CRM Manager – FTC
Inspired Thinking Group (ITG)
full-time
Posted on:
Location Type: Hybrid
Location: London • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
CRM planningcampaign managementdata analysisreportingproject managementcustomer communicationsemail marketingpush notificationsperformance metricscontinuous improvement
Soft skills
communicationinfluencingstrategic thinkingtactical executionstakeholder managementcollaborationrelationship managementcommercial awarenessproblem-solvingadaptability