CRM Manager

About the Company

NAMED COLLECTIVE was launched with a clear mission: to redefine streetwear for a new generation. A brand, a community, a revolution… call it what you want - just make sure you don’t sleep on it.

We’re a community before brand - dialogue, innovation, and genuine connection are the essence of NAMED COLLECTIVE. Together with our fiercely supportive community, we’re co-creating streetwear for today and the future - a guiding light for those who refuse to blend in.

NAMED COLLECTIVE has over 1.5m highly engaged community members and customers on our socials and has already generated profitable 15x growth over the past 4 years. We’re only scratching the surface of what’s possible for the brand internationally, with 35% of sales in the UK, 35% in the USA and 30% across the rest of the world from our one eCommerce store.

In May, we completed a review with proven brand / DTC growth consultancy The Growth Foundation to help guide our growth, with particular attention on building the right team to deliver our ambitious plans for continued, profitable growth over the coming years. This career-defining role, along with a handful of roles across the business joining our collective now, will help us achieve our objectives.

About the role

Reporting to the Head of Performance Marketing, you will be responsible for developing, executing, and optimising email and SMS marketing campaigns to effectively engage and nurture target audiences. You’ll play a crucial role in driving customer engagement, retention, and revenue growth.

• CRM Campaign tactics and planning: Develop comprehensive email and SMS tactics aligned with business goals. Manage the end-to-end campaign execution process from ideation, stakeholder buy-in, assets preparation, comms deployment and subsequent performance tracking.
• Plan and execute targeted campaigns to different audience segments, ensure comms across all retention channels are created and personalised accordingly based on customer segment.
• Create compelling and relevant content for email and SMS campaigns, working closely with the Content Managers to identify shoots content and business' needs. Ensure consistency in messaging and branding across all communication channels.
• Own CRM Customer Retention tactics and deliver best practice in eCRM, Segmentation, Customer Insight, Loyalty / VIP, community programmes and other emerging channels that unlock growth in 2024 and beyond;
• Segmentation and Targeting: Utilise customer data to segment audiences for personalised and targeted campaigns. Implement strategies to improve segmentation accuracy and effectiveness.
• Email and SMS Automation: Set up and manage automated email and SMS workflows to nurture leads and engage customers. Implement drip campaigns, welcome series, and other automated sequences.
• Design and A/B Testing: Conduct constant Test and Learn campaigns for their life stage and incorporate any learnings into future campaigns. Collaborate with the creative team to create visually appealing email and SMS templates. Conduct A/B testing on subject lines, content, and other elements to optimise campaign performance.
• Delivery and Compliance: Ensure timely and reliable delivery of email and SMS campaigns. Stay informed about and adhere to email and SMS marketing regulations and best practices.
• Analytics and Reporting: Monitor and analyse key performance indicators (KPIs) such as open rates, click-through rates, and conversion rates. Provide regular reports and insights to measure the success of campaigns and recommend improvements. Identify the optimal customer selection criteria for the late life stage.
• List Management: Manage subscriber lists, ensuring data cleanliness and compliance with privacy regulations. Implement strategies to grow and maintain a healthy email and SMS subscriber base.
• Integration with Other Marketing Channels: Collaborate with other marketing team members to ensure email and SMS campaigns align with overall marketing strategies. Integrate email and SMS campaigns with social media and other channels for cohesive marketing efforts.
• Stay Informed on Industry Trends: Keep up-to-date with industry trends, emerging technologies, and best practices in email and SMS marketing. Recommend and implement innovative approaches to enhance campaign effectiveness.
• Work closely with the Head of Performance Marketing to align on activity; greater results in retention; unlock greater acquisition budgets for the business, which means larger databases for you to target and manage;
• Work closely with the Ecommerce team to unlock Customer Insight (through deep segmentation), Marketing Insight, Business Insight which leads to optimisation of your activity;
• Monitor retention / loyalty / VIP / community activity of other organisations to spot trends and innovation which may affect trading activity;
• Provide expertise on current eCommerce industry best practice, with CRM focus;
• Positively impact and influence internal stakeholders and external partners;
• Effectively communicate and collaborate across the Company.

Increase Revenue or Lower Costs:

You have a great opportunity to focus on both, drive more revenues, while looking for cost saving through greater productivity, reducing errors across the Brand and wider business functions.

About you

You must have an entrepreneurial mindset and a growth-oriented attitude. The ideal candidate must be comfortable with ambiguity and able to navigate the fast-paced and constantly evolving nature of our direct to consumer, e-commerce business. You must be willing to take calculated risks and have a bias for action, with a willingness to roll up your sleeves and get involved in all aspects of the business. You must be a strategic thinker, with the ability to balance short-term tactics and objectives with long-term vision and goals.

Additionally, you must be customer-focused and have a deep understanding of our target audience. You must be passionate about and have your finger on the pulse of CRM techniques, process and fashion trends and styles. You must be creative but analytical, with the ability to anticipate and respond to changing consumer / customer needs and preferences, before they happen.

• 3+ years’ CRM experience with focus on Email and SMS marketing. Fashion / Apparel industry is a plus;
• Proven experience of tracking and reporting on campaign and marketing metrics;
• Understanding of A/B testing and customer lifecycle management;
• Creative thinking on campaign design and imagery assets;
• Familiarity with email marketing platforms (e.g., Klaviyo, Attentive, Shopify) and SMS marketing tools and Google analytics as well as apps (e.g. Rebuy) integrated between Shopify and Klavyio;
• Understanding of data and retention marketing KPIs;
• Strong copywriting and creative skills;
• Analytical mindset with the ability to interpret data and derive actionable insights;
• Knowledge of email deliverability best practices and compliance regulations;
• Experience with marketing automation and CRM systems is a plus;
• Excellent communication and collaboration skills.

We would love to respond to every application however due to the volume of applications we receive this isn't always possible. If you have not heard within 2 weeks of applying, please assume on this occasion that your application has not been shortlisted. We may retain your CV to contact you about future employment opportunities that are being managed by The Growth Foundation Talent.

The Growth Foundation Talent is deeply committed to building a diverse & inclusive workplace and welcomes applications from all sections of the community.