Group CRM Manager

Chiswick, West London   |  Head Office

Reference
VAC-3685
Role Type
Full Time
Salary Overview
Competitive Salary and Excellent Benefits
Salary
Competitive Salary
Expiry Date
29/09/2019

GROUP CRM MANAGER - CHISWICK, WEST LONDON 

We are actively seeking an experienced senior CRM Manager to lead the way developing a CRM Strategy that focuses on customer loyalty and having a singular view of our customer (globally).

What you'll be doing: 

  • Create and deliver a CRM strategy that increases the customer lifecycle value, deepens their relationship with Harvey Nichols, increases customer engagement and advocacy and decreases churn.
  • Secure input and buy-in for this strategy from senior stakeholders.
  • Develop and deliver best practice for CRM for our stores throughout the world.
  • Work with IT team to deliver a CRM system that provides a singular view of our customers (globally) and can support the CRM strategy.
  • Ensure our customer campaigns are delivered across multiple channels (inc. email, SMS, in-app push notifications, PPC, social media). 
  • Own customer segments and regularly report useful data-driven insights.
  • Own our customer data including how we collect it, how we manage it (cleaning it, protection, compliance and privacy).
  • Continually optimise and test our campaigns so we are always looking to increase their performance.
  • Managing a team of five and growing this team with business needs.

A bit about your experience: 

  • Bachelor Degree: Marketing, Business or related (or equivalent experience).
  • Demonstrable experience in CRM either client side or agency.
  • Experience developing and executing successful CRM campaigns.
  • Deep knowledge of the technical elements of CRM.
  • Proven ability to build and manage a team.
  • Experience of CRM channels across mobile app, web, email and SMS.
  • Luxury experience desirable.

A bit about you: 

  • You have excellent interpersonal and communication skills, proven ability to effectively manage key working relationships.
  • You have excellent organisational and time management skills, with the ability to work to tight deadlines in a fast paced environment.
  • You are passionate about customers and CRM.
  • You have very good attention to detail.
  • You have a passion for fashion.
  • You havestrong business writing and presentation skills.
  • You are an exceptional team player.
  • You have excellent persuading and influencing skills at all levels.
  • You demonstrate passion for the customer.
  • You have exceptional communication skills.
  • You have the ability to work in collaboration with various stakeholders.

All your hard work, rewarded:

Our colleagues are as important to us as our customers. When working with us you will be introduced to a huge variety of benefits including:

  • Very generous staff discount with up to 60% off Fashion and 30% off Beauty 
  • Heavily subsidised travelcard zones 1-6 following probationary period 
  • Seasonal staff parties and team events
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