Role Profile:
Responsible for creating and developing the brand’s CRM, online retention, and customer communications strategy, including developing and delivering the email and mobile marketing plan, reporting on KPIs and building long term profitable relationships with our customers. Working alongside the Insight Analyst you will be responsible for managing, developing, and mining the customer database to provide insight into customer behaviour and improve marketing performance and customer engagement metrics.
Role Specific:
A key performance indicator is improvement to customer retention rate, you will design marketing strategies to retain, reward and reactivate customers at different stages of the customer lifecycle and ultimately increase retention rate
In a fast-paced retail environment you will need to be flexible and adapt the strategic plan throughout the year in response to new opportunities and challenges
Building on the comprehensive view of online customers we have built on the Bloomreach platform, you will own and develop the CRM infrastructure to integrate new data sources improving visibility of customer behaviour and broadening targeting opportunities
Review and integrate new marketing channels into the CRM mix e.g., SMS, App push, In store
Consider new opportunities to run targeted cross channel campaigns across email, social & display
Leverage effective targeting and personalisation technology to improve the relevancy of marketing communications
Devise, test, and rollout a customer loyalty/reward program for OFFICE and/or OFFSPRING
Develop strategies to increase awareness of office.co.uk in store, and drive sales from the offline audience
Analyse market trends and keep up to date with industry best practice
Manage the CRM Executive and Digital Marketing Assistant to support delivery of the CRM roadmap
Manage CRM agency relationships
Manage internal stakeholders
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