CRM Executive

This is a hybrid role based in our Putney office 3 days a week.

About the role: 

Nando's is on a journey to Create Lasting Happiness, making a difference to the lives of our people, our customers, and the communities we work in.     Originally started in Johannesburg, South Africa, we pride ourselves on creating memorable experiences for everyone involved in Nando's: from our employees, communities, founders, and suppliers, but most importantly, our customers. 

This is an exciting opportunity to join Nandos CRM Team, and support with the development of customer communications which create powerful connections and deliver business growth. The CRM Executive will deliver compelling and engaging content for our CRM channels (email, push and in-app) with a strong focus on test and learn and optimisation of activity. 

Key Responsibilities & Expectations: 

·       Work with the CRM Manager to plan and execute engaging email, push and in-app communications that will drive customer objectives, valuable behaviours, ordering frequency and increase customer retention 

·       Deliver CRM campaigns and automated communications from briefing through to build and deployment, partnering with the Brand Communications team to produce engaging email copy and designs that meet the brief and objectives   

·       Support the CRM Specialist to devise and implement activity to grow the Marketable base, increasing opt ins to comms  

·       Optimise CRM KPIs such as revenue, open rate and click rate through running testing & learning programmes 

·       Plan and implement campaign communication specific audience segmentation to ensure we deliver relevant and engaging content to the right customers at the right time 

·       Thoroughly test emails to ensure they are accurate, and our customers have a great experience each time they receive one of our communications 

·       Uphold excellent communication standards - ensuring all our communications are on brand, generating value, and providing a brilliant experience  

·       Interpret results to draw conclusions and recommendations for campaign improvement or A/B testing, providing regular campaign & automation reporting to CRM team and wider business. 

·       Regularly identify trends from other competitors to glean insights on best practices and innovative ideas for communications 

·       Input into the development of our CRM strategy 

Key Stakeholders: 

·       Loyalty and CRM Team 

·       Loyalty, CRM, and Nando's ID Product teams 

·       Wider Customer Team (Digital, Brand communications, Customer Support, Data & Insights) 

The candidate should possess / be: 

·       At least 1-2 year's experience in a CRM role 

·       A good understanding of general marketing principles with a focus on customer communications through digital channels 

·       Naturally organised and be able to manage several different projects at once   

·       Task orientated, comfortable working to tight deadlines and able to prioritise   

·       Fastidious about detail, with a good instinct for creative design   

·       A strong communicator and a great collaborator, able to build effective cross-functional relationships 

·       Interested in digital, loyalty and CRM and aware of emerging trends   

·       Highly numerate, comfortable working with data and interpreting it to draw conclusions and unlock insights to optimise performance 

·       Naturally calm under pressure 

·       A positive, team player – interested in people, empathetic and able to build relationships with a wide variety of stakeholders 

·       Experience in building emails using tools like Iterable, Braze, Emarsys or Dot Digital is preferred, but not necessary 

Our candidate should be looking for: 

·       An opportunity to join a CRM team that is on an exciting journey to step-change its ability to build brand love and customer value, through innovations in automation and engagement 

·       An opportunity to grow your marketing and management skills, in a business which takes a human approach and is committed to supporting everyone to reach their potential  

·       An environment which is fun, relaxed and informal, whilst highly driven and ambitious 

·       A culture with strong purpose & values, intent on contributing to / driving positive cultural and societal change 

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