Strategic CRM Marketing Manager

2 days ago

Lowestoft, Suffolk, United Kingdom Harrod UK Ltd Full time

Job Summary

We are seeking a skilled CRM Marketing Manager to join our team at Harrod UK Ltd. The ideal candidate will have a proven track record in developing and executing multi-channel CRM strategies to drive customer retention, reactivation, and lifetime value.

Key Responsibilities

  • Manage the day-to-day running of our Email marketing strategy, including owning the email marketing calendar and setting up/maintaining automated customer journeys within Dotdigital.
  • Plan and develop multi-channel CRM strategy, including campaign execution and segmentations across Harrod Horticultural and Harrod Sport brands.
  • Identify opportunities to regularly optimise performance to drive KPIs (loyalty, engagement, reactivation).
  • Collaborate with the Social Media & Communications Executive to align with broader marketing messaging and content.
  • Manage the build and scheduling of all campaign emails, including elements of copywriting and visual assets.
    • Own weekly and monthly email and customer segment performance reviews, interpreting data and insights to generate learnings for future activity.
    • Support the growth of customer retention, driving improvements across key metrics such as repeat customer rate and customer lifetime value.
    • Plan and co-ordinate all DM and online brochures, including product selection, pagination planning, creative stages and final print.
    • Event & exhibition management and co-ordination, delivering on customer retention opportunities.

Person Specification

  • A proven background in briefing, executing, measuring and optimising email or digital marketing campaigns.
  • Strong organisational skills – able to plan and allocate resource for multiple campaigns and projects of varying complexity.
  • Analytical, numerate and results orientated with good commercial judgement and KPI understanding.
  • Strong hands-on experience using Dotdigital (or similar ESP systems).
  • Customer focussed with a proven track record of considering customer segments and insight and applying this knowledge to marketing campaigns.
  • Strong interpersonal and communication skills with the ability to work as part of a team and with senior stakeholders.
  • Proven reporting skills and experience using reporting tools and Excel.
  • Ability to assess creative against commercial goals and campaign objectives.
  • Attention to detail is essential with good problem-solving skills.

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