CRM Executive
Leeds
£30k to £35k pa
1 day WFH
Invigorate Recruitment is working with its client an online retailer to recruit a CRM Executive.
As the CRM Executive you will be responsible for utilising customer data and insight to drive the CRM activity across the business, including DM, Email, SMS and Digital Marketing activity (via Audience lists). Using a range of data sources, you will be responsible for developing a customer marketing plan / contact strategy, as well as maximising the health and understanding of our customer database to help drive the business forwards.
Responsibilities for the CRM Executive :
Data and analytics
Working closely with the data partner, you will be responsible for:
- Understanding what is happening with the customer database, to inform strategies for:
o Customer retention
o Customer reactivation
o Customer recruitment
- Working alongside the ecomm and marketing team to develop a coherent online and offline strategy that maximises customer activation and order frequency, whilst increasing cost efficiency
- Reviewing customer segmentation, and identify issues and opportunities across the customer file
- Regular reporting on:
o Customer Performance, including segment analysis
o CRM activity, including both online and offline channels weekly
o Health of the customer database:
o Detailed catalogue and insert analysis
o File size and movement
o RFM scores
o Customer profiles (by channel)
- Working closely with Marketing and Ecommerce teams to support on Customer data requests and campaign selection
- Present data-driven insights to stakeholders to support strategic decision-making.
- Reporting development to improve visualisation and self serving within the team
- Work with our data partner to develop probability models to help support better decision making across all CRM channels
- Work with the offline marketing team to support the successful delivery of the catalogue and insert programme
Digital CRM:
- Working with the CRM manager, you will utilise a Customer Data Platform (Bloomreach) to execute CRM activity across digital channels (Onsite, Email, SMS, Google, Meta)
- Feed audience lists to the CRM manager and Paid Media manager to enhance digital marketing activity across Google and Meta
- Work with the CRM manager to develop the email trigger programme / campaign automation to enhance existing customer performance
- Use customer data to identify opportunities for customer reactivation
- Support onsite personalisation programme by feeding customer segments & audience data to support the CRM manager's personalisation strategy using Bloomreach
Catalogue
- Working with the data partner to inform of the planning strategy.
- Developing seasonal mailing plans that work alongside our ecomm strategy, supporting with testing plans and analysis throughout the season
- Constantly analysing results to inform future mailing drops.
- Supporting in the budget process
- Working alongside the offline team in the execution of the catalogue programme
Inserts
- Providing analysis for inserts performance
Experience
You will have a solid understanding of customer data and CRM across both online and offline channels. You will be highly analytical with an excellent grasp of?customer database?methodology, CRM programmes and analytics programmes - with emphasis on results measurement and response forecasting.
You should be able to fully utilise the relevant?IT support systems, and to be conversant with standard business desktop applications, especially Excel and PowerPoint, a good understanding of GDPR and strong?interpersonal skills?with the ability to communicate with senior managers. Experience with SQL and PowerBI would be advantageous.
You will be expected to work with the Ecommerce team as well as the wider Marketing team and at Board level.