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CRM Manager F&B in London

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Job description

Job Title: CRM MANAGER
Location: London
Reports to: Director of Digital & CRM
Responsible for: UK & Region CRM Management and Projects for a luxury retail brand
I am currently supporting a world-renowned fashion house that is in search of a CRM Manager, Luxury Retail experience is compulsory for this role!
What they offer:
*Eligible to a 10% performance bonus
*Bupa
*Pension
*After 6 months of service, will be invited to staff sales, flash sales and discounts in boutiques
*25 days holiday + bank holidays


Main Purpose of Job:
This position is responsible for leading all CRM for Fragrance & Beauty for the UK and Region.
The client is looking for a person who can contribute to the strategy across CRM taking specific responsibility for building the next steps in greater personalisation in communications - based on enhanced understanding of their clients - by bringing in strong strategic as well as technical capabilities. Experience of working with Salesforce Marketing Cloud and data models is essential.
The person will report to the Director of Digital & CRM, working closely with several local departments (e.g. IT, Marketing, Sales) as well as other areas of expertise within the Digital team including creative teams and E-business. In addition, this person will work closely with the Regional Media and Digital Director to upskill and guide the teams in their markets as they grow their CRM capabilities. There is a strong Global team based in Paris with whom this person will work to deliver global initiatives in the markets as well as to help shape Global initiatives and ensure market insights are considered.
They will be responsible for the following:
*Managing UK CRM projects

Lead UK CRM strategy, plan & budget
*Online and Offline strategy for both prospects and clients taking guidance from Global campaign guidelines and client journey program
*Liaise with other teams on strategy, budget & support, in particular with UK marketing to create activation calendar and align with Head of E-business
*Lead the business input into key data projects such as bi-directional data flows, data stewardship, etc. Define business rules for merge and data management and upcoming data integration.
*Project manage business side of key data projects.
*Lead on the development of CRM for local initiatives
*Liaise with other divisions to ensure alignment on data usage and collaborate to ensure rules around data cleansing and hierarchy align to business needs
*Work with Global to deliver relevant and effective personalisation of comms
*Ensure performance of different programs and creative strategies are analysed and their impact understood by the business, global and the creative teams
*Working with Global creative teams and UK digital designers to deliver best in practice creative and ensure high quality adaptations of Global creative for the UK Region markets

Champion data capture
*Closely manage the development of large-scale data projects with a hands-on approach, experience in managing such projects required.
*Drive best in class data capture, enrichment and cleansing
*Work with sales and other teams to ensure ongoing data capture and its quality in a secure way and that delivers value to our clients
*Create program to share understanding of the benefits of data capture with the sales team through egg training, regular communications and reports.

Drive segmentation and behavioural analysis culture
*Develop, implement and execute segmentation strategy working with Data Insights Analyst, Global, other divisions and 3rd party agency
*Define consumer journeys based on segmentation and client behaviours to enhance effectiveness through improved creative and relevance of CRM

Advise all markets in the Region on CRM strategy & planning
*Working closely with the Media and Digital Director for the region and where relevant the markets within the Region on CRM strategy
*Advising on Online and Offline strategy, secure and effective data capture and analysis for both prospects and customers
*Share best practice and deliver training as required

Management responsibilities
*Oversee CRM Executive and CRM intern and ensure quality of work:
*To ensure liaison with Global teams on assets delivery and validation
*Coordination of local market calendars for Global
*To ensure effective briefing of external email agency
*Produce monthly catalogue overview of all assets available to be shared with the Region
*Compile statistics for all campaigns and produce monthly reports per market
*Benchmark competitors and retailer's emails
*Define scope and work programs with 3rd parties including external email agency and Salesforce partners


REQUIREMENTS

*Hands on experience in CRM
*Previous experience using Salesforce is compulsory
*Experience of data projects an advantage, including data migration, merge and deduplication
*A critical thinker who can propose ideas, challenge status quo and drive initiatives
*Solid analytical skills
*Highly organised and detail-oriented, with the ability to prioritise the workload
*Good understanding of the Retail and Luxury environment
*Excellent knowledge of PowerPoint and Excel
*Fluency in French is a plus, but not necessary


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Extra information

Status
Closed
Location
London
Type of Contract
Graduate Jobs
Profession type
Advertising / Marketing / PR , Project Management
Full UK/EU driving license preferred
No
Car Preferred
No
Must be eligible to work in the EU
No
Cover Letter Required
No