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Senior Guest Engagement

2 months ago

Bicester, Oxfordshire, United Kingdom Bicester Village Full time

About the Role

As a Senior Guest Engagement & Loyalty Strategist, you will play a pivotal role in driving the growth and success of our CRM and Membership programs at Bicester Village. Your focus will be on optimizing key performance indicators (KPIs) such as open rates, click-through rates, customer lifetime value (CLTV), and sales conversion to cultivate a thriving community of loyal guests.

Reporting directly to the Head of Guest Knowledge and Engagement, you will spearhead a strategic approach to email marketing and membership initiatives, ensuring a seamless and rewarding experience for our valued customers.

Key Responsibilities
  • Membership:
    • Shape the direction of our Membership program by contributing innovative ideas and insights, actively participating in the annual rewards refresh process.
    • Collaborate closely with various departments, including Partnerships, Retail, Private Clients, The Apartment, Personal Shopping, and Hospitality, to amplify the membership offering and drive high-quality member acquisition and SPV (Spend Per Visit) growth.
    • Work in tandem with the Senior Manager, Membership Activation, to deliver a best-in-class Membership program experience at Bicester Village. This includes overseeing the execution of rewards through email campaigns and other relevant channels.
    • Conceptualize exclusive seasonal Membership content, encompassing rewards, communications, events, and gifting initiatives, to ensure continuous engagement with personalized, timely, and relevant experiences.
    • Leverage data analytics to provide actionable insights into program performance, driving overall strategy and reporting on key Membership metrics regularly.
  • Email Marketing:
    • Execute the email marketing strategy for Bicester Village, ensuring personalized, relevant, and timely communications tailored to different customer segments.
    • Collaborate with key stakeholders (Content, Retail Marketing, Planning, Product Merchandising) to develop an engaging email calendar that drives growth across all KPIs and delivers value to both the business and our brand partners. Oversee the timely creation of all emails.
    • Provide comprehensive reporting on key CRM metrics weekly, monthly, quarterly, and annually.
    • Support the implementation and optimization of automated email journeys focused on enhancing engagement and retention rates.
    • Manage the integration and optimization of CRM supporting tools, such as LiveClicker and Litmus.
    • Drive innovation within Salesforce Marketing Cloud and Loyalty Management platforms through collaboration with Central GKE and Central IT COE teams.
About You

We seek an individual who embodies the following experience and skills:

  • Thrive in a fast-paced environment, demonstrating adaptability and agility to meet evolving business needs.
  • Possess 5+ years of experience managing loyalty or Membership programs within a retail and/or luxury brand setting.
  • Have a proven track record of owning or supporting CRM channel strategies and developing effective automated lifecycle trigger communications.
  • Demonstrate exceptional time management and organizational skills, effectively prioritizing tasks and meeting deadlines.
  • Proficiency in data analytics tools and the ability to interpret data to inform strategic decisions.