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The role requires a combination of strong analytical skills and technical knowledge of data management, together with creative flair to deliver communications which drive loyalty to the business.

Key Accountabilities/Responsibilities

  • Define and drive forward initiatives that support the delivery of the CRM strategy as a key business objective.
  • Work on multiple projects including customer retention strategy, nursery program, customer research, development of the customer loyalty programmes, and life cycle strategy.
  • Champion on data-driven approach to CRM planning; work with the Finance team to develop CRM analysis to drive performance improvements, support decision-making and communicate the financial value of CRM to business.
  • Customer Journey Mapping, analysing touch points with the organisation and maximising all commercial opportunities.
  • Promote excellence in the CRM channels and deliver internal communications to support strategic initiatives; communicating latest trends, results to tests and best practices to maintain engagement.
  • Drive best practice across all CRM activity, working collaboratively with wider marketing and e-comm teams to share learnings and benchmark performance.
  • Champion an integrated approach to CRM, using the single customer view to ensure a consistent message across social media, email, online and in-store communications.

Desired Knowledge/Experience

  • Have a minimum of 3 years' experience in managing CRM Marketing within a retail business.
  • Be an experienced user of an ESP (Email Service Provider), competent with the principles of segmentation and building emails.
  • A good technical understanding of the data flow in a retail business.
  • Have exceptional analytical skills - capable of identifying actionable insights and optimising opportunities.

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