We're proud of our inclusive culture and our talented team members who embrace our shared purpose, behaviours and values.
We prioritise development, offering training to support your progression, so you can be your absolute best and achieve your goals.
We pride ourselves on being a flexible employer, our colleagues work a range of patterns. If you have a specific pattern in mind, we're keen to discuss this with you in line with the output needed for the role.
Please ensure that your CV is in simple format e.g. Microsoft Word when applying using your CV to ensure smooth application process. #J-18808-Ljbffr