CRM Manager - 6 months FTC
You will be delivering relevant, personalised, and exciting campaigns and communications that our M&S customers will grow to love. You could be managing the end to end delivery yourself – or working closely with our BU marketing teams - to deliver incremental value for the business and our members, behaviour change within the customer base, and a step change in how we reward our more valuable customers.
You'll be an adept CRM manager – used to collaborating across teams and maintaining a critical path. You'll be comfortable marrying creative thinking and data to design communications – and you'll constantly be looking to improve engagement and metrics.
You could be executing our trading communications at pace - or redesigning our programmes of communications - you'll thrive on variety and bring rigour and curiosity to our approach to CRM.
KEY ACCOUNTABILITIES & RESPONSIBILITIES
* Own the end to end delivery of customer communications, including emails, and push notifications.
* Develop new, and iterate existing communications – to support support the development and delivery of the Customer Loyalty Communications strategy to drive growth, personalisation, frequency and engagement across our customer base
* Identify opportunities to enhance our processes and ways of working. Find ways of improving executional efficiency across the team, and work with relevant teams eg. Product and Automation to implement
* Collaborate with other marketing teams across M&S to bring the loyalty proposition, benefits and campaign moments to life across touchpoints, channels and activities. Work closely with teams to align campaigns across other channels eg. onsite, paid and ATL.
* Collaborate with Analytics and Data Science teams to ensure activities leverage data led opportunities, embed test and learn, and are analysed for post campaign findings
* Ensure all customer communications align to our M&S and Sparks brand standards, and are reflective of communications standards
* Optimise all campaigns against key performance metrics, engagement, open rates, click through rates, offer redemption and opt outs. Embody a continuous improvement approach, continually evolving activity to ensure the best outcomes. Ownership of reporting and analysis requirements within the CRM team, being the key contact to supporting cross-functional stakeholders to drive continuous improvement.
* Ensure all activity is delivered on time, to budget, or appropriate risks and mitigations have been communicated
* Be mindful of key loyalty and communications trends from competitors, and outside the retail industry, and make recommendations as to how these can be adopted in our communications
* Maintain positive relationships with our delivery partners (data, creative, development agencies etc.)
KEY EXPERIENCE
* Job knowledge – specialist skills, experiences, qualifications, specific systems or practices relevant to the role, latest function specific knowledge
* Business knowledge – level of commercial awareness, economic, commercial, political experience, industry specific knowledge to differentiate M&S from competitors
* Problem solving – analytical skills, ability to direct, lead and deliver solutions that go beyond existing ways of doing things
* People & Leadership skills – communications, leadership and talent development skills.
Requirements
ESSENTIAL
* CRM background with demonstratable knowledge of CRM planning and delivery as well as end to end campaign management, ideally within retail.
* Excellent communication skills, including proven ability to communicate and influence all stakeholder levels in a clear and concise manner.
* Ability to work both strategically and tactically to translate business requirements into effective delivery plans and roadmaps
* Campaign Management/ Project Management experience
* Retail/ Loyalty experience
* Data literate and numerically literate
* Customer centric, with a good degree of commerciality
* Experience in agency management
DESIRABLE
* Hands on experience in email and customer journey design and build (ideally using Salesforce Marketing Cloud)
* Understanding of HTML and producing emails through a user-friendly interface