The Works Stores Ltd

Analyst

• Take charge of logging, categorising, and prioritising incidents
• Perform quick diagnostics and error checks to resolve issues
• Identify incident trends and spot potential major incidents early
• Close the loop on resolved issues, ensuring tickets are completed with clear, final resolution
• Stay on top of SLAs, keeping stakeholders updated with timely communication
• Contribute to building an ever-evolving user knowledge base
• Record and capture incidents accurately
• Continuously work to enhance first-time fix rates

Technology Service Desk Analyst

Customer Success Manager

• Help shape a more inspirational, content-led email programme that reflects our non-transactional website model and encourages customers to visit stores.
• Plan and schedule campaigns around trading priorities, key customer missions, seasonal moments and wider business objectives, ensuring every send feels relevant, purposeful and valuable.
• Create, build and optimise broadcast and automated email campaigns using our ESP, helping evolve the channel from product-led sends to more curated, editorial-style storytelling.
• Drive acquisition through onsite email capture overlay and lead generation initiatives that support CRM database growth and future customer engagement.
• Work closely with Brand, Creative, Buying and Merchandising teams to brief and deliver campaigns with a clear role, strong content hierarchy and a distinct point of difference for the email channel.
• Working with our Customer Data & Insights Executive, use campaign and customer performance data to identify trends, support A/B testing and continuously improve engagement, creative effectiveness and overall channel performance.
• Review performance at both individual email and wider campaign level, feeding back key product and campaign insights to relevant stakeholders and applying learnings to improve future activity.

Technology Service Desk Analyst

CRM Executive