CRM Executive

4 hours ago

London, United Kingdom Diamonds Factory Full time
Job Description

Job Title: CRM Executive

Company: Diamonds Factory

Location: London

Reports To: Head of CRM

Employment Type: Full-Time


About Us:

Diamonds Factory is a renowned luxury jeweller, celebrated for its exquisite craftsmanship and personalized jewellery. With a strong focus on customer satisfaction and bespoke experiences, we are committed to delivering high-quality pieces that resonate with our sophisticated clientele.


Job Overview:

We are seeking a highly motivated and skilled CRM Executive to join our team and support various CRM

initiatives. This mid-level role will involve assisting in the development and execution of marketing communications across email and SMS, with a strong focus on growing customer retention and loyalty through a digital-first strategy. The CRM Executive will also play a key role in data collection and engagement, while supporting the briefing of data analysis to inform strategic decisions and targeted marketing efforts.


Key Responsibilities:


Marketing Communications:

  • Assist in planning, executing, and optimising email and SMS campaigns using Klaviyo, ensuring timely delivery of personalised content that enhances the customer experience.
  • Work with the marketing and creative teams to develop engaging, on-brand messaging and visuals that drive customer engagement.
  • Assist in managing and implementing the international strategy, ensuring that communication and promotions are relevant, timely and localised.
  • Monitor the performance of CRM campaigns, analyzing metrics such as open rates, click-through rates, and conversion rates, and make recommendations for improvement.
  • Ensure all communications comply with GDPR and other relevant data protection regulations.


Customer Retention & Loyalty:

  • Support the development of strategies to increase customer retention and brand loyalty, primarily through digital marketing channels.
  • Implement initiatives aimed at nurturing long-term customer relationships and increasing repeat purchases.
  • Collaborate with the marketing team to design loyalty communications, promotions, and other tactics that encourage ongoing customer engagement.
  • Work closely with the Head of CRM & Ecommerce team to implement and manage the referrals scheme, monitoring and improving on targeting, touch points and communication.
  • Use customer segmentation to create targeted, personalised marketing campaigns.


Customer Engagement & Data Collection:

  • Assist in creating innovative ways to engage customers and gather valuable data through digital touchpoints.
  • Ensure the accurate collection, storage, and use of customer data, contributing to a seamless customer experience across all channels.
  • Identify opportunities to improve data collection methods to enhance personalisation efforts.


Data Analysis & Strategic Input:

  • Brief the data analysis team to ensure clear understanding of business objectives and CRM goals.
  • Collaborate with data analysts to extract key insights from customer data that will inform strategic business decisions.
  • Provide actionable insights based on CRM performance and customer behavior to guide future marketing efforts and product targeting.
  • Monitor trends and customer behavior to identify new opportunities for engagement and retention.


CRM System Support:

  • Assist in maintaining and updating customer data within Zoho, ensuring accuracy and completeness.
  • Support the alignment of in-store data with our central CRM system to create a unified customer view.
  • Support store staff on CRM processes and best practices.


Requirements:

  • Bachelor’s degree in Marketing, Business, or a related field.
  • 3-5 years of experience in a CRM, digital marketing, or customer retention role, ideally within the luxury retail sector.
  • Proficiency in using CRM and email marketing platforms, especially Klaviyo.
  • Strong understanding of customer lifecycle management and retention strategies.
  • Data-driven mindset with the ability to interpret analytics and make data-informed decisions.
  • Excellent communication and interpersonal skills, with the ability to work cross-functionally with marketing, creative, and data teams.
  • Strong organizational and project management skills, with the ability to manage multiple campaigns simultaneously.
  • Creative problem-solver with a passion for customer engagement and loyalty.

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