Senior CRM Executive (12 Month FTC)

at  Not On The High Street

ACCOUNTABILITIES

• Working closely with Retention Strategy Manager to activate the company wide customer retention and loyalty strategy; proactively aligning with activation teams across the business to create a joined up direct response to customer behaviour with initiatives based on trading and retention targets
• Setting success metrics to track performance of CRM activities and provide clear commentary that focuses on suggesting improvements and next steps
• Having complete and thorough understanding of the customer lifecycle
• Using data and analytics to find optimisations with CRM communications specifically at different lifecycle stages
• Develop a robust plan to test tactics within the retention strategy (collaborating with Data, Performance Marketing, Digital Product, UX and wider CRM team to deliver and assess customer tests)
• Leading on activation within CRM channels; developing the CRM lifecycle strategy to drive loyalty and reduce reliance on BAU trade communications.
• Present test results, conclusions and next steps back to relevant teams to ensure everyone is up-to-date with the latest learnings
• With the support of the Retention Strategy Manager; this role will be responsible for hitting weekly trade targets for CRM channels
• Activate the testing of offering promotions to different segments depending on lifecycle
• Formulate content tailored to specific retention strategies, including dynamic content, and work closely with campaign, creative and copy teams to execute the most appropriate content for each audience
• Work closely with brand marketing to influence and support on any wider brand marketing campaigns
• Managing audience selection around customer segmentation, utilising first party data and third-party data enrichment to support decision making
• Management of the automated customer journeys; including analysis, optimisation tactics and new customer flows
• Working closely with the insight and analytics team on projects involving customer journey analysis, loyalty and customer lifetime value and customer segmentation
• Management and creation of all promotional codes including testing, terms & conditions documentation and communicating details with the wider business
• Management of budget processes; including PO raising
• Delivering weekly and monthly insights to senior stakeholders, creating clear commentary utilising data
• Supporting the CRM executive in delivering BAU communications; email and push notifications

TECHNICAL SKILLS:

• Experience as a Senior CRM Executive or a similar position within a customer focused retail or marketplace environment
• Experience in developing and optimising campaigns
• Experienced in customer segmentation and development
• Experience analysing lifecycle campaigns across multiple channels, focusing on CLTV impact as well as channel performance
• Confident and experienced in campaign development including all phases of briefing, building and reporting
• Keen desire to develop into a broader retention role working across multiple channels
• Able to set success metrics to track performance of marketing activities
• Strong analytical and reporting skills with a metrics-driven marketing mind
• Great sense of perspective; seeing the big picture but understanding the tactics required to achieve the long-term vision
• Awareness and knowledge of digital marketing channels that traditionally sit outside of the CRM remit

HUMAN SKILLS:

• Ability to work collaboratively around the business, naturally good at building relationships
• Customer focused, always putting the customer first when making decisions
• Ability to adapt and work within a fast-paced retail environment
• Confident in challenging what we do today and suggesting improvements based on data
• Results orientated; decisive and able to confidently make day to day decisions
• Organised and able to manage multiple tasks and stakeholders ensuring deadlines are met in the most efficient and effective way
• Exceptional eye for detail with strong organisational and prioritisation skills
• A passion for CRM. Up to date on the industry, digital platforms, and changes as they roll out
• Proactive and independent; questioning the status quo, constantly looking to use their initiative and improve CRM capabilities, suggesting new ideas and technologies
• Numerous years of hands-on experience with analytics tools such as looker, tableau and google analytics and CRM tools such as Ometria
  Don’t meet every single requirement? No problem. Your strengths, passion & fresh perspective could be just what we’re looking for - so we encourage you to apply!

WE ARE NOT ON THE HIGH STREET

We’re here to help customers discover amazing products for all of life’s needs; whether they’re looking for a gift or something for themselves. We provide small brands across the UK with an engaged customer base, expert business support and ready-made tech and data infrastructure.
We’re home to 5,000+ phenomenal small creative brands that we are proud to call our Partners. So we’re doing all we can to shine a light on these dynamic entrepreneurs, waving the flag for small businesses and generally championing their socks off.
We are looking to build on this momentum to drive our business to the next level. And that’s where you come in.

The NOTHs Senior CRM Executive role will play an important role in moving CRM activity from being predominantly about email, to being about customer lifetime value and retention as a whole. The Senior CRM Executive is responsible for the end-to-end execution of the customer retention strategy focusing on optimisation and delivery of the CRM strategy and customer communications. The role therefore has the opportunity to make a huge contribution to the health of our customer base and overall profitability.
Guided by the Retention Strategy Manager; the Senior CRM Executive will be responsible for the execution of a customer retention strategy focusing on creating a joined up and consistent customer journey in order to increase customer loyalty and lifetime value. This role focuses on combining the customer communications strategy, segmentation, promotions strategy and retention/reactivation in order to improve conversion, build customer engagement and support our overall business plan.
With support of the CRM Executive; the Senior Retention Executive will manage the end-to-end production of CRM communications whilst working closely with teams around the business to assist in rolling out the retention strategy across all customer touchpoints. Being data driven and commercially minded, this role will be responsible for segmentation with customer communications; developing a clear test and learn strategy around this and driving campaign optimisations across the entire customer lifecycle in order to boost customer loyalty and lifetime value whilst ensuring CRM trading targets are reached. We are looking for a motivated team player who can represent retention across activation teams within the business.