CRM Executive

The Fragrance Shop ,
Manchester, Greater Manchester
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Overview

Job Title: CRM Executive Reports to: CRM & Loyalty Manager Location: HQ, Trafford Park, Manchester Working Hours: Full Time, Monday to Friday A bit about the company Established in 1994, The Fragrance Shop is the UK’s leading independent fragrance retailer along with our partners Indulge Beauty and Scent Addict. Our aim is to make mainstream and luxury fragrances affordable and accessible to all. We showcase more than 130 fragrance brands in over 200 stores throughout the UK and online at www.thefragranceshop.co.uk. We are expanding and are always looking for enthusiastic, talented people to join the team and be part of a growing and vibrant brand. Role Overview The CRM Executive is someone who understands the importance of putting the customer at the heart of what we do and considers how we engage with them (beyond email and SMS) through personalisation, geo- location, content, mobile , and customer service. As the business realises its ambitious plans to introduce new product categories, launch further localised sites, products and apps, and to invest more implement the day to day delivery of our CRM program across TFS and its brand portfolio, this is an exciting role for an experienced CRM Executive to lead the way. Key Responsibilities Deliver the CRM strategy that is designed to increase the customer lifecycle value, deepens their relationship with TFS (and the brand portfolio), increases customer engagement, LTC and advocacy, and decreases churn Deliver best practices for CRM for all our brands. This should include personalisation, targeting and segmentation to improve engagement along with an understanding of the customer lifecycle with us and how and when we engage with them Work with and manage the day to day relationship with our suppliers so that we have CRMsystem that provides a singular view of our customers (globally) and can support the CRM strategy Deliver our CRM program across multiple channels (Inc. email, SMS, in-app push notifications, PPC, Paid Social) Implement our customer personas/target audience throughout the business and regularly report useful data-driven insights Ensure we manage our customer data in the most effective way, this includes how we collect it, how we manage it (cleaning it, protection, compliance and privacy) Continually optimise and test our campaigns so we are always looking to increase their performance Measure and evaluate all activities liaising closely with the Analyst team; regular progress reporting of results against KPIs and actionable insights to key stakeholders Collaborate with Marketing team and other channel owners to share learnings, increase effectiveness, and reduce costs Keep abreast of relevant innovation and developments to ensure CRM practices are cutting edge and effective Required Experience and Skills Bachelor Degree: Marketing, Business or related (or equivalent experience). 2 years related Marketing, Digital and/or CRM experience with demonstrated success in the role(s) Experience executing successful CRM campaigns and programs Good knowledge of the technical elements of CRM Experience of CRM channels across mobile app, web, paid media, email and SMS Proven track record of understanding customer segmentation and improving retention Previous experience producing reports with customer insight Passion for retail, fragrance and beauty Good interpersonal and communication skills, proven ability to effectively manage key working relationships Excellent organisational and time management skills, with the ability to work under tight deadlines in a fast-paced environment Very good attention to detail Demonstrate passion for the customer Ability to work in collaboration with various stakeholders Proactive, self-starter and a team player Be able to think mobile first Package Details Competitive Salary Employee Discount Scheme Flexible working options inc early finish on a Friday Duvet Days This job was originally posted as www.totaljobs.com/job/89336978

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