Customer Relationship Management Lead
3 weeks ago
At Frasers Group, we are redefining the retail landscape. Through innovative digital solutions and exceptional in-store experiences, we are committed to providing our customers with access to the finest sports, premium, and luxury brands worldwide. As a frontrunner in the sector, we are enhancing the retail journey for our clientele through our portfolio of renowned brands, including Sports Direct, FLANNELS, USC, Frasers, and GAME.
Why consider a career with us?
Our Vision – We are creating the most respected and engaging brand ecosystem in the industry.
Our Mission – We are enriching the lives of many by providing access to the world's leading brands and experiences.
At Frasers Group, we embrace a culture of boldness and innovation. Our team members are forward-thinking individuals who are eager to step outside their comfort zones to transform the future of retail, welcoming challenges along the way. The opportunity for career advancement is substantial, and the experience is unparalleled. To maximize this potential, you should embody our core principles:
- Innovate without boundaries - Act swiftly, think boldly, and collaborate with your team.
- Take ownership and believe in yourself - Manage the fundamentals, take charge of your responsibilities, and drive results.
- Stay relevant - Be pertinent to our people, our partners, and the environment.
Are you prepared to join our innovative team?
As a CRM Lead, you will play a pivotal role in fostering stronger and more meaningful connections with our customers, enhancing engagement, retention, and overall customer value through strategic CRM initiatives and data-driven insights.
- Oversee and guide the team in an ongoing experimentation and learning strategy to continuously enhance CRM communications.
- Manage a CRM Executive focused on optimizing all CRM activities across the organization.
- Leverage customer data, analytics, and insights to craft and refine segmentation and content strategies for personalized customer journeys that drive value and effectiveness.
- To meet performance objectives, you will lead the team in planning and executing omni-channel journeys utilizing customer-data-driven segmentation and predictive models. By harnessing insights, you will develop strategies to unlock and maximize value from the existing customer database.
- Frasers Group is transitioning to a data-centric approach that employs Segmentation, Lifetime Value, Intent, and Next Best Action modeling. This necessitates a shift in the CRM strategy to be genuinely customer-focused rather than merely channel-execution oriented. You will utilize your customer data and omni-channel expertise to facilitate this transition while enhancing delivery effectiveness.
- Provide weekly and monthly reports that concentrate on CRM campaigns and database performance, sharing results with the broader organization.
- Manage the relationship with the email service provider, ensuring that all aspects of the platform are optimized and utilized to their fullest potential.
- As a CRM Lead, you should possess prior experience in a similar capacity, working with customer databases in a quantitative and analytical manner.
- Demonstrate strong leadership capabilities and management experience.
- Have a comprehensive understanding of CRM platforms, email service providers, and marketing automation tools.
- Exhibit a self-motivated mindset, with the ability to operate with minimal supervision and guidance.
- Be results-oriented and focused on delivery, with enthusiasm, energy, and determination to achieve outcomes, including influencing related teams.
- Possess strong numerical skills with the ability to manage, analyze, and derive meaningful insights and actions from large datasets.
In addition to your benefits package, we offer a variety of perks for our team members:
Recognition, Rewards, and Opportunities
Frasers Champion - Our employees are central to our business, and we ensure that individuals are recognized every month for their dedication. The Frasers Champion program allows peers to nominate colleagues, with eight winners receiving double their pay for a month where they have demonstrated innovation, ownership, or relevance.
Fearless 1000 – We aim for our share price to reach a specific target. If achieved for a set number of consecutive trading days, all employees will receive a bonus. The top 1000 performers in the company will be awarded significant bonuses, nominated by senior leaders for exemplifying our core values and delivering outstanding performance.
Frasers Festival – A unique event celebrating our Head Office and Retail Staff across the UK and Europe, featuring a brand village, guest speakers from leading brands, evening entertainment, and more.
CEO Sessions – Quarterly, we offer select employees the chance to attend sessions led by our CEO and leadership team, providing opportunities to connect, network, and discuss various topics related to our business.
Retail Reconnect – To build the most admired brand ecosystem, all employees must understand our business, products, and customers. Each financial year, Head Office employees will gain insights by spending time in our stores or warehouses, learning how their work impacts frontline teams and bringing back ideas for improvement.
Employee Wellbeing
Frasers Fit – Our fitness initiative aims to make our workforce the healthiest and fittest. We offer free gym classes and discounted memberships, along with a wellbeing program that supports colleagues' physical, financial, and mental health.
Retail Trust – Recognizing the importance of mental wellness, all employees receive free access to support from the Retail Trust charity, including a 24-hour wellbeing helpline, wellness resources, and counseling services.
What to expect next?
- Our Recruitment Team will review applications, and all candidates will receive feedback, regardless of the outcome. Shortlisted candidates may be asked to confirm key details before being scheduled for an initial interview focused on behavioral alignment with our Culture and Values. Successful candidates can expect two additional interview stages with the Hiring Manager and wider team, which will be more technically oriented and may include a presentation or task to demonstrate skills.
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