CRM Manager

2 weeks ago

London, Greater London, United Kingdom Aspinal of London Full time

Aspinal of London is in search of a dynamic and experienced CRM Manager to join our team. Reporting to the Head of Ecommerce, the chosen candidate will play a pivotal role in developing, implementing, and optimising our customer relationship management strategy to enhance customer engagement, retention, and loyalty. We are looking for an individual with a robust background in CRM systems, data analysis, and proficiency in marketing automation tools.

Key Responsibilities:

  • Take ownership of the CRM strategy for Aspinal of London, encompassing planning, execution, and continuous evolution.
  • Lead efforts to optimise the CRM plan, prioritising an exceptional customer experience to drive engagement.
  • Manage the end-to-end customer journey to enhance conversion rates, satisfaction levels, and foster brand loyalty.
  • Work collaboratively with cross-functional teams such as marketing, merchandising, and customer service to ensure CRM initiatives are aligned with overall business goals.
  • Monitor campaign performance, providing detailed weekly and monthly reports for deeper analysis.
  • Identify and implement new projects to enhance the overall CRM strategy, driving continuous improvement.
  • Develop and execute test-and-learn strategies to optimise program performance and results.
  • Implement automation for key customer lifecycle journeys, establishing relevant metrics to measure performance against key KPIs.
  • Execute tactical CRM programs to support product launches and promotional calendars across all channels.
  • Ensure all CRM activities comply with international data protection regulations and standards.

Qualifications and Skills:

  • 5+ years of experience in driving and implementing successful and innovative CRM strategies.
  • Expertise in Emarsys is advantageous.
  • Proven experience in building data segments.
  • Strong knowledge of email development and management.
  • Highly analytical and KPI-driven mindset.
  • Ability to manage multiple streams of work simultaneously.
  • Strong attention to detail.
  • Excellent communication skills.
  • Ability to thrive in a fast-paced environment, remaining reactive and flexible under pressure.
  • Availability to travel to the office 1-2 days per week (London).
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