CRM Manager

Office Holdings

  • London
  • Permanent
  • Full-time
  • 13 days ago
Role Profile:Responsible for creating and developing the brand’s CRM, online retention, and customer communications strategy, including developing and delivering the email and mobile marketing plan, reporting on KPIs and building long term profitable relationships with our customers. Working alongside the Insight Analyst you will be responsible for managing, developing, and mining the customer database to provide insight into customer behaviour and improve marketing performance and customer engagement metrics.Role Specific:
  • A key performance indicator is improvement to customer retention rate, you will design marketing strategies to retain, reward and reactivate customers at different stages of the customer lifecycle and ultimately increase retention rate
  • In a fast-paced retail environment you will need to be flexible and adapt the strategic plan throughout the year in response to new opportunities and challenges
  • Building on the comprehensive view of online customers we have built on the Bloomreach platform, you will own and develop the CRM infrastructure to integrate new data sources improving visibility of customer behaviour and broadening targeting opportunities
  • Review and integrate new marketing channels into the CRM mix e.g., SMS, App push, In store
  • Consider new opportunities to run targeted cross channel campaigns across email, social & display
  • Leverage effective targeting and personalisation technology to improve the relevancy of marketing communications
  • Devise, test, and rollout a customer loyalty/reward program for OFFICE and/or OFFSPRING
  • Develop strategies to increase awareness of office.co.uk in store, and drive sales from the offline audience
  • Analyse market trends and keep up to date with industry best practice
  • Manage the CRM Executive and Digital Marketing Assistant to support delivery of the CRM roadmap
  • Manage CRM agency relationships
  • Manage internal stakeholders
What we are looking for
  • Minimum 3 years experience in online CRM marketing, within fashion and/or retail experience
  • Proven experience of managing retention and CRM programmes and database management
  • Proven experience of building workflows within a CRM system
  • Proven track record of working in a sales/driven commercial trading environment
  • Experience in managing a team
  • An understanding of the current data protection and privacy legislation
  • Good copywriting skills
  • Very strong in email marketing and email marketing tools
  • Budgeting and forecasting experience
  • Good knowledge of web analytics (Google Analytics) and expert in Excel, Word, PowerPoint
  • Good communication and excellent team player- with a focus on delivery
  • Ability to work to tight deadlines both alone and with the team
LIVING THE OFFICE VALUES
  • INNOVATION & PASSION
  • CONTRIBUTION FOCUSED
  • INVEST IN FUTURE POTENTIAL
  • ENCOURAGED TO LEARN & SHARE
  • EMBRACE THE POWER OF INCLUSIVE TEAMS
  • CELEBRATE & REWARD IN EXCELLENCE IN CONTRIBUTION.
What we are offering youWe’re all passionate about the products we have here at OFFICE, we have an amazing group of individuals that help contribute to our success. We recognise our employees hard work and are keen to encourage Learning & Development across all of our functions. We want like-minded people to join us, strive to be the best and we will be able to give you the platform to do so!Some of our perks include:
  • Flexi- hours
  • Contributory pension scheme
  • Access to Employee Assistance Programme through the Retail Trust
  • Contribution towards eyetest and eyewear
  • 23 days annual leave and 8 bank holidays.
  • Increased annual leave after two years’ continuous service
  • Staff discount
  • L&D Development programmes with our Partner; The Fashion Retail Academy
  • Travel card loan
  • Breakfast on us
  • Monthly office socials

Office Holdings