Senior Guest Knowledge & Engagement Manager
Oxford
Luxury
£75,000
As Senior Guest Knowledge & Engagement Manager, you will support the growth and execution of the CRM and Membership programmes. With a strong focus on OR, CTR as well as top tier guest acquisition and retention through CLTV, FF, SPV & Sales. Reporting to the Head of Guest Knowledge & Engagement, you will deliver a streamlined approach to email and membership strategy and growth.
Key Responsibilities
Membership:
- Support the strategic and innovative direction of the membership programme.
- Work cross functionally with various teams to support the membership programme in encouraging member sign-up.
- Lead on ideas for exclusive seasonal membership content such as rewards, communications, events and gifting.
Email Marketing:
- Execute the email strategy, ensuring you are delivering personal, relevant and timely communications.
- Own collaboration with key stakeholders (Content, Retail Marketing, Planning) on the email calendar to develop engaging communication that will deliver growth.
- Report on key CRM metrics, weekly, monthly, quarterly and annually.
- Manage implementation and optimisation if CRM supporting tools.
About you
- Work at a fast pace and be capable of pivoting at speed to ensure both our brand and business goals are met continually & consistently in the challenging & changing marketplace of today.
- 5 years'+ experience in managing loyalty or Membership programmes / CRM within retail and/or a luxury brand environment.
- Previous experience in owning or supporting with a strategy for a CRM Channel as well as developing strategy and execution of automated lifecycle trigger communications.
- Ability to manage time and workload effectively to deliver to deadlines and expectations - Experience using digital tools such as PowerBI, Google Analytics, and Salesforce Marketing Cloud & Loyalty Management platforms.
- Excellent level of computer literacy in PowerPoint, Word and Excel.
- Healthy mix of creative and analytical thinking in order to deliver innovative and engaging experiences that also deliver business results.
- Knowledge of GDPR and the ever-evolving data privacy landscape.
- Hands-on profile and strong communicator.
- Highly organised with a high attention to detail and excellent project management skills
The SR Group (UK) Limited is acting as an Employment Agency in relation to this vacancy.