Our client is on a mission to become one of the UK and Ireland’s leading brands in selling luxury vintage and pre-owned accessories. Their eCommerce store has undergone strong growth in recent years, and they are looking for an experienced CRM Manager to develop customer retention and lifetime value. 

You’ll be developing a high-quality CRM strategy to ensure the company remains top-of-mind for their customers, reinforcing the attraction of this high-end luxury brand. With skilful campaigns, you’ll be powering repeat custom and referrals and driving revenue for this fantastic retail company

What’s in it for you? Competitive salary | London or Dublin-based | Luxury retail brand | 3:2 hybrid working | Strong growth position

MAIN RESPONSIBILITIES:

  • Designing, developing and managing a loyalty programme specifically for the pre-owned luxury goods market.
  • Owning a multi-market CRM communication strategy to deliver exceptional trading, growth, improved retention and customer lifetime value.
  • Managing the email marketing channel: assessing current setup and strategic development to grow purchase frequency, overall share of company customer acquisition and revenue generation. 
  • Overseeing the development and rollout of a comprehensive referral marketing strategy. 
  • Developing, implementing and managing retention marketing campaigns.
  • Identifying and documenting the valuable customer cohorts.
  • Interacting with customers via field research, usability studies, and surveys to identify, prioritise and address their needs. 
  • Developing a clear segmentation strategy to identify key drivers of profitability, loyalty, and churn.
  • Assisting with optimizing email and automation flows, and developing new ones to leverage insights in timing, targeting and content.
  • Building and managing customer messaging campaigns adapted to lifecycle stage and engagement level.
  • Leading and analysing A/B testing to optimise engagement.
  • Embed ‘Test, Learn & Optimise’ practice into all the marketing activity to ensure ongoing knowledge and performance improvement across all campaigns. 
  • Monitoring competitor campaigns to inform and shape the brand’s future strategy and tactics.
  • Designing the annual and seasonal loyalty marketing plan as an integral component of the overall content calendar.

SKILLS, KNOWLEDGE, AND EXPERIENCE:

  • 3+ years’ experience in similar a CRM / customer loyalty role. 
  • Proficiency in leading CRM/loyalty platforms essential.
  • In-depth knowledge of CRM customer planning, ideally in in luxury retail.
  • Experience in developing new CRM and loyalty programmes.
  • You’ll have advanced Excel knowledge and data analysis skills.
  • Strong understanding of leveraging CRM principles creating and omni-channel customer experience.
  • Confidence in critically evaluating complex business issues to develop customer-centric solutions.
  • Proven ability to translate data and analysis into comprehensive marketing strategy.
  • Qualification in Digital Marketing, Loyalty Retention Marketing preferred but not required.
  • Similarly, Master’s degree in Business or Marketing preferred, but not required 

This is a fantastic opportunity for an experienced CRM and brand loyalty manager to be involved in developing a unique customer journey with a focus on luxury and high-quality goods to grow customer lifetime value and deliver incredible ROI. 

If you like the sound of a great salary working for a fantastic retail eCommerce company in either Dublin or London, send your CV and portfolio to our specialist recruiters at Prosperity today. 

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