Marketing Operations and CRM Manager

4 weeks ago


Manchester, United Kingdom House of Fashion Associates Ltd Full time

About the Role:

We are seeking a highly skilled Marketing Operations and CRM Manager to join our team at House of Fashion Associates Ltd. As a key member of our marketing department, you will be responsible for developing and executing a CRM strategy that drives customer acquisition, brand awareness, and retention.

Key Responsibilities:

  • Develop and execute a CRM strategy that focuses on acquisition, brand awareness, and retention, including the ongoing development and optimization of automated customer journeys.
  • Responsible for continuing optimization of the integrated marketing action plan, devised by Ometria and brand.
  • Have a deep understanding of the brand's customer through analysis and segmenting the customer database with the ability to target appropriately.
  • Creating and owning impactful campaigns for each customer segment, working inter-departmentally to maximize reach and performance.
  • Carrying out weekly reporting of automation, campaign performance, and agency results, giving recommendations for optimization and actioning them.
  • Responsible for the re-engagement and overall retention of our customer database.
  • Jointly responsible for managing subscriber acquisition growth.
  • Line managing a Senior Email Marketing Exec, overseeing and supporting to maximize performance.
  • Responsible for hitting and exceeding regular targets, and setting out monthly plans to reach them with the support of the Senior Email Marketing Exec.
  • Oversee the management of agencies who provide (not limited to) push notifications, SMS, Abandon series & friend referral.
  • Be on the continual lookout for ways in which we can optimize the customer's total digital communication experience.
  • Efficiently troubleshooting immediate platform issues and effectively understanding the reasoning behind low results and rectifying them.
  • Working closely with departments including: paid & organic social, ecom, tech, buying, merchandising, and customer services.
  • Responsible for organizing campaign marketing materials for each department, ensuring seamless communication across marketing and that deadlines are met.

About You:

  • At least two years of experience working in a senior position across email, database, or CRM marketing.
  • Passionate about data and have a thorough ability to understand and analyze data from multiple mediums to drive results-based decisions.
  • A background in customer acquisition, customer-centric marketing strategies, and good knowledge of GDPR requirements.
  • Excellent communication skills, both written and verbal, able to communicate efficiently with multiple in-house teams and a network of agencies.
  • Strong planning and organizational skills, able to manage multiple projects and competing deadlines while maintaining a high level of attention to detail.
  • Fantastic at taking initiative and collaborating well, bringing a positive energy to the team.
  • A good understanding of Google Analytics.
  • Line management experience is desirable.
  • A passionate interest in fashion and popular culture.

Benefits Include:

  • Competitive salary
  • Flexible working opportunities
  • Company pension scheme
  • Career progression in a fast-growing business
  • Employee discounts


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