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CRM Campaign Manager

2 months ago

Redditch, Worcestershire, United Kingdom Halfords Full time

Role Overview

We are thrilled to announce a pivotal opportunity within the Group CRM team at Halfords for a Senior CRM Executive. This role is essential in driving our member communications strategy as part of the successful Halfords Motoring Club. You will be a key player in the Loyalty CRM team, responsible for crafting multi-channel campaigns aimed at enhancing customer engagement and maximizing lifetime value.

Primary Responsibilities

  • Oversee the comprehensive management of CRM campaigns for the Motoring Club, which includes content planning, collaboration with design teams, and email construction.
  • Facilitate weekly trading efforts, ensuring optimal content and promotions reach members at the most effective times.
  • Assist in managing the annual member lifecycle, focusing on engaging new members, encouraging benefit utilization, and reducing churn rates.
  • Administer supplier-funded inventory across the Group and execute targeted campaigns as necessary.
  • Coordinate with the Loyalty team and external partners to manage promotional content for Halfords Motoring Club.
  • Utilize data and technology to develop dynamic, personalized content, employing a test-and-learn approach to enhance engagement continuously.
  • Identify and segment data to create targeted audiences, ensuring campaigns reach the right customers while maintaining appropriate contact levels.
  • Regularly assess campaign performance at various levels to provide actionable insights and recommendations to the business.
  • Deeply analyze member behavior using available data and insights to meet their needs effectively.
  • Maintain relationships with external partners, including design agencies, data providers, and email service providers.
  • Conduct competitor analysis to benchmark best practices in email and CRM activities.
  • Collaborate with creative agencies to ensure email communications are accessible and align with Halfords brand guidelines.
  • Guarantee seamless execution of CRM campaigns across all channels.
  • Support broader CRM initiatives as needed.
  • Become an expert user of all Halfords CRM systems.

Essential Skills & Experience

  • Proven experience in a similar role, preferably within retail, services, or loyalty programs.
  • Strong knowledge and hands-on experience with Email Service Providers, such as Marigold Engage+ (Cheetah).
  • Experience in planning and executing campaigns across multiple channels with advanced personalization techniques.
  • Familiarity with Apteco People Stage, Fast Stats, and Orbit is a plus.
  • Meticulous attention to detail and accountability for the accuracy of work.
  • Strong numerical skills coupled with analytical capabilities and a data-driven mindset.
  • Hands-on experience in defining and selecting customer audiences.
  • Excellent communication and copywriting skills, with a confident demeanor.
  • Outstanding organizational abilities, capable of managing diverse topics and projects simultaneously.
  • Able to thrive in a fast-paced and dynamic environment.
  • Strong problem-solving capabilities.
  • A genuine passion for customer experience, with a curiosity to understand customer needs and deliver timely, relevant messages.
  • A proactive attitude and determination to achieve desired outcomes.
  • A collaborative team player who effectively engages with various teams and levels within the organization, understanding the broader marketing and business strategy.
  • Enjoys teamwork and collaboration.