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CRM Manager

Country : United Kingdom United Kingdom

Region : London

County : Greater London


Category : Sales

Contract type : Permanent

Availability : Full time

Job description

Debenhams have recently joined the Boohoo family and are currently looking for a CRM Manager to join the Marketing team. This is a key role within the department and reports into the Senior CRM & Loyalty Manager.

You will be responsible for the delivery and reporting of the CRM campaign strategy. Your primary focuses will be to implement programmes to retain our database, re-engage lapsed customers, acquire new customers, and increase their life-time value through personal and relevant life-cycle programmes. A large part of your time will be spend on campaign reporting and customer insights, in collaboration with the Customer Data & Analytics team. You will be focusing on creating and maintaining the CRM dashboards and weekly/monthly reports of CRM performance, derive actionable insights and inform the next steps of the CRM roadmap. You will also be responsible for the CRM calendar management in collaboration with the CRM team, Design and Content teams.

This role will be instrumental in transforming our customer relationship communications and reporting, at the start of our exciting journey to become the no1 online department store in the UK across Fashion, Beauty & Home.

Your teamAs an established and much-loved household name, you know all about our high street roots and bricks and mortar stores. Now, we're looking to the future. Since 2021, we've embraced some changes. We joined the boohoo group and have transformed into a primarily digital brand. Our vision is to be the UK's leading online department store and make our mark on the international market. We strive to become the number one destination for fashion, beauty and home. That's why we need you.

Marketers for the boohoo group have a reputation for being disruptors. We like that. When it comes to all things brand awareness and e-commerce, we're not afraid to be brave. Each of our teams is the voice of their own brand, so we utilise creative campaigns, social media and influencer outreach, PR & Comms, and events. On the e-commerce side of things, we drive traffic to our online stores and generate sales through affiliate marketing, paid media, CRM and SEO. Everything goes towards achieving our mission to be a global fashion e-commerce leader.

What you'll be doing Actively participate in creating the CRM plans across the customer lifecycle to drive marketing and retention campaigns. Oversee the email marketing process, including end-to-end management & co-ordination from planning to briefing Design & Content teams, through to email build, sending and reporting. Own the CRM comms calendar. Using your expertise in marketing automation, create relevant, segmented communications to drive engagement and support the sales funnel, as well as define a dynamic strategy to maximise retention. Work with the Senior CRM Manager to fulfil the CRM strategy. Oversee the delivery and optimisation of the comms plan across the customer lifecycle ensuring the brand is delivering the best experience for customers whilst also leveraging new technologies in order to drive loyalty and life-time value. Develop and implement test and learn strategies to drive retention, re-engaging lapsed customers and attracting new customers, while measuring, analysing and adapting to create effective lifecycle programmes. Work closely with the Customer Data & Analytics team to understand the value of customer segments and devise strategy on how to effectively target individual segments. Work closely with the CRM team (two Execs and two Assistants) and ensure a smooth day-to-day email process, help them troubleshoot and be the drive in their CRM skills development. Nurture and coach them. Deliver weekly, monthly, quarterly and ad hoc reports highlighting achievements, insights and lessons learnt to inform the wider business

Working with usTo succeed here, you have to love working at pace. It's relentless, but we love it. Change is a certainty - you need to adapt and be agile. We want you to challenge the status quo, innovate and be open to trying new things. We're always pushing boundaries. We empower our people, giving them freedom and autonomy to learn and grow in their roles. We're passionate, agile, creative and one team.

More about you

Experience as a CRM Manager, preferably using a large scale CRM platform within retail or fashion Preferable: experience using our ESP, Bloomreach Exponea Passion, energy, positive approach to the ambitious growth plans of the business An interest in data and excellent analytical skills using Excel and Google Analytics Excellent workload planning and time management skills, ability to adapt and prioritise Outstanding facilitation skills: able to work as part of a team, collaborate and build strong working relationships Ability to engage and positively influence all stakeholders across Campaign, Social, Insights, Finance, and Trade teams Excellent understanding of CRM marketing & technology, best practice, GDPR regulations Proven experience owning email marketing and segmentation plans, including the end-to-end co-ordination, execution and reporting Preferable: Familiarity with reporting and data visualisation tools like Qlikview, Tableau, Looker, Power BI to self-serve reports and insights produced by the Data & Analytics team

Ability to work hands-on in a fast paced environment, with very high attention to detail and excellent communication skills A team player with a positive attitude and an appetite to nurture the junior members of the CRM team

Why join usWe've set our sights on dominating the global e-commerce fashion market, and because we're 13 brands (and counting), there are plenty of opportunities to grow your career. Our mission is to create a workplace where everyone is respected, their individual differences are valued, and they can be themselves at work without exception.

You'll get the opportunity to take part in our various share schemes Core hours enable you to flex your working times around your needs on an ad hoc basis Benefits that support your health and wellbeing There's up to 40% discount off our all of our brands Our social calendar? Next level With HQs in Manchester and London and offices across the globe (some are dog friendly!), we offer a buzzing atmosphere and the boohoo family culture wherever you work

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