CRM Manager/Senior CRM Executive

Location: London (Hendon Central),

Days in Office: Hybrid - 1 or 2 times a week depending on meetings

Salary: £40k - £42k

Benefits: Associated Benefits

When was the last time a business you’ve engaged with or bought something from did something unique or engaging in their CRM which made you pay attention?

I’m willing to bet, you can’t really remember.

And yet you’re a CRM marketer. So you should know better. Right?

Heck, you could do better! You just want the right brand to go do it with. Right?

How about this:

• An ecommerce jewellery retailer which specialises in high quality luxury good sector
• Fast growth firm, offering a sustainable product
• Complete opportunity to have programme control – use of martech, customer journeys, content, triggers, etc
• Taking a programme that’s got foundations in place, but building the ground and first floors, etc upon it
• Won’t be just a transactions – i.e. promotional based crm programme. This will be brand promotion, customer engagement, thought leadership, new product launches, etc.
• They’ve already got around 500k customers, and the programme emphasis is on driving long term value, recognising customer spend happens over years. Not weeks or months

Your audience will be discerning with expectations for high-quality content with similarly high production values. So an understanding of the luxury market and how customers tend to purchase is essential to the needs of this role.

This is retail, so the environment will be fast-paced with quick turnarounds to meet certain trading deadlines. Especially around specific calendar trading points like Black Friday, Christmas, Valentines, etc.

Projects can vary in complexity and scale, and can run between 2 weeks and be quite large. To be quite quick and fast and need just a couple of days to turn around. But with each, the output has to be on point and align to the brand.

The environment itself really similar to what you might find in a Growth Marketing or an eCommerce agency but in-house, working directly for the brand.

It’s a well-oiled machine which functions day-to-day very effectively and well organised.

ABOUT THE ROLE

The role is going to be working directly with the Senior Marketing Manager and Marketing Director, she is a truly inspiring leader with a great marketing pedigree within premium and luxury brands.

You will work with them to help create a CRM strategy, with the ambition to make it into a major engagement channel for their customer base.

Your role has a roadmap to grow and expand into a CRM Manager once you’ve hit key milestones in the company’s Digital Transformation.

The sky is the limit, with the opportunity for you to develop into becoming a CRM expert who will keep an eye on trends and constantly be coming to the table with new ideas. The brand is particularly focused on short form video content and educating its customers on the world of sustainable diamonds and jewellery.

Another key part of this role will be to look at the business’ CRM holistically.  They have a great foundation of CRM activity but are now looking for a dedicated professional to evaluate their current processes and build new ones. They want to build long term relationships with their customers, as jewellery is bought to mark life occasions. So they want to be front of mind when those occasions arise.

RESPONSIBILITIES

• Maintain and update customer data in the CRM system, ensuring accuracy and completeness.
• Segment customer data to target specific audiences effectively.
• Brief, create, execute, and manage email marketing campaigns, newsletters, and SMS messages using the Klaviyo email platform to engage customers, deliver personalised content, and promote products and services.
• Ensure email best practices are being followed, and optimisation across devices and templates are continually reviewed.
• Analyse customer data to segment the customer base, enabling tailored marketing campaigns and communication.
• Implement and manage marketing automation workflows within the Klaviyo platform to streamline customer interactions and automate routine processes.
• Monitor and analyse CRM performance metrics, such as email open rates, click-through rates, conversion rates, and customer retention, to evaluate campaign effectiveness and suggest improvements. Weekly + Monthly reporting on key performance metrics and campaigns to analyse key trends, adopting a test and learn approach to ensure maximise engagement and revenue.
• Stay updated on CRM technology trends and integrations, recommending enhancements to improve CRM efficiency, including the use of the Klaviyo platform.

EXPERIENCE NECESSARY

• Proven experience working with CRM software, particularly the Klaviyo email platform
• Strong understanding of customer relationship management principles and best practices
• Proficiency in email marketing tools and marketing automation platforms
• Understanding of wider marketing – brand marketing as well as commercial-driven messages
• Team player with the ability to collaborate effectively
• Certification in CRM-related courses or platforms is a plus

TO APPLY

If you think you’ve got what it takes, you can share your Linkedin profile or email me a CV – it doesn’t have to be up to date, we can work on that once you decide you want to take this forward.

Or, for a chat and more information please contact me on:

Max Tullis-Turner
Practice Lead, Digital
Blue Pelican
01892 507130
max@bluepelican.com