CRM Specialist

3 weeks ago

London, United Kingdom YOOX NET-A-PORTER GROUP Full time

CRM Specialist Net-a-Porter / Mr Porter

YOOX NET-A-PORTER GROUP is the world leader in online luxury and fashion that comprises a complete luxury retail ecosystem. The Group sells directly to customers globally through its own family of multi-brand online shops NET-A-PORTER, MR PORTER, YOOX and THE OUTNET. The Group’s Online Flagship Stores Division partners with many leading luxury brands to power their own e-commerce destinations.

The Group has 4.3 million high-spending active customers globally. As pioneers in bringing together the realms of technology and luxury, YOOX NET-A-PORTER satisfies the most discerning clientele with expertly curated products from the world’s most coveted brands, personalised end-to-end service, the latest technology and inspiring content, all shaped by 20 years of insights into the modern shopper. 

Our CRM & Loyalty division are now seeking a talented CRM Specialist to join the team. Some of the essentials for you to know are: 

Location: London Westfield

Department Size:  16 (Approx.) 

Department: NET-A-PORTER & MR-PORTER CRM Team

Reporting into: Senior CRM Manager

Besides a competitive salary, we can offer you:  

Performance bonus schemes dependant on the type of role you are in  A pension that both you and the company contribute too A portal with an array of discounts on things like theme park and cinema tickets  Our famous staff discount along with exclusive staff sales  Private healthcare for you and your family  Flexible working  A chance to be part of a fun and caring team that support each other

Here is a breakdown of what you’ll be doing:  

Collaborate closely with the Senior CRM Manager to develop strategies aimed at retaining and reactivating our customer base. Implement initiatives to increase the lifetime value of customers, enhance customer retention, and boost revenue delivered through CRM marketing channels Monitor and analyse CRM campaign performance and trends using tools such as Tableau and Google Analytics Partner with the Insight team to understand customer needs, preferences and routes to value creation Identify opportunities to enhance ROI through improved contact strategies, working with analytics and insight team to segment communications to relevant audiences Develop a test and learn optimisation roadmap to drive continuous improvement, encompassing creative tests, subject lines, personalisation feeds, and data science models Collaborate with the Technology and Product teams to implement innovative strategies for expanding our marketable base Administration of appropriate tools for all CRM campaigns (Responsys, Swrve, Trello) Monitor and analyse promotion effectiveness and additional ad hoc requests, providing insights and recommendations Coordinate with regional teams to align priorities and support initiatives Contribute to CRM projects aimed at delivering innovative, personalised multi-channel marketing programs that enhance customer experiences and drive profitability to Net-A-Porter Provide support for change initiatives within the CRM team and broader Marketing team Cultivate and maintain strong relationships with teams across the YNAP Group

The type of person we are looking for:  

Min 3 years of experience in a similar role in luxury / fashion or similar industry. Solid analytical background and experience of handling large data sets. Manipulating performance data and turning it into actionable insights Advanced Excel and PowerPoint skills. Extremely detail-oriented, deadline driven, and able to multi-task. Excellent communication skills and ability to present complex data clearly and confidently to senior managers across the business. Collaborative attitude to build a strong relationship across the business. A creative flair and ability to think of new ideas and creative projects. Solid understanding of other interactive marketing channels and their marketing principals. Proven ability to work quickly and effectively with an eye for detail. Pro-active and able to show initiative/ideas. Excellent organisational skills. Can work independently in a structured manner. Ability to think clearly and calmly when faced with issues or conflicting priorities. Flexible attitude and ability to work in a fast paced and reactive environment.

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