Dr. Martens is a globally recognisable and culturally influential British brand, with over 60 years of rich heritage. As brand custodians, we are lucky to work for a dynamic, thriving, and ethical business, with people from diverse backgrounds, who bring their true selves to work, and where anyone can grow their career. We are guided by three core values that are at the heart of everything we do: be yourself, act courageously, and show you care. They make us who we are and inspire us to push boundaries, embrace our individuality, and stand up for what's right.
THE GIG
Working closely with the Senior CRM Manager – EMEA, EMEA Digital, Retail and Marketing and Global Data teams, you will lead CRM campaigns activations ensuring vision of brand, commercial objectives and customer loyalty are met.
THE STUFF THAT SETS YOU APART
- You will devise, develop and implement the CRM strategy across EMEA to drive revenue growth through email and SMS channels
- You will identify, create and analyse segmentation of customers using our Customer Data Platform, ensuring wider brand vision and commercial goals are intact
- You will plan, activate and measure success of Customer Data Platform use cases, ensuring ROI for the programme
- You will map customer journeys by analysing user touchpoints and with this data, maximise commercial opportunities
- You will explore, test and lead a team of CRM specialists in providing a premium customer journey through all touchpoints
- You, in conjunction with the data team will carry out customer lifetime value analysis: providing insight on the recency, frequency and monetary value of DM's customers, across different consumer segments
- You will employ segmentation and personalisation tactics, to ensure all customer communications are targeted, personalised and relevant
- You will work collaboratively with regional and global, retail, marketing and brand teams to deliver integrated multi-channel digital marketing campaigns
- You will maintain and grow the Dr. Martens database through acquiring new customers and implementing retention and win back strategies, ensuring full compliance with GDPR alongside our Data Protection and Legal teams
- You will work closely with the Data and Analysis team to devise and implement a robust Test and Learn Strategy
- You will line manage, lead and inspire a team of 3 CRM specialists
- You will be responsible for weekly/monthly/annual/ email channel performance targets, defining KPIs, tracking progress and delivering against them
- You will devise a seasonal communications strategy to optimise key trading periods
- You will own the relationship with our ESP partner, as well as monitoring and maintaining our email deliverability alongside our Data Protection and Legal teams
- You will share key learnings with the e-commerce team in weekly trade meetings and with the wider business on occasion
- You will stay on top of market trends, new technologies and strategies to advance the CRM programme
YOUR FUNDAMENTAL QUALITIES
It's never just a job at Dr. Martens. It's a way of life. We live and breathe our Fundamentals - INTEGRITY. PROFESSIONAL. PASSIONATE. TEAM PLAYERS. They define who we are and how we get the job done. We believe each role is as unique as the person who does it. To be our CRM Campaign Manager you will also possess these qualities:
- 5+ years' experience as a CRM/Email Marketing Manager
- Analytical mind-set
- Commercial acumen, consistently focused on driving revenues
- Deep level of technical expertise in CRM, with experience working through a variety of Marketing Automation, ESPs, CDPs and Data Visualisation tools
- Prior experience line managing small-mid-sized teams preferred
- Understanding of EMEA local market nuances
- Experience in customer journey mapping and segmentation
- Ability to influence other business units on CRM goals and vision
- Excellent teamwork and collaboration skills
- Knowledge of HTML/SQL preferable but not required
Are you ready to fill your boots? Apply now. At Dr. Martens, we are committed to creating an environment in which we can all be our best and bring our authentic selves to work. We encourage applications, regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, or disability. Diverse and inclusive teams have a positive impact on our brand; helping us to speak authentically to our consumers. We strive to develop a business where our people can thrive and feel empowered to express themselves. Because we believe everyone should feel supported and included whatever their role in the Dr. Martens community. #LI-FQ1