CRM Manager
A fantastic opportunity to join our Digital Team!
We usually respond within a week
Creating original and innovative luxury soft toys, Jellycat combines luxurious fabrics with quirky and cute designs and sells its products online and via stockists throughout the UK, Europe and the rest of the world.
This role is DTC focused and sits within the Global Digital Marketing function in the wider eCommerce team.
We are looking for a seasoned CRM Manager with robust data experience to join our team and drive our customer relationship management initiatives.
The CRM Manager will be responsible for developing and implementing CRM strategies that enhance customer engagement, loyalty, and overall satisfaction. The ideal candidate will have extensive experience in managing CRM systems, analysing customer data, and leveraging insights to drive business growth. This role requires a strategic thinker with a deep understanding of retail customer behaviours and the ability to translate data into actionable plans.
You'll be;
- Developing and implementing comprehensive CRM strategies to enhance customer retention and engagement, and drive database acquisition
- Managing our CRM system to ensure it’s used to its fullest potential and effectively captures and analyses data
- Conducting thorough data analysis to identify trends, opportunities, and areas for continuous improvement
- Developing and executing test and learn strategies, focused on learning about our customers and optimising to their behaviours
- Creating targeted marketing campaigns based on customer segmentation and behaviour analysis
- Collaborating with cross-functional teams including marketing and ecommerce trading to ensure seamless CRM integration and execution and optimised end-to-end customer journeys
- Monitoring and reporting on CRM metrics, providing insights and recommendations for continuous improvement
- Guiding team members on CRM processes and tools to ensure consistent usage and data accuracy
- Utilising analytics tools to measure the effectiveness of campaigns
- Continuously developing the reporting suite for this channel to monitor and analyse performance
- Providing insights and actionable recommendations based on data analysis to enhance campaign performance
- Regularly presenting findings to senior leadership within the team and beyond
- Collaborating with the wider eCommerce team and Marketing team to align digital strategies with overall marketing goals
- Collaborating with external agencies and vendors as needed to execute marketing initiatives
- Leading and mentoring junior team members, providing guidance and support to foster professional growth
You'll have;
- Minimum of 5 years of experience in CRM management
- A strong focus on data analysis and strategy development, preferably in luxury retail
- Proven track record of successfully implementing CRM strategies
- In-depth knowledge of CRM platforms and processes, Klaviyo preferred
- Experience with copywriting, targeting strategies, and campaign management
- Strong understanding of website analytics and conversion tracking
- Excellent communication and project management skills
- Strong attention to detail and ability to work in a fast-paced environment
- Excellent communication and stakeholder management skills
- Ability to manage and present data clearly
- Department
- eCommerce
- Locations
- London
- Remote status
- Hybrid Remote
- Employment type
- Full-time
London
Our Perks & Benefits
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Discretionary Bonus Scheme
All our employees are eligible for a discretionary annual bonus based on the success of the company.
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Private Medical Insurance
We offer a premium level of cover for all Head Office employees through Vitality including Optical and Dental cover.
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Group Life Cover
We offer Life Insurance at 4 x basic salary
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25 days paid holiday
We value that you get more time with your family and friends. Therefore we offer everybody 25 days paid holiday.
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Hybrid working
We value work-life balance highly, therefore we work a hybrid model. Our whole company days are Tuesdays or Thursdays.
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Employee Assistance Program
Committed to the health and wellbeing of all our employees, we offer a comprehensive and confidential support program through Health Assured
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Private Chef!
Every Tuesday and Thursday we have the pleasure of having our own Private Chef team who prepare us all a buffet style breakfast and lunch. This is subsidised by the company with a small employee contribution.
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Regular social & team events
We have a very imaginative and active social committee who meet regularly to put on events that help us mark special occasions and celebrate our successes as a team.
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Contributory Pension Scheme
We offer a salary sacrifice pension scheme through Scottish Widows with a company and employee contribution of 5% each (you can of course increase your contribution).
CRM Manager
A fantastic opportunity to join our Digital Team!
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