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CRM Lead

4 months ago

London, Greater London, United Kingdom Marks and Spencer Full time

Summary

Our online channels are experiencing incredible growth, which shows no signs of slowing. With an online presence in over 100 markets, are you ready to take our digital customer experiences to the next level as we turbocharge Omnichannel & Online?

You'll also be joining us at an exciting time, as we have ambitious plans to drive online growth and create outstanding omnichannel experiences for our customers, as part of the wider transformation of M&S. If you thrive in ambiguity, enjoy being part of a problem-solving team, and are excited by changes that improve experiences of colleagues and customers, join us

All the details

What's in it for you?

Being a part of M&S is exactly that - playing your part to bring the magic of M&S to our customers every day. We're an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us.

Here are some of the benefits we offer that make working for M&S just that little bit more special

  • 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
  • Competitive holiday entitlement with the potential to buy extra holiday days
  • Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
  • A generous Defined Contribution Pension Scheme and Life Assurance.
  • A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
  • Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
  • Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
  • Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
  • A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.

What you'll do

The CRM Lead will be responsible for the Marks and Spencer CRM Automation and Audience Management Teams, working across Clothing and Home, Sparks and Food, and for the Clothing and Home and online CRM Planning and Campaign Management team.

You'll be a seasoned CRM senior practitioner, with a strong focus on multi channel data driven optimisation powered by advanced MarTech, with the ability to balance both customer and commercial outcomes. You'll have a demonstrable commercial mindset with proven track record of driving change and growth, and be adept at designing and delivering against competing trading objectives in a fast paced environment. You'll have proven ability to champion transformation and effect change utilising new tools, techniques, and technologies with the ability to adapt communication and generate engagement and buy-in across all levels of the organisation.

Within this role you will head up Audience Data, Campaign Management, Planning, and Campaign Delivery teams delivering against financial, commercial, operational and customer KPIs. You will lead the experimentation culture and best practice, spearheading cross functional teams to maximise scale and speed to value.

  • Lead and design CRM campaign strategy, planning and execution across multiple business units and channels (email, App, Web, SMS). Develop and evolve automated campaign triggers, taking an insight led approach to prioritisation and test and learn activity to maximise performance.
  • Champion 1st party data strategies to leverage customer data and optimise the marketable base. Design new, and evolve existing, customer growth strategies at key moments in the customer lifecycle
  • Responsible for audience campaign data provision and quality, increasing accuracy, flexibility, and timeliness of data delivery in step with the CRM growth roadmap.
  • Develop and implement effective air traffic control strategies to optimise channel, frequency, and topics.
  • Ensure continual growth and development in CRM automation, utilising data science and GenAI to minimise manual and repetitive efforts.
  • Lead relationships with 3rd party partners supporting on CRM delivery, ensuring clear direction and effective return on investment. Close communication with key stakeholders to ensure alignment with trading priorities and product roadmap alignment.
  • Lead CRM audience data delivery, including optimisation of data availability, accuracy, flexibility, transparency and monitoring to ensure audiences are being leveraged to full effect. Ensuring all campaigns are delivered to a high standard, with appropriate QA, process, and documentation to minimise risk and error, and protect operational excellence.
  • Ownership of CRM performance, reporting on key success measures to the broader business and close monitoring of campaign effectiveness to maintain a culture of continuous improvement through test and learn.
  • Development of our MarTech stack, working with our internal Product teams to ensure our chosen technology is effectively leveraged and scalable in line with the future roadmap.
  • Manage, nurture and grow the CRM team maintaining a high performing and highly engaged team.

Who you are

  • Extensive experience of driving CRM growth metrics and leading team success at a senior level.
  • Proven experience in the the development and implementation of automated customer journeys, evolving and delivering effective air traffic control and next best' strategies.
  • Experience working within a highly commercial environment, ideally Retail, balancing competing objectives and priorities to drive the best customer outcomes.
  • Experience with large (multi-million) customer datasets to derive effective CRM strategies with demonstrable experience of data driven optimisation, using test and learn to drive key growth measures
  • Significant CRM line management experience, across multiple teams, nurturing highly engaged and high performing teams.
  • Direct or matrix leadership of data teams, with a strong understanding of CDP environments and coding languages (e.g. SQL, Python). Knowledge of wider analytical techniques such as predictive modelling, AI, attribution and segmentation to support an effective test and learn strategy.
  • Strong hands-on knowledge of campaign management tools such as SFMC and Adobe and wider connected MarTech stacks for effective omni-channel delivery and optimisation. Clear understanding and implementation of data best practice, including regulatory and legal considerations.

Everyone's Welcome

We are ambitious about the future of retail. We're disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We're transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don't hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.

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