Responsibilities

• The role is responsible for the ownership and implementation of omni-channel CRM solutions across Email, SMS, DM, Web Push and integrated channels, as well as our innovation agenda to ensure our offering can stay ahead in a competitive and cluttered market.
• creation and delivery of our Enterprise-wide CRM Operations strategy – including content build, campaign deployment, data integrity and platform modernization for 15 Brands across the ELC portfolio
• Work in partnership with brands and wider business to deliver best-in-class CRM activations across end-to-end process – audience selection, content design, campaign build & QA, deployment and reporting
• Role will lead on the Region’s multi-channel/omni-channel initiative, ensuring we’re executing across Email, SMS, Direct Mail and Push, driving Consumers both instore and online
• Lead and develop the regional support network ensuring we have the right internal resources and external contractors to enable the brand teams to execute CRM campaigns throughout the year
• Lead and evolve our Trigger Programme strategy, ensuring we are interfacing across all touchpoints across the Consumer journey with relevant and timely automated Communication
• Own region-wide distribution of best practices and embed insights to further develop CRM strategy to inform campaign generation and existing campaign enhancement. This role will also lead and influence to drive adherence to the best practice into brands CRM campaigns
• Constantly evolve campaigns based on robust test-and-learn strategy focusing on core principles such as Segmentation, Personalization, Channel selection and Communication timing
• Own and nurture relationships with key Technology Partners (Braze, Moveable Ink, Taxi), working in tandem to build Joint Business Plans and Technology Roadmaps
• Will have regular communication key Global Stakeholders, ensuring UK&I priorities are communicated and implemented into capability and technology roadmaps
• Will be required to be at the forefront of Industry-wide advancements, translating best-practices into our own strategy and workflow
• Will play a role as a Coach in the upskilling and development of key CRM capabilities and skills across the wider organization
• Will act as a key collaborator with internal IT/Tech teams to ensure the maintenance of existing data workflows, identifying and resolving queries within campaigns or changes required as per business priorities
• Work closely with the analytics team on measuring cross channel effectiveness and impact of campaign activity on consumer and business KPIs
• Will be responsible for the management and development of 1 x Direct Report, as well as oversee the workload of a number of External Contractors

Requirements

• Strong experience in managing consumer focused CRM and loyalty campaigns
• Strong experience translating business requirements or objectives into a CRM strategy, CRM program design and audience segmentation and targeting strategy.
• A proven track record of developing and implementing multichannel CRM strategies and programs E2E in high-growth online businesses
• Experienced user of customer selection tools (e.g Braze, IBM, Adobe)
• Experience of data driven marketing techniques, personalization, segmentation and targeting strategies
• Experience of working to KPI's and CRM metrics
• Able to give clarity, direction as well as problem solve
• Able to prioritise effectively and work to strict deadlines
• Good project management and negotiation skills
• Experience with Omni-Channel audience strategy and trigger campaign build
• Strong Stakeholder Management skillset
• Excellent Understanding of Data model, data dictionary and system architecture
• 5+ Years data marketing/CRM experience, including email marketing across the lifecycle (acquire, keep and grow)

Benefits

• 1 day working from home
• 25 Days Annual Leave (exc. Bank Holidays)
• 1 day Annual Leave to celebrate your birthday
• Holiday Purchase opportunity
• Summer Fridays
• Generous Staff Discount
• Mental Health Wellbeing Initiatives
• Benefits platform with exclusive discounts and offers
• Employee resource groups
• LinkedIn learning