CRM Marketing Manager

1 week ago

London, Greater London, United Kingdom New Look Full time
About the Role

We are seeking a highly skilled and experienced CRM Marketing Manager to join our growing CRM Team at New Look. This is a 12-month fixed-term contract.

Key Responsibilities
  • Develop and execute comprehensive customer relationship management strategies to drive customer loyalty, engagement, and revenue growth.
  • Collaborate with cross-functional teams to ensure seamless integration of CRM initiatives across various channels, leveraging data-driven insights to optimize customer experiences.
  • Develop the end-to-end CRM loyalty strategy, delivering an absolute best-in-class loyalty lifecycle program driven by insight, customer research, data, and personalization stewardship.
  • Embed RFM and attitudinal segmentation into the end-to-end life stage nudging and encouraging customers to move up the value pyramid and talking to customers in the right way at the right time.
  • Project manage the loyalty programs within a matrix framework, building timely and relevant reporting of KPIs and acting on weekly trading rhythm and routines.
  • Be insight-driven and customer-first, driving innovation through solid insight application driving loyalty decision-making.
  • The role is within the CRM team but will work cross-functionally with tech, performance marketing, brand, UX teams, and the in-house design studio to create and implement loyalty initiatives and lead seasonal planning.
  • The successful candidate will take the lead on delivering the new New Look program across all channels, and with the support of a CRM assistant/Exec will have a 'hands-on' approach to this task as well as a strategic one.
Requirements
  • 4+ years of experience in a CRM role with a digital focus, demonstrating previous loyalty experience.
  • Deep experience in driving CRM app strategy and usage with demonstrable results.
  • A real passion for online fashion retail.
  • An experienced candidate who is comfortable identifying opportunities to maximize the application of customer segmentations.
  • Passionate about the customer and understand the commercial benefit to be gained via increasing relevancy of communications.
  • A confident communicator who is able to both influence at senior levels, commercially astute, and challenge the norm.
  • Excellent organizational skills and the ability to prioritize competing, ambiguous demands.
  • Outstanding work planning and time management skills: ability to prioritize.
  • Ability to build performance reports and build business cases and perform thorough sense checks on numbers.
  • Able to appropriately combine attention to detail with the longer-term big picture/strategic thinking.
  • Intermediate/advanced Excel, experience with Google Analytics or Omniture.
  • Experience working with an Email service provider (preferably Emarsys or similar tier 1 platform).
  • Proficient in Microsoft Excel, Word, and PowerPoint.
  • Experience working with analysts or a data agency desirable.
  • Experience in Personalization tools such as Kick Dynamics.
  • Build and work within brand guidelines.
  • Comprehensive understanding of the Campaign management process, briefing, designing, proofing, and delivery management.
  • Educated to a degree level or other equivalent qualification.
  • Excellent written and verbal English.
Why New Look?

New Look is a leading fashion retailer with a rich history and a passion for delivering exceptional customer experiences. We prioritize development, offering training to support your progression, so you can be your absolute best and achieve your goals. You'll also receive these amazing benefits:

  • 40% staff discount.
  • Monthly 25% off privilege vouchers for family and friends to enjoy.
  • Season ticket loans.
  • Pension - A contributory private pension scheme.
  • Virtual GP access.

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