eCRM Manager (maternity cover)

Location
London (Central), London (Greater)
Salary
Up to £45,000 p.a.
Posted
11 Sep 2019
Closes
30 Sep 2019
Function
Ecommerce, Marketing
Sector
Luxury, Womenswear
Job Type
Temporary
Level
Manager

We have an amazing opportunity for an experienced eCRM Manager (maternity cover) at the Mayfair Head Office of this super-luxury brand. You will have complete ownership of weekly newsletters, automated email campaigns, database acquisition and clienteling/121 outreach initiatives with a strategic involvement in Customer Service. 

Focusing on brand loyalty, customer segmentation, personalisation and long-term customer profitability, you will have the overarching objectives of increasing customer lifetime value, driving database growth to enhance the service value proposition while ensuring  ROI and profitability. 

Key Responsibilities

PLANNING 

  • Plan, drive and execute tailored email campaign journeys in line with the promotional calendar; using trading/product knowledge to ensure campaigns are commercially driven, relevant and targeted
  • End-to-end management of email campaign creation, from briefing through to upload into ESP and delivery
  • Proactively liaising with internal stakeholders to ensure communications are in line with business requests and wider communication strategy
  • Drive and continually develop e-CRM email communications personalisation across all markets

CUSTOMER PROGRAMS AND SEGMENTATION

  • Create relevant 121 communications across the region by understanding customer behaviour and global CRM profiles.
  • Enhancing existing and building out new automated campaigns to continuously improve performance
  • Implement and build multi-level Programs with specific actions and journeys for different customer profiles.
  • Implement testing plans for content, subject lines and offers to improve the results and relevancy of campaigns
  • Increase customer lifecycle value and develop customer loyalty programs
  • Be a champion for CRM across the business, with a particular focus on the eCommerce estate
  • Identifying new opportunities to increase engagement points with clients (e.g. chat service)
  • Providing recommendations on new developments based on changing digital trends

KPI AND ANALYTICS

  • Compiling weekly analysis on performance to the business and successfully adjusting strategy based on performance
  • Increase the value from the customer database by increasing frequency of sales, lifetime value
  • Proactively make recommendations for campaign improvements & efficiencies
  • Budget and ROI tracking against all initiatives

CLIENTELING

  • Identifying key client segmenting opportunities where implementing engagement strategies and 121 clienteling initiatives that can increase the share of wallet
  • Strategically involved in enhancing the global eCommerce Customer Care and service value proposition

Skills & Requirements

  • Proven success in developing a strong email and CRM strategy from an eCommerce perspective with commercial KPIs within a luxury fashion context
  • Excellent knowledge of customer segmentation and lifecycle methodology, online performance marketing and website analytics
  • Proven experience of executing campaigns in an ESP (automated as well as weekly newsletters), ideally experience working with Bronto
  • Take a data-driven approach with strong analytical skills
  • Basic copywriting skills, and creative content-producing skills for a luxury brand
  • Good technical understanding and logical thinker

We regret we can only respond to successful applicants.

 

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