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eCRM Manager (maternity cover)

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


  • 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


  • 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


  • 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


  • 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.


Up to £45,000 p.a.

eCRM Manager (maternity cover)

Central London, London, UK

Published on 11 Sep 2019