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Senior Customer Relationship Manager

3 months ago

Birchwood, United Kingdom Arne Clo Ltd Full time

ARNE Clo Ltd is a direct-to-consumer brand specializing in apparel and footwear. We focus on designing and developing our products in the UK, with manufacturing taking place in both nearby and distant locations, allowing us to ship directly to our customers through our exclusive ecommerce platform.

With ambitious goals set for the upcoming decade, our team is committed to achieving all targets through the introduction of new product categories in footwear and women's fashion, alongside the development of paid media and CRM initiatives to drive international expansion and enhance our established brand assets.

As a vital member of our marketing team, reporting to the Senior Marketing Manager, you will play a key role in crafting and executing CRM strategies aimed at improving customer retention, satisfaction, and overall lifetime value.

Key Responsibilities

  • Design and implement CRM strategies that foster customer loyalty and satisfaction.
  • Manage the execution of CRM campaigns across both UK and international markets, utilizing Email, SMS, and App channels, from initial briefing to performance analysis.
  • Develop comprehensive automated CRM journeys, ensuring that triggers and segments are optimized for timely customer engagement.
  • Conduct weekly performance reporting on CRM initiatives, providing insights and actionable recommendations to the broader team.
  • Collaborate with the Brand and Marketing teams to ensure all CRM needs are addressed and maintain synergy across various customer interaction points.
  • Create a robust CRM testing framework to maximize value from each communication and optimize based on analytical insights.
  • Identify and develop new segmentation opportunities to enhance channel value.
  • Oversee a strategic reactivation plan to boost the lifetime value of ARNE customers.
  • Work closely with our internal data team to execute tailored campaigns based on customer insights.

Essential Qualifications and Skills

  • Proven experience in a CRM-focused role.
  • Background in managing activated campaigns and automated customer journeys, along with performance reporting.
  • Familiarity with Klaviyo is a plus.
  • Experience with platforms such as Shopify and Triple Whale is desirable.
  • Ability to execute CRM strategies across multiple channels effectively.
  • Highly organized with a process-oriented mindset.
  • International experience is advantageous.
  • Capable of working independently as well as collaboratively within a team.
  • Adept at performance reporting, trend identification, and actionable insights.
  • Strong stakeholder management skills.
  • Proactive and detail-oriented.
  • Experienced in customer segmentation and demonstrating value.
  • Knowledge of Database Marketing regulations (GDPR) is essential.

Benefits

  • Recognized as a Medium-sized Sunday Times Best Place to Work.
  • 32 Days of Holiday (including Bank Holidays) plus your Birthday off.
  • Holidays increase to 36 days with tenure.
  • Options to buy or sell holidays.
  • Generous employee discount.
  • Private Healthcare, including Dental and Optical Plans after probation.
  • Health Cash Plan from day one.
  • Life assurance covering 5x annual salary from day one.
  • Discounted marketplace offering savings from numerous retailers.
  • Employee Assistance Programme.
  • Cycle to Work Scheme.
  • Tech Scheme.

ARNE Clo Ltd is an equal opportunities employer. We value diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds to join our expanding team.