Responsibilities

• Own the end-to-end delivery of customer communications, including instore, emails, banners, and push notifications. Work closely with teams to deliver into other channels including onsite, paid and ATL.
• Support the development and delivery of the Customer Loyalty Communications strategy to drive growth, personalisation, frequency and engagement across our customer base
• Collaborate with other marketing teams across M&S to bring the loyalty proposition, benefits and campaign moments to life across touchpoints, channels and activities.
• 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
• 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
• Find ways of improving executional efficiency across the team, and work with relevant teams eg. Product and Automation to implement
• Maintain positive relationships with our delivery partners (data, creative, development agencies etc.)

Requirements

• Campaign Management/ Project Management experience
• Retail/ Loyalty experience
• CRM experience
• Customer centric, with a good degree of commerciality
• Experience in agency management
• Data literate and numerically literate

Preferred

• Multichannel marketer – experience across digital, media, CRM and events/PR
• Experience in email and customer journey design and build (ideally using Salesforce Marketing Cloud) desirable

Benefits

• Time off that works for you — 25 days' holiday + bank holidays, a paid Wellbeing Day, flexible bank holidays to honour cultural or religious observances, and the option to buy or carry over up to 5 extra days.
• Flexibility & lifestyle — Smart Working with up to 40% from home, and after 12 months, the option to work from abroad for up to 90 days a year.
• Family & life milestones — Enhanced family friendly leave, 3 extra days for your wedding/honeymoon, and an Employee Assistance Programme whenever you need support.
• Financial perks — Pension scheme, Corporate Medical Cash Plan, electric car salary sacrifice scheme, and tax-efficient payroll giving to your favourite charities.
• Growth & recognition — Funding for professional qualifications, monthly Employee of the Month awards (£250 bonus), and referral bonuses of up to £1,500.
• Community & wellbeing — Regular Wellbeing Workshops, 30+ Wellbeing Champions, a paid Volunteer Day, and an online perks platform with discounts on top brands, days out, and gym memberships.