Senior CRM Executive

1 month ago

Worcester, 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, Marigold Engage+, and Cheetah.
  • Experience planning campaigns across multiple channels while employing advanced personalization techniques.
  • Knowledge of Apteco People Stage and Fast Stats, and Orbit, is an advantage.
  • Strong analytical capabilities, with excellent numeracy skills and attention to detail.
  • 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.
  • Strong problem-solving skills and a passion for customer experience.
  • Collaborative team player, with a can-do attitude and determination to achieve results.

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