CRM Manager

CRM Manager

12-month Fixed Term Contract

Hybrid or remote working

Newcastle

Very competitive salary

Forward Role are working with a global retailer to recruit a CRM Manager to lead and manage all CRM & loyalty activity.

This award-winning brand was launched in the UK over 50 years ago and their range of innovative products is now available in over 60 countries worldwide. 

Working within the Global CRM & Loyalty team and cross functionally with regional marketing teams, you will be the driving force on one-to one communications with their growing database.

With a strong background in CRM, eCommerce, digital marketing, and customer loyalty you will lead on the implementation of their global CRM & loyalty strategy in region.

With a desire to continuously analyse data to understand what makes their customers tick and a thirst for creative thinking on unique campaigns that stand out from the 'noise' in the market, you'll be leading the way on CRM in region to help propel the brand to the top spot, as market leader in consumer experience.

The role:

• Gaining a solid understanding of the consumer base you will be leading and managing the full programme of CRM at each stage of the customer lifecycle, to maximise brand engagement/interaction and customer LTV.
• Manging consumer database development and continuously analysing consumer data to inform strategic and tactical campaign development.
• Using insight to effectively identify opportunities to segment and target customers with engaging communication journeys and sharing insights with the wider business to inform marketing communications strategies.
• Supporting the regional marketing teams with database acquisition targets, providing direction on the most cost-effective and valuable acquisition tactics.
• Managing and co-ordinating all regional CRM communications.
• Working with regional Marketing and DTC Managers to plan engagement calendars based on brand and ecommerce activation plans with responsibility and accountability for CRM revenue targets.
• Working with external agencies, the global Content Team and the global Design team to co-ordinate and manage the development of eCRM content that engages the consumer base.
• Working closely with the regional DTC teams, managing, and driving eComm sales initiatives covering - cross-sell, up-sell, replenishment, abandoned cart, abandoned browse, loyalty, and reactivation.
• Leading on customer loyalty and advocacy strategy within the regional teams.
• Implementing and managing a full suite of tactics that drive loyalty and repeat purchase and support the transition of pre-existing customer advocacy into the digital and DTC world, whilst also driving future growth.

What you will need:

• Previous experience in a CRM management role or a background in consumer data analysis and marketing is essential.
• Experience of acquisition strategies and tactics and the ability to plan, execute and manage these through an ROI lens.
• A keen interest in data analysis and ability to use data insights tools.
• A creative mind for data insight with a willingness to deep dive into data to identify opportunities.
• Experience using enterprise-level CRM marketing tools and ESPs. Bloomreach, Emarsys, Braze or similar.
• Strong capability in using digital analytics platforms such as Google Analytics, Datorama.
• A self-starter by nature with a 'can do' attitude.
• Excellent, proven effectiveness at communicating with multiple stakeholders.
• Resilience, must be able to bounce back when challenged.
• Must also be able to challenge others.
• An effective team player.
• Effective time management skills and ability to prioritise workload.
• Willing to learn and adapt within a fast-paced environment

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