Senior CRM Executive

4 days ago

Redditch, Worcestershire, United Kingdom Halfords Full time
Senior CRM Executive

Halfords is seeking a highly skilled Senior CRM Executive to join our Group CRM team. As a key member of our team, you will be responsible for delivering our member communications program, creating multi-channel campaigns that drive customer engagement and lifetime value.

Key Responsibilities
  • Develop and execute end-to-end CRM campaigns, including content planning, designer liaison, and email building.
  • Support weekly trading, ensuring the best content and promotions are delivered to members at the optimal time.
  • Manage the annual member lifecycle, engaging new members, maximizing benefit redemption, and minimizing churn.
  • Oversee supplier-funded inventory across Group and Halfords Motoring Club, executing solus campaigns as needed.
  • Collaborate with the Loyalty team and external stakeholders to manage Halfords Motoring Club Partner promotion.
  • Combine data and technology to create dynamic, highly personalized content, employing test and learn to drive continuous improvement.
  • Select data segments to create targeted audiences, ensuring campaigns are relevant to the right customers.
  • Review performance at weekly, periodic, and total campaign levels, advising the business on CRM performance and providing fact-based recommendations.
  • Understand member behavior in depth, using available data and insight to respond directly to their wants and needs.
  • Manage relationships with external partners, including design agencies, data providers, and email send providers.
  • Conduct competitor reviews to establish best-in-class email and CRM activity.
  • Work with the creative agency to ensure emails are optimized for accessibility and convey messages within the Halfords brand guidelines.
  • Ensure CRM campaigns are executed seamlessly across all channels.
  • Assist with the wider CRM program as needed.
Requirements
  • Experience working in a similar role, preferably in retail, services, or loyalty.
  • Good knowledge and hands-on experience with Email Service Providers, such as Marigold Engage+ (Cheetah).
  • Experience planning campaigns across multiple channels, employing advanced personalization techniques.
  • Knowledge of Apteco People Stage and Fast Stats and Orbit is an advantage.
  • Strong attention to detail, with a focus on accuracy and responsibility.
  • Excellent numeracy skills, with strong analytical capabilities and a data-driven mindset.
  • Hands-on experience defining and selecting customer audiences.
  • Confident individual with excellent communication and copywriting skills.
  • Excellent organizational skills, with the ability to operate on a wide range of topics and projects simultaneously.
  • Ability to work at pace in a fast-moving and constantly changing environment.
  • Strong problem-solving skills.
  • Passion for customer experience and a willingness to understand needs and wants to deliver the right message at the right time.
  • Can-do attitude and determination to achieve results.
  • Productive team member, collaborating effectively with all teams and at all levels of the organization.

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