Role Overview
Wickes is a digitally led, service enabled business currently undergoing extensive digital and data transformation. We are looking for a data‑driven, customer‑centric CRM Manager to support the strategy, planning and execution of our design and installation portfolio.
Principal Accountabilities
* Manage the strategy and execution of CRM programmes to support kitchen, bathroom, solar and renewable energy leads and customer journeys, including a clear content roadmap that works alongside the trading plan.
* Develop a robust T&L framework to drive optimal performance of communications programmes across core KPIs and objectives, keeping the data‑to‑insights flywheel turning.
* Own campaign and programme evaluation and share learnings across teams.
* Identify ways to optimise processes, including the use of AI capability.
* Plan and test new and emerging channels with a relentless curiosity for what makes customers tick and how/where to best engage them.
* Act as the subject‑matter expert for Design & Installation from the CRM team and identify wider programme opportunities to support objectives.
* Identify and deliver data enrichment opportunities within the CDP to provide more relevant, timely customer communications.
* Use the CDP product to create customer segments on a light‑touch ad hoc basis.
* Collaborate cross‑functionally with marketing, commercial and customer care teams.
* Work with relevant agency partners (CDP partner, CRM agency, analytics, advertising and content agencies).
* Manage budget allocation for CRM initiatives.
* Provide support to a CRM Executive where required.
Skills & Expertise
* 5+ years of experience developing customer communications and CRM contact strategies that deliver positive commercial outcomes.
* Experience working with Customer Data Platforms to support CRM programmes and strategies.
* Strong stakeholder and agency management, ensuring clear understanding of dependencies, deliverables and risks.
* Ability to present and explain data and technical concepts in a simple, engaging way.
* Strong knowledge of GDPR and data‑protection requirements.
* Experience with customer segmentation and data planning.
* Proficiency with data visualisation tools such as Data Studio, Looker and Google Analytics.
* Budget management experience.
* Strong Google Sheets/Excel skills.
* We welcome applicants who meet some, but not all, of the above criteria.
What can we offer you?
* Competitive bonus.
* Flexible, hybrid working policy.
* Save‑as‑you‑earn scheme.
* Private medical and life assurance.
* Enhanced contributory pension scheme.
* Colleague discount and discount platform with savings and cash back at numerous retailers, plus gym membership and cycle‑to‑work scheme savings.
#J-18808-Ljbffr