Job purpose: This role is responsible for leading the CRM efforts for Jaded London.
Reporting to: Commercial Director
Key relationships: Internally – Head of marketing, head of digital marketing, head of e-commerce, brand marketing team, graphic design team, e-commerce, merchandising.
Key accountabilities and KPIs include:
* Support the e-commerce and commercial 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 commercial 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 and measure 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/ESP/CRM 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 programs that have driven a positive 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.
* Retail experience.
* Drive change through credibility, effective teamwork and management skills.
* Work effectively and in partnership with key stakeholders to drive business performance.
Business Acumen
* Thinking from a business standpoint and with a clear view of where the business needs to go.
* 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
* Pension Scheme (3% Jaded, 4% You)
* 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
* Regular Office Social Events (e.g. payday socials)
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