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CRM & Loyalty Marketing Specialist

2 months ago

London, Greater London, United Kingdom Fuel Ventures Full time
About the Role

We are seeking a highly skilled CRM & Loyalty Executive to join our Marketing team at Fuel Ventures. As a key member of our team, you will play a crucial role in driving customer retention and loyalty across our luxury fashion marketplace.

Key Responsibilities
  • Customer Retention and Loyalty Strategy
    • Develop and execute a comprehensive customer retention and loyalty strategy to increase repeat business and customer lifetime value.
    • Collaborate with the Senior Marketing Manager to translate the overall marketing strategy into channel-specific email, SMS, and loyalty initiatives.
  • Email and SMS Marketing
    • Manage the day-to-day running of our Email & SMS Marketing strategy, including campaign emails and automated flows.
    • Identify opportunities to regularly optimize performance and improve key metrics such as repeat customer rate, CLTV, and loyalty program sign-ups.
  • Loyalty Program Management
    • Manage the day-to-day running of our customer loyalty program, ensuring its visibility across marketing touchpoints.
    • Optimize the loyalty program's offering to increase engagement and redemption.
  • VIP Activations
    • Manage VIP activations to ensure loyal customers are retained and rewarded, feeling valued within the Cult Mia community.
    • Collaborate with the PR & Influencer Executive and Senior Marketing Manager to deliver physical touchpoints such as gifting, perks, and events.
  • Data-Driven Decision Making
    • Create A/B tests to ensure continuous optimization of our strategy across different customer segments and/or creative and messaging tactics.
    • Align with the content & social executive to ensure broader marketing messaging and content alignment.
  • Market Expansion
    • Incorporate localized strategy into our BAU email and SMS content, focusing on growth in key markets (US and ME).
  • Performance Analysis
    • Own weekly and monthly email performance reviews to interpret data and insights of all CRM Marketing activity.
    • Develop initiatives to ensure we are maximizing data capture of potential customers.
Requirements
  • 2+ years of CRM and/or Loyalty experience.
  • Strong understanding of luxury/fashion industry.
  • Knowledgeable about customer retention and increasing lifetime value.
  • Experience in retention tactics for high-value/VIP customers.
  • Passionate about data analytics and customer segmentation.
  • Strong hands-on experience using Klaviyo (or similar systems).
  • Test-and-learn approach and willingness to try new methods and approaches.
  • Flexible attitude, embracing ambiguity and change.