Key Responsibilities

• Own the end-to-end CRM strategy, planning, execution and optimisation of customer communications across email and other CRM channels, ensuring alignment with business objectives and customer needs.
• Lead the day-to-day management, production and deployment of CRM campaigns, continuously improving processes, workflows and operational efficiency.
• Develop and execute strategies to grow and maintain a healthy opted-in customer database leveraging our key partners for new customer acquisition while ensuring compliance with GDPR and customer data best practices
• Analyse campaign and customer performance data to identify opportunities to increase engagement, conversion, retention and customer lifetime value across the customer lifecycle.
• Own and optimise automated customer journeys and triggered communications, including welcome, onboarding, post-purchase, win-back and re-engagement programs.
• Partner closely with Ecommerce, Marketing, and Creative teams to develop compelling content and promotional strategies that drive commercial performance and customer engagement.
• Develop and implement a customer-centric optimisation program, leveraging testing, segmentation, personalisation and advanced targeting to deliver best-in-class customer experiences.
• Drive customer retention initiatives and CRM-led revenue growth through data-driven lifecycle marketing and personalised customer experiences.
• Monitor, analyse and report on CRM channel performance, providing actionable insights and recommendations to improve campaign effectiveness and overall business performance.

Key Requirements:

• Significant experience in a CRM or Customer Marketing role within a fast-paced consumer-facing environment, ideally retail, sports retail, ecommerce or omnichannel businesses.
• Hands-on experience with CRM, marketing automation and customer engagement platforms. Experience with Bloomreach is highly desirable.
• Proven track record of developing and executing CRM strategies that drive customer engagement, retention, revenue growth and customer lifetime value.
• Strong understanding of customer lifecycle management, segmentation, personalisation and retention marketing principles.
• Strong analytical and commercial acumen, with the ability to interpret complex data sets and translate insights into actionable business recommendations.
• Great communicator, with the ability to build strong relationships across the brand
• Outstanding ability to think creatively to identify and resolve challenges
• Ability to work cross functionally across several teams, both internal and external in order to deliver results
• Excellent stakeholder management and communication skills, with the ability to influence and align cross-functional teams.
• Strong commercial awareness and ability to understand implications on the business of decisions taken
• Highly organised, can work to tight deadlines and under time pressure
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