CRM Director

About the Role:

We are seeking a highly skilled CRM Manager to join our team at Frasers Group. As a CRM Manager, you will be responsible for building and maintaining strong relationships with our customers, driving engagement and retention, and increasing customer value through effective CRM strategies and data-driven insights.

• Develop and implement CRM strategies to drive customer engagement and retention
• Manage and support the team in ongoing test and learn plans to continually improve CRM communications
• Collaborate with the CRM Executive to optimize all CRM activities across the group
• Use customer data, modeling, and insights to design and optimize segmentation and content approaches for personalized customer journeys
• Develop and lead the team to plan and deliver omni-channel journeys utilizing customer-data-based segmentation and propensity models
• Embed a data-driven approach utilizing segmentation, lifetime value, intent, and next best action modeling
• Deliver weekly and monthly reports on CRM campaigns and database performance
• Owning the relationship with the email service provider to optimize the platform

• Previous experience in a similar role working with customer databases in a numerate and analytical capacity
• Strong leadership skills and management experience
• Broad knowledge of CRM platforms, ESPs, and marketing automation programs
• A self-starter mindset with the ability to work under minimal supervision and guidance
• Results-driven and delivery-focused with enthusiasm, energy, and determination to achieve results
• Highly numerate with the ability to manage, manipulate, and gain meaningful insights and actions from large data sets

Along with our benefits package, we offer a wide range of perks for our colleagues, including:

• Frasers Champion: A peer-nominated scheme where 8 winners receive double their pay for a month
• Fearless: A bonus scheme where all colleagues receive a bonus if our share price hits £10 for 30 or more consecutive trading days
• Frasers Festival: An event celebrating our Head Office and Retail Staff across the UK and Europe
• CEO Sessions: Quarterly sessions with our CEO and leadership team
• Retail Reconnect: A program to learn about our business, product, and customers
• Frasers Fit: A wellbeing program with free gym classes and discounted memberships
• Retail Trust: A charity providing support for mental wellness and financial/legal support