Description:
As the CRM Specialist you will play a key role in driving customer loyalty and retention for our growing eCommerce business. You will leverage data-driven insights to develop and execute the roadmap and impactful CRM strategies, manage email marketing campaigns and enhance our loyalty program, working closely with the Commercial Team to deliver exceptional growth in retention and LTV. This role reports directly to the Commercial Director.
YOUR TASKS:
Newsletter Management:
- Develop and execute a comprehensive email marketing strategy alligned with overall business objectives.
- Execute the newsletter content calendar, ensuring timely and relevant communications with our audience.
- Collaborate with cross-functional teams (social media, content, design, product) to create engaging and impactful newsletter campaigns.
- Build and manage automated email workflows, templates, and journeys within the Emarsys platform.
- Analyze campaign performance metrics (open rates, click-through rates, conversion rates) to identify areas for optimization.
Loyalty Program Enhancement:
- Assess and enhance the effectiveness of our existing loyalty program to increase customer engagement and retention.
- Develop innovative loyalty initiatives and rewards that align with our customers' values and expectations.
- Work closely with data analytics to segment the customer base and personalize loyalty rewards and communications.
- Monitor industry trends and competitor loyalty strategies to ensure our loyalty program remains competitive and appealing.
Customer Retention:
- Implement targeted retention strategies to reduce customer churn and increase lifetime value.
- Leverage CRM data to identify at-risk customers, proactively address their needs, and create segmented campaigns that address different stages of the customer lifecycle.
- Collaborate with customer service to identify opportunities for improvement and incorporate customer insights into retention strategies.
- Track and report on key retention metrics, providing actionable insights and recommendations to the marketing team and senior management.
YOUR PROFILE:
- 3+ years of experience in Customer Relationship Management, loyality program management or a related field within an eCommerce or retail environment.
- Bachelor’s degree in Marketing, Business Administration, or related field.
- Proven success in developing and executing successful email marketing campaigns.
- Strong understanding of CRM principles and best practices.
- Experience with CRM software and data analysis tools.
- Hands-on experience with building and executing email newsletters using Emarsys (preferred, strong ESP software experience).
- Project management skills, Monday preferred.
- Creative thinker with a customer-first mindset.
- Strong analytical skills, with the ability to translate data into actionable insights.
- Excellent communication and interpersonal skills.
- Ability to work independently and as a part of a team.
- Detail-oriented, with a high level of accuracy, and managing multiple projects simultaneously
- Eligible to work in the UK
- Able to travel (passport)