Lifecycle Marketing

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Description

Job Title: Lifecycle Marketing & Automation Manager

Location: London

Reporting To: Senior Growth Manager - CRM & Retention

Who we are

At Monica Vinader, we're on a mission to prove that buying better, wearing longer and doing better don't have to be mutually exclusive. From our commitment to making the most sustainable jewellery we can using precious materials, to the timeless style and endless versatility of our pieces, we are driven to making everyday fine jewellery accessible and affordable.

And don't just take our word for it, we are proud to be recognised in the industry through our recent awards, proving we are leading the way in sustainable jewellery:

• Ethical Jewellery Business of the Year 2021, Retail Jeweller

• Queen's Award for Enterprise: Sustainable Development 2022

• Responsible Luxury Business of the Year 2023 & 2022, Positive Luxury

• Best Sustainable Luxury Jewellery Brand 2022, Marie Claire UK

We are digital first, omni-channel, customer obsessed, female led and inclusive, focused on creating meaningful relationships with our community, who we owe our success to. We are looking for someone special to join our team to help us make luxury something we can all enjoy everyday.

Where we need your help

We are looking for a customer obsessed CRM specialist to be an advocate for our existing customer base ensuring we are communicating with them engaging, relevant and timely content. This role is an exciting opportunity to lead our efforts in enhancing our organisations CRM processes through the strategic implementation of automation solutions. This role will be crucial in enhancing our customer engagement strategies and driving business growth.

Taking the Marketing and CRM roadmap, you will be responsible for overseeing the execution of our strategy: managing complex, trigger-based, automated lifecycle journeys.

We are looking for someone who has advanced knowledge of using Email Marketing tools and/or Marketing Automation technology. The ideal candidate will have a deep understanding of how they work, how they can be configured to build segments and workflows, as well as how they can integrate with other systems, creating opportunities for efficiencies, data management, reporting and automation across the platform.

You should have both marketing and technical experience, along with an analytical approach to presenting key findings. You will need to be comfortable at engaging with stakeholders at all levels and across functions.

This role sits within the eCommerce team, but has a wider reach working with brand, creative, merchandising and more. You'll be part of a team using innovative technology and pushing each other to optimise the customer experience and communications throughout our customer lifecycles.

What you'll do

• Strategy and Planning:

• Play a pivotal role in our Growth Marketing team by continuously developing our omni-channel marketing automation function to drive innovation which leads to growth in our customer engagement and revenue.

• Analyse user data and behaviour along the marketing funnel and lifecycle stages and develop targeted marketing initiatives for each stage

• Factor in key customer segments and how content should adjust to resonate with these audiences - e.g. new, loyal, lapsing etc.

• Analyse current processes and workflows to identify opportunities for improvement through automation, ensuring that best practices are followed throughout.

• Develop and execute advanced email marketing strategies, including acquisition and nurturing campaigns, working closely alongside the Acquisition and Ecommerce team to optimise customer journey's and build a deeper understanding of different customer cohorts.

• Influence our growth marketing strategy with automation insights and foster cross-functional collaboration with content, design, and other stakeholders to ensure alignment with our business goals and strategy.

• Own AB testing of automation and triggered campaigns, driving a test and learn mindset.

• Technical Integration and Automation Architecture

• Lead the design, implementation, and management of automated workflows within the CRM system to streamline automated workflows, triggers, and processes to create targeted relationships with our customers.

• Ensure data accuracy, integrity, and security in all automated processes.

• Responsible for mapping key customer journeys and layering on CRM initiatives to improve journeys and ultimately lead to more conversions. When thinking about these journeys and improvements, to think channel agnostically and work cross functionally to get desired outcomes.

• To be the CRM platform 'super user', who can comfortably manage complex automation journeys as well as troubleshoot when problems arise from data feeds.

• Data Analysis and Reporting:

• Analyse data and metrics to measure the effectiveness of automation initiatives, identify trends, and provide insights to drive continuous improvement and adopt these insights in future strategies.

• Generate regular reports on automation effectiveness, efficiency gains, and key performance metrics.

• Lead continuous improvements through rigorous A/B testing and monitor key performance indicators for optimisation opportunities.

• Communication across various teams of insights into our customer database to help inform them on specific behavioural differences, as well as help the creation of deliverables and justifying design choices with data-backed performance.

• Responsible for data quality and accuracy for our automation and triggered campaigns for example monitoring opt ins and, cart abandons vs. email sends, database size etc.

• Train and educate all team members on CRM best practices, ensuring effective utilisation of the CRM system throughout the organisation

What you'll bring

• A creative, analytical, and commercially driven individual

• Attention to detail and the ability to brief, build and deliver high quality, on brand CRM content to delight customers

• Team player, able to work with multiple business functions to achieve objectives

• Exceptional communication skills, written and verbal, you're known for your visual organisation plus clear and concise style

• You have experience working with ESPs e.g. Bloomreach, Campaign Monitor, etc

• Experience with HTML and CSS

• Experience with Google Analytics, and GA4

• Experience with other reporting tools e.g. PowerBi, Tableau.

• Aptitude for test and learn mindset - and feeding that into day to day operations

• Understand how to optimise customer journeys by analysing results and data

• Strong organisational skills to manage the various CRM channels content production processes

• Experience working at a high-growth start-up or scale-up environment where you've had to be a scrappy self-starter with a focus on iteration and pragmatism

• Self-motivated and enthusiastic approach to work who excels in challenging environments

• A growth mindset, comfortable surfacing your own failures to drive learnings, knowing when to pivot, knowing when to persevere

To be successful at Monica Vinader...

• You are a doer

• You're a team player

• You're humble

• You are honest, straightforward and transparent

• You are a good teacher/mentor (approachable and accessible)

• You want to get your hands dirty

• You solve problems

• You are resilient

• You are flexible

• You are entrepreneurial, smart, and passionate

• If you don't know something, you say so. Then go figure it out quickly

• You love working in a creative environment

• You have a sense of humour

• You are an insatiable learner

Additional Requirements

Ability to document your authorisation to work in the United Kingdom.

Travel Requirements

Regular travel to our London office required. Occasionally travel to Holkham,

Our Aims and Values

Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design and customer service. We are:

Customer Obsessed

Our customers are at the core of everything we do. We will always deliver an outstanding and personal experience to them every time they interact with us, to ensure their ongoing support and loyalty.

Caring

We treat people with respect, as we would want to be treated. We are apolitical and assume good intentions in others. We are open and honest with each other while ensuring we take an empathetic and supportive approach.

Fast Paced

We are passionate about what we do, and we want to reach as many customers as fast as we can. We combine focus with pragmatism and flexibility so that we can move at pace in whichever direction we need to take.

Exceptional

We have a relentless desire to continually learn and improve to ensure our products and approach are exceptional. Our tenacity, high standards and attention to detail give us a competitive advantage.

Commercial

We focus hard on facts and approach things in a logical, rational and analytical way. We challenge each other to make sure we make decisions and take actions that create value for our business and our customers.

Monica Vinader as a global business makes the following inclusive culture pledge:
Our jewellery is for everyone and so is our community. Together, we will continue to implement sustainable changes to ensure that career opportunities and progression are open to all. We commit to celebrating the diverse voices of our employees, partners, and the customers we serve.

This job description is not intended to be an exhaustive list of duties to be performed by the employee. This job description may be altered to reflect the business needs of the company.

Monica Vinader Ltd, Holkham Studios, Longlands, Holkham Park, Wells-next-the-Sea,
Norfolk, NR23 1SH

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At Monica Vinader, we're on a mission to prove that buying better, wearing longer and doing better don't have to be mutually exclusive. From our commitment to making the most sustainable jewellery we can using precious materials, to the timeless style and endless versatility of our pieces, we are driven to making everyday fine jewellery accessible and affordable. We are digital first, customer obsessed, female led and inclusive, focused on creating meaningful relationships with our community, who we owe our success to. We are looking for someone special to join our team to help us make luxury something we can all enjoy everyday.Further information is available at