Hybrid CRM Manager – FTC

at Inspired Thinking Group (ITG)

• Job title: CRM Manager – FTC
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, London, United Kingdom

About the role

• CRM Manager responsible for delivering personalized customer campaigns and communications in retail space. Collaborating with teams to drive engagement and loyalty across customer communications.

Responsibilities

• Own the end to end delivery of customer communications, including emails, and push notifications.
• Develop new, and iterate existing communications – to support support the development and delivery of the Customer Loyalty Communications strategy to drive growth, personalisation, frequency and engagement across our customer base
• Identify opportunities to enhance our processes and ways of working. Find ways of improving executional efficiency across the team, and work with relevant teams eg. Product and Automation to implement
• Collaborate with other marketing teams across M&S to bring the loyalty proposition, benefits and campaign moments to life across touchpoints, channels and activities. Work closely with teams to align campaigns across other channels eg. onsite, paid and ATL.
• Collaborate with Analytics and Data Science teams to ensure activities leverage data led opportunities, embed test and learn, and are analysed for post campaign findings
• Ensure all customer communications align to our M&S and Sparks brand standards, and are reflective of communications standards
• Optimise all campaigns against key performance metrics, engagement, open rates, click through rates, offer redemption and opt outs. Embody a continuous improvement approach, continually evolving activity to ensure the best outcomes. Ownership of reporting and analysis requirements within the CRM team, being the key contact to supporting cross-functional stakeholders to drive continuous improvement.
• Ensure all activity is delivered on time, to budget, or appropriate risks and mitigations have been communicated
• Be mindful of key loyalty and communications trends from competitors, and outside the retail industry, and make recommendations as to how these can be adopted in our communications
• Maintain positive relationships with our delivery partners (data, creative, development agencies etc.)

Requirements

• CRM background with demonstratable knowledge of CRM planning and delivery as well as end to end campaign management, ideally within retail.
• Excellent communication skills, including proven ability to communicate and influence all stakeholder levels in a clear and concise manner.
• Ability to work both strategically and tactically to translate business requirements into effective delivery plans and roadmaps
• Campaign Management/ Project Management experience
• Retail/ Loyalty experience
• Data literate and numerically literate
• Customer centric, with a good degree of commerciality
• Experience in agency management