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CRM Campaign Manager

1 month ago

London, Greater London, United Kingdom DR. MARTENS Full time
Unlock Your Potential as a CRM Campaign Manager at Dr. Martens

Join our dynamic team at Dr. Martens, a globally recognized and culturally influential British brand, as a CRM Campaign Manager. As a key member of our marketing team, you will play a crucial role in driving revenue growth through email and SMS channels, while ensuring a premium customer journey across all touchpoints.

The Role

We are seeking a highly skilled and experienced CRM/Email Marketing Manager to lead our CRM campaigns activations, ensuring alignment with brand vision, commercial objectives, and customer loyalty. Your expertise will be instrumental in devising, developing, and implementing the CRM strategy across EMEA, driving revenue growth through email and SMS channels.

Key Responsibilities
  • Develop and execute a comprehensive CRM strategy across EMEA, leveraging email and SMS channels to drive revenue growth
  • Identify, create, and analyze customer segmentation using our Customer Data Platform, ensuring alignment with brand vision and commercial goals
  • Plan, activate, and measure the success of Customer Data Platform use cases, ensuring ROI for the program
  • Map customer journeys by analyzing user touchpoints and maximize commercial opportunities
  • Lead a team of CRM specialists in providing a premium customer journey through all touchpoints
  • Collaborate with the data team to carry out customer lifetime value analysis, providing insights on recency, frequency, and monetary value of customers across different consumer segments
  • Employ segmentation and personalization tactics to ensure all customer communications are targeted, personalized, and relevant
  • Work closely with regional and global teams to deliver integrated multi-channel digital marketing campaigns
  • Maintain and grow the Dr. Martens database through acquiring new customers and implementing retention and win-back strategies, ensuring full compliance with GDPR
  • Develop and implement a robust Test and Learn Strategy with the Data and Analysis team
  • Line manage, lead, and inspire a team of 3 CRM specialists
  • Define and track key performance indicators (KPIs) for email channel performance, delivering against targets
  • Develop a seasonal communications strategy to optimize key trading periods
  • Own the relationship with our ESP partner and monitor email deliverability
  • Share key learnings with the e-commerce team and wider business
What We're Looking For

We're seeking a highly skilled and experienced CRM/Email Marketing Manager who embodies our Fundamentals: INTEGRITY, PROFESSIONAL, PASSIONATE, and TEAM PLAYER. You will possess:

  • Experience as a CRM/Email Marketing Manager
  • An analytical mindset
  • Commercial acumen, consistently focused on driving revenues
  • Deep technical expertise in CRM, with experience working through various Marketing Automation, ESPs, CDPs, and Data Visualization tools
  • Prior experience line managing small-mid-sized teams
  • Understanding of EMEA local market nuances
  • Experience in customer journey mapping and segmentation
  • Ability to influence other business units on CRM goals and vision
  • Excellent teamwork and collaboration skills
  • Knowledge of HTML/SQL (preferable but not required)

We're committed to creating an environment where everyone can thrive and bring their authentic selves to work. We encourage applications from diverse backgrounds and perspectives. Join our dynamic team and help us shape the future of Dr. Martens.