Customer Relationship Management Specialist

5 days ago

Bristol, Bristol, United Kingdom Dyson Full time

About Us

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Dyson is a global technology company that designs and manufactures innovative home appliances, hair care products, and lighting. Our mission is to revolutionize the way people live and work by creating technology that solves real-world problems.

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Our e-commerce team is responsible for driving Dyson's growth through online sales, providing exclusive machines and cultivating unique owner relationships. As a CRM Manager, you will play a key role in enhancing the owner experience through campaign management, stakeholder coordination, retention strategies, and CRM advocacy.

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Key Responsibilities:

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  • ">
  • Campaign Management:">
  1. ">
  2. Define, support, and implement all CRM and email campaigns to enhance the owner experience.">
  3. Develop campaign strategies that align with overall marketing and business goals.">
  4. Coordinate with internal teams (marketing, ecommerce, product) and external partners (agencies, vendors) to execute campaigns.">
">Stakeholder Coordination:">
  1. ">
  2. Work closely with internal and external stakeholders to develop and activate campaigns that effectively connect with owners.">
  3. Ensure all campaigns are aligned with brand guidelines and messaging.">
  4. Facilitate regular meetings and communication with stakeholders to keep them informed and engaged.">
">Retention Strategies:">
  1. ">
  2. Drive retention strategies in coordination with marketing and ecommerce teams.">
  3. Develop programs to increase customer loyalty and reduce churn.">
  4. Monitor retention metrics and implement improvements based on data insights.">
">CRM Advocacy:">
  1. ">
  2. Advocate for registration initiatives, encouraging new and existing customers to register their products.">
  3. Serve as the internal expert on CRM, providing guidance and best practices for effective communication with owners.">
  4. Educate stakeholders about the importance of CRM and its impact on customer retention and satisfaction.">
">Channel Ownership:">
  1. ">
  2. Own and coordinate CRM and email marketing channels for designated markets.">
  3. Ensure consistency and effectiveness across all CRM touchpoints.">
  4. Manage the CRM calendar, scheduling campaigns and activities to maximise impact.">
">Automated Campaigns:">
  1. ">
  2. Develop and execute automated lifecycle and cross-channel marketing campaigns.">
  3. Implement workflows that trigger personalised communications based on customer behavior and preferences.">
  4. Continuously improve automation strategies to enhance efficiency and effectiveness.">
">Audience Segmentation:">
  1. ">
  2. Identify target audiences along the customer journey through regular A/B testing and segmentation analysis.">
">Performance Analysis:">
  1. ">
  2. Continuously analyse and optimise campaign performance to meet KPIs and improve owner engagement.">
  3. Use analytics tools to track and report on key metrics such as open rates, click-through rates, and conversion rates.">
  4. Provide insights and recommendations for campaign enhancements based on performance data.">
">Review Generation:">
  1. ">
  2. Generate owner reviews and optimise templates for our website.">
">Stakeholder Education:">
  1. ">
  2. Foster synergy among key stakeholders by educating them about CRM, retention, and care communications.">
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About You

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To succeed in this role, we expect you to have:

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  • ">
  • Experience in campaign execution: Ability to oversee internal and external teams effectively.">
  • Proficiency in data-driven strategies: At least four years of experience implementing data-driven campaign strategies.">
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About Dyson

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Dyson is an equal opportunity employer. We know that great minds don't think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.

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Salary

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The estimated salary for this role is £55,000 - £70,000 per annum, depending on experience.

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Benefits

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We offer a competitive benefits package, including a comprehensive pension scheme, life assurance, and a range of flexible working options.

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Others

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Please note that the salary and benefits listed above are estimates and may vary depending on the location and specific requirements of the role.

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