CRM Planning Manager

The Digital Planning and Design team are responsible for detailed customer experience planning and design across CRM and onsite journeys to drive business growth. Three areas sit within this team; CRM, Product Experience and UX and Design.

The Role:

• Work collaboratively with the Strategy, Data and Insight team to understand the opportunities arising from different ways of segmenting consumers
• Work with teams across the business to identify opportunities for tailored experience for different customers.
• Contribute to strategic plans which describe the current as-is experience for specific audiences where their experience is suboptimal, how we should look to change the experience to cater to their needs, and how this should evolve over time
• Develop hypotheses for multichannel test plans for a wide range of different audiences and agree how these will be delivered over time, working with the Digital Acquisition and & Retention and Strategy Data & Insight teams
• Take an active role in the campaign development process which delivers new content briefs and digital campaign assets into the Digital Team.

Your Profile:

• Experience gained within a B2C e-commerce environment in a CRM planning team
• Highly analytical and data driven. Experience using analytics packages and communications platforms to define appropriate contact strategy
• Excellent CRM planning skills
• Proven track record in creating contact strategies and planning personalised campaigns, specifically multi-wave campaigns to multiple audiences, that have delivered significant positive impact on key business metrics such as revenue, engagement, lifetime value
• Strong communication stakeholder management and presenting skills
• Exceptional brief writing skills, and experience in presenting complex user journeys to a wide audience