LOYALTY AND CRM MANAGER - 10 MONTH FIXED TERM CONTRACT - CHISWICK, WEST LONDON
The Loyalty Contractor will be responsible for supporting the Loyalty Manager in overseeing the day-to-day delivery of the Harvey Nichols customer loyalty and CRM program. The Loyalty Contractor will also be responsible for supporting the CRM team in building out customer journeys in Marketing Cloud, particularly those in relation to the Loyalty Programme. The role sits within the CRM and Digital team within the marketing department and work closely with Marketing, Editorial and Customer Service teams to drive our loyalty, communication and positioning of the brand in alignment with a seasonal marketing calendar.
What you will be doing:
Supporting the Loyalty Manager and Loyalty & VIP Assistant in quality-assuring loyalty briefs and assets ensuring they are in line with guidelines and speak appropriately to the customer
Supporting marketing teams in the briefing of all marketing assets (in line with brand guidelines) for the loyalty program.
Support the Loyalty Manager and Loyalty & VIP Assistant in the development and delivery of Rewards and Benefits, from a technical and operational perspective
Support the Loyalty Manager and Loyalty & VIP Assistant in the strategy and operations of surprise & delight campaigns
Support the Loyalty Manager and Loyalty & VIP Assistant in managing multiple internal and external stakeholders in the delivery of unique reward offerings and to ensure all stakeholders are fully briefed in a timely, effective and efficient manner when and where necessary
Support the Loyalty Manager in managing the Loyalty & VIP Assistant, ensuring the team member is briefed sufficiently & has the resources and tools needed to deliver the day-to-day.
Support the Loyalty & VIP assistant in the day-to-day deliverables of the current loyalty programme including but not exclusively Benefits and quarterly rewards
To support the Loyalty manager in building a strategy to drive loyalty customers to increase trade at key times of year and help execute loyalty specific promotions.
Support the Loyalty Manager and the Group CRM Manager to manage loyalty annual budgets.
To be able to pull together analysis and interpret data and key trends to improve the Rewards by Harvey Nichols offering.
Support the Customer services team in any Rewards related queries or issues that need to be raised to the IT department
Supporting the Loyalty Manager in tactical projects to increase awareness and exposure of current loyalty programme
Facilitate conversations between head office and the VIP store teams in queries and the creation of VIP.
Supporting the Loyalty manager and Loyalty & VIP assistant with the push channel: operationally and strategically
Support the Loyalty manager and Loyalty & VIP assistant in managing the front-end and back-end of the Rewards by Harvey Nichols app
Support communications between all stakeholders keeping them well-informed where and when needed
A bit about your experience:
Bachelor Degree: Marketing or related (or equivalent experience).
Significant related Marketing, Digital and/or CRM experience with demonstrated success in the role.