Customer Relationship Management Lead

4 weeks ago

Derbyshire, United Kingdom Frasers Group Careers Full time
CRM Manager - Frasers Group

Company Overview

At Frasers Group, we are redefining the retail landscape. Through innovative digital solutions and unique shopping experiences, we provide our customers with access to the finest sports, premium, and luxury brands worldwide.

As a leader in the sector, we are enhancing the retail journey for our customers through our portfolio of renowned brands, including Sports Direct, FLANNELS, USC, Frasers, and GAME.

Why Choose Us?

Our mission is to build the world's most admired and compelling brand ecosystem. Our purpose is to enrich the lives of many by providing access to the best brands and experiences globally. At Frasers Group, we embrace challenges and encourage our team to think beyond conventional limits.

Key Responsibilities

As a CRM Manager, you will play a pivotal role in fostering stronger relationships with our customers, enhancing engagement, retention, and overall customer value through effective CRM strategies and data-driven insights.

Key duties include:
  • Leading and supporting the team in an ongoing test-and-learn approach to continuously enhance CRM communications.
  • Overseeing a CRM Executive in optimizing all CRM initiatives across the organization.
  • Utilizing customer data and insights to design and refine segmentation and content strategies for personalized customer journeys that drive value.
  • Developing and guiding the team to create and implement omni-channel journeys using customer-data-driven segmentation and propensity models to meet performance targets.
  • Transitioning the CRM strategy to a customer-centric approach, focusing on data-driven insights rather than just channel execution.
  • Delivering regular reports on CRM campaigns and database performance, sharing insights with the broader business.
  • Managing the relationship with the email service provider to ensure optimal use of the platform.

Qualifications

The ideal candidate will possess:
  • Prior experience in a similar role, working with customer databases in a quantitative and analytical capacity.
  • Strong leadership capabilities and management experience.
  • Comprehensive knowledge of CRM platforms, email service providers, and marketing automation tools.
  • A proactive mindset, capable of working independently with minimal supervision.
  • A results-oriented approach with the energy and determination to achieve goals, including influencing related teams.
  • Exceptional numerical skills, with the ability to analyze and derive meaningful insights from large datasets.

Additional Information

We offer a competitive benefits package along with various perks for our employees, including recognition programs, wellness initiatives, and opportunities for professional development. Our culture promotes employee engagement and values contributions from all team members, ensuring a rewarding work environment.

Next Steps

Our recruitment team will review applications, and all candidates will receive feedback. Shortlisted applicants may be contacted for an initial interview focused on cultural alignment, followed by additional technical interviews to assess skills and capabilities.

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