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CRM & Loyalty Manager

3 months ago

Warrington Cheshire, United Kingdom American Golf Full time

At American Golf, we're passionate about golf and dedicated to helping golfers of all levels enhance their game. We believe in delivering exceptional service, offering expert knowledge, and providing the latest and greatest in golf products. As the largest golf retailer in Europe, we take pride in our commitment to excellence and in fostering a vibrant, customer-focused community of golf enthusiasts.

We are seeking a dynamic CRM & Loyalty Manager to join our team at the Retail Support Centre in Warrington. Reporting to the Head of CRM & Loyalty, you will play a pivotal role in supporting both retail stores and online teams to develop our CRM loyalty programme. Your mission will be to maximize customer value, retention, and engagement through data-driven strategies, personalized campaigns, and multi-channel customer journeys.

Key Responsibilities:

  • Develop and implement multichannel CRM strategies to enhance customer engagement, retention, lifetime value, and revenue.
  • Utilise customer data to guide decisions, optimise CRM initiatives, and produce performance reports with actionable insights.
  • Manage the operation of the Club Card loyalty programme, AG+, and VIP initiatives.
  • Source new benefits, promotions, events, and rewards for loyalty propositions through internal and external partnerships.
  • Conduct monthly competitor research on loyalty programs and industry trends.
  • Optimise and introduce customer journeys to influence behaviour across various lifecycle stages.
  • Oversee customer onboarding strategies ensuring data accuracy and completeness.
  • Manage store data capture training in collaboration with the central operations team.
  • Ensure seamless execution of the Custom Fit service as the CRM custodian.
  • Develop a CRM calendar aligning with marketing strategies to drive new customers, retention, and reactivation.
  • Collaborate with insight teams to identify and execute retention/reactivation opportunities through targeted campaigns.
  • Build strong cross-functional relationships with Marketing, Retail, Digital, Finance, Buying & Merchandising, Central Operations, and IT Teams.
  • Provide training and support to retail colleagues to embed CRM as a key focus for customer retention and loyalty.
  • Work closely with third-party partners including CRM database providers.

The Candidate:

  • CRM/Loyalty Marketing Experience: Proven experience in managing CRM and loyalty marketing strategies, ideally within the retail sector.
  • Loyalty Program Management: Skilled in designing and managing loyalty programs to boost customer retention and value.
  • Data-Driven Communications: Expert in using customer data for personalised and automated marketing communications.
  • Analytical and Detail-Oriented: Strong analytical skills with a focus on accuracy and detail.
  • Excel and PowerPoint Proficiency: Advanced skills in Excel for data analysis and PowerPoint for effective presentations.
  • Communication and Team Collaboration: Excellent communication skills and ability to collaborate across all organizational levels.
  • Project Management Skills: Demonstrated ability to plan, execute, and oversee projects successfully.
  • Commercial Adaptability and Composure: Ability to respond to commercial needs quickly and remain calm under pressure.
  • Passion for Golf: Interest in golf, enhancing understanding of customer motivations in the golf market.

If you are passionate about CRM and loyalty marketing, data-driven strategies, and thrive in a collaborative environment, we would love to hear from you. Apply now to join our team and contribute to our mission of maximizing customer engagement and loyalty.

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