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Senior Guest Knowledge and Engagement Manager

2 months ago

Oxford, United Kingdom Carter Murray Full time

Senior Guest Knowledge & Engagement Manager

Oxford

Luxury

£75,000

As Senior Guest Knowledge & Engagement Manager, you will support the growth and execution of the CRM and Membership programmes. With a strong focus on OR, CTR as well as top tier guest acquisition and retention through CLTV, FF, SPV & Sales. Reporting to the Head of Guest Knowledge & Engagement, you will deliver a streamlined approach to email and membership strategy and growth.

Key Responsibilities

Membership:

  • Support the strategic and innovative direction of the membership programme.
  • Work cross functionally with various teams to support the membership programme in encouraging member sign-up.
  • Lead on ideas for exclusive seasonal membership content such as rewards, communications, events and gifting.

Email Marketing:

  • Execute the email strategy, ensuring you are delivering personal, relevant and timely communications.
  • Own collaboration with key stakeholders (Content, Retail Marketing, Planning) on the email calendar to develop engaging communication that will deliver growth.
  • Report on key CRM metrics, weekly, monthly, quarterly and annually.
  • Manage implementation and optimisation if CRM supporting tools.

About you

  • Work at a fast pace and be capable of pivoting at speed to ensure both our brand and business goals are met continually & consistently in the challenging & changing marketplace of today.
  • 5 years'+ experience in managing loyalty or Membership programmes / CRM within retail and/or a luxury brand environment.
  • Previous experience in owning or supporting with a strategy for a CRM Channel as well as developing strategy and execution of automated lifecycle trigger communications.
  • Ability to manage time and workload effectively to deliver to deadlines and expectations - Experience using digital tools such as PowerBI, Google Analytics, and Salesforce Marketing Cloud & Loyalty Management platforms.
  • Excellent level of computer literacy in PowerPoint, Word and Excel.
  • Healthy mix of creative and analytical thinking in order to deliver innovative and engaging experiences that also deliver business results.
  • Knowledge of GDPR and the ever-evolving data privacy landscape.
  • Hands-on profile and strong communicator.
  • Highly organised with a high attention to detail and excellent project management skills

The SR Group (UK) Limited is acting as an Employment Agency in relation to this vacancy.