Responsibilities - Own end-to-end BAU planning, production and deployment of CRM campaigns across email, SMS and direct mail, with continuous optimisation of processes and workflows. - Design and implement optimisation programme to create best-in-class CRM communications through testing, segmentation, personalisation and enhanced customer targeting. - Work closely with creative, product, insight and trading teams to deliver content and promotional strategies which improve customer engagement and conversion. - Own automated lifecycle and triggered campaigns, aiming to increase repeat rate, reengagement and customer lifetime value - Develop and execute strategies to grow the email and SMS contactable database. - Explore and assess new CRM channels and technologies, including WhatsApp and loyalty app opportunities. - Partner with the Head of CRM on the evolution and optimisation of new and existing loyalty propositions, to increase retention and customer lifetime value. - Monitor and report on CRM channel performance, sharing actionable insights and recommendations to improve performance across all CRM activity. - Line manage and support the development of the CRM Executive. Requirements - Significant experience in a multichannel CRM role within a fast paced consumer-facing environment (retail, e-commerce or similar), overseeing sizeable customer databases. - Strong understanding of CRM strategy, customer lifecycle marketing and retention principles. - Hands-on experience with ESPs and customer engagement platforms. Experience with Ometria and Attentive desirable. - Strong analytical skills with the ability to interpret data and translate insights into actions. - Experience managing automated and triggered CRM programmes. - Excellent communication and stakeholder management skills, capable of influencing and aligning cross-functional teams. - Commercially minded with a customer-first approach. - Previous line management experience preferred. - Excellent organisational skills with strong attention to detail. - Knowledge of loyalty programmes and emerging CRM channels is advantageous. Nice to Have - Knowledge of loyalty programmes and emerging CRM channels is advantageous. - Previous line management experience preferred. - Experience with Ometria and Attentive desirable. Benefits - Competitive salary - 25 days’ holiday with the option to purchase additional holiday through our salary sacrifice scheme - Bonus day off each year after 6 months’ service - A pension that you will automatically be enrolled in after 3 months - Life insurance (subject to participating in the pension scheme) - A flexible working approach - Early pay day Friday finish - A generous staff discount with up to 50% discount on our products - Interest free season ticket loans - Additional perks such as Westfield discount, etc.