Jellycat have an exciting new opportunity for an experienced CRM Manager to join our eCommerce team and play a key role in in building our retention strategy!

Reporting to the Global E-Commerce Director, the CRM Manager will be responsible for developing and implementing a global CRM strategy for Jellycat, ensuring we maintain and build on the successful growth we’ve seen over the last few years. You will also take the lead in defining and implementing a brand loyalty program.

You will use customer insight and analytics to define a roadmap for growth and have the opportunity to test, learn and scale in a fast-paced and supportive team.

With a passion for CRM, you will bring innovation and deliver CRM and Loyalty programmes that engage, inspire and retain Jellycat.com customers, ultimately building customer lifetime value. 

Roles and responsibilities will include: 

• Define, lead and activate CRM strategies across all digital channels
• Work alongside the Digital Marketing manager to ensure seamless running of campaigns, including segmentation and triggered sends
• Conduct A/B tests to understand which communications work best for the Jellycat brand and share learnings with wider eCommerce team.
• Work with the eCommerce Director and CEO to define a strategy for a new loyalty program
• Optimise the loyalty program to drive subscription sign-ups, increase AOV, and purchase frequency
• Map the customer journey across all touchpoints to maximise commercial opportunities.

• Devise and execute a roadmap of activities and communications to engage and retain members, reinforcing the value along the way.
• Build and manage campaign schedules (including welcome, abandonment, loyalty, and retention)
• Collaborate with the wider product, and content teams to deliver roadmaps and campaigns.
• Support with the improvement of processes and communication of best practices.
• Track and monitor member engagement and retention KPIs, preparing weekly dashboard to report on campaigns and recommend optimisations.

About you:

• Experience in the development of CRM programs.

• Hands-on experience of using CRM platforms in an e-commerce environment
• Adept at manipulating and reviewing data in Google Analytics.
• Strong organisational skills.
• Able to work to deadlines in a fast-paced environment.
• Excellent communication skills
• Experience in a relevant CRM Marketing, Loyalty Marketing, Retention Marketing, or Membership Marketing role.
• A practical understanding of the digital marketing ecosystem (web, email, SMS).
• Customer-centric approach, with experience building customer insights and developing strategies from insights.
• A data-driven and analytics mindset, with the ability to deliver data-driven campaigns and understand success metrics.

Does this sound like you? We want to hear from you! If you want to be apart of the Jellycat family please APPLY NOW.

Jellycat welcomes applications from all sections of the community as long as you have attained and can provide evidence for full working rights in the UK.