Working at Stella McCartney is a truly rewarding experience. As a luxury fashion company with a strong ethical standpoint we are leaders and innovators in our industry.Overview:The CRM Manager at Stella will oversee the development of programs, roadmaps, and Customer Relations strategies. You will develop and drive the CRM and email strategy to support customer acquisition, retention/reactivation, improving conversion, building customer engagement and supporting our business’ KPIs.A clear vision on how to leverage consumer behavioural, lifestyle, transactional and demographic data is needed. The CRM Manager will also deliver relevant marketing programs through multiple communication channels, with a vision of growing customer loyalty.The successful candidate will be able to think outside the box and deliver a program that champions the customer at Stella McCartney, with a view to things like personalisation and loyalty.Your Mission:Build and execute the 3-year CRM roadmap championing Digital channelsLead and develop Digital CRM strategies across multiple channels, keeping a focus on business KPI’sOwn & drive Digital CRM channel – develop the CRM Lifecycle strategy to drive customer loyalty and retentionLeverage data to deliver personalised customer journeysDevelop a 1-2-1 Clienteling strategy to drive loyalty for our top Digital customersDevelop a data capture strategy for the brand across the websiteBuild customer journeys using marketing platform workflows, in line with the brands customer personasOversee BAU email marketing strategy including segmentation, optimisation and execution.Analyse and segment different audiences within their email database to better target communications and engagement levels, running A/B testingWork closely with other internal teams in the business including Merchandising, Retail, IS&T, Comms and Marketing teams.Your Talent:Experience in CRM/Email MarketingExperience in customer database growthEcommerce background – Retail, Fashion, Accessories, Beauty, LifestyleStrong experience with Marketing platforms (i.e. Salesforce, Klaviyo)Comfortable with using data to improve performanceExperience in editing and manipulating HTML/SQLExperience with reporting customer database health & campaign performanceExperience working in a hands-on environmentAble to work effectively with others and independentlyGood working knowledge of data analysis and segmentationHands-on experience with Google AnalyticsExperience in accelerating delivery and implementation of CRM systems in a successful CRM teamConfident, cross-functional collaborator, good communication skills, excellent project management skills, creative skills, and a process-focused aptitudeOutcome focused and able to drive lasting changeAbility to manage key stakeholders and forge relationshipsRewardOur philosophy is to go beyond monetary return and consider ourselves responsible for your wellbeing, your family, your health, your time and the community.Up to 50% discount on Stella McCartney productsMatched pension contribution up to 6%Extensive private medical and critical illness insurance, as well as life assuranceAnnual Health Screening25 days annual leave (not including Bank Holidays) + 1 day of Birthday leaveFlexible working/core hoursEnhanced Maternity/paternity packagesMatched Give as You Earn charity schemeDiscounted gym and fitness memberships (Classpass)Health cash planPhysical and Mental Wellbeing Support ServicesEmployee referral bonusOptional/ Paid Benefits: Season ticket loan, cycle to work and tech schemes, travel and dental insurance and much more.We welcome people with disabilities and endeavour to make reasonable adjustments, if you do require such adjustments please let us know within 48 hours of your interview.At Stella McCartney, we like to be bold. For us this means challenging ourselves and the wider industry in which we operate. As part of our commitments to inclusive fashion, we have an ambitious strategy to put diversity, equity and inclusion at the centre of everything we do. Our starting point is to create a workplace where different voices are respected, heard and empowered in equal measure regardless of factors such as culture and backgrounds, and to influence and disrupt fashion and other industries by providing opportunities for global diverse talent to shine.
