CRM Executive

11 Feb 2018
21 Feb 2018
Contract Type
Full Time
Responsible to :

Size? & Footpatrol Head of Multi-channel/Multi-channel lead




Pilsworth, Bury, BL9 8RR


40 hours per week

Role Overview :

The purpose of this job is to managing the customer database and CRM activity including email activity, customer surveys, research and customer loyalty, as well as driving database sign ups, customer retention/reactivation and sales.

Key Duties/Responsibilities:•Deploying and managing email campaigns including standard sends/automated sends/trigger sends/segmented sends/international sends.

•Managing the customer database, ensuring that it is cleansed and that we are protecting our deliverability reputation and IP by targeting customers effectively.

• You will understand the customer lifecycle, implement test and learn in order to optimise communications across all channels, email, SMS, print, social and outbound.

•Defining, proposing and implementing segmented and promotional email communication plans including lifecycle programmes and behavioural targeting.

Assist with the implementation of new business tools which have been chosen to help develop the CRM output and return.

•Implementing measures to reactivate lapsed and dormant customers plus recommending plans for divesting old data.

•Working with the multichannel, buying and merchandising teams to plan promotional email campaigns promoting key product areas and brand messages.

•Continued detailed analysis and measurement of email performance and benchmarking against competitors and other leading retailers for best practice.

•Continuously analysing and reporting site and content performance and recommending improvements and developments.

•Develop a full email testing plan to test email content, subject lines, send times and any other tests we wish to conduct.

•Manage 3rd party review services including Feefo, Trust Pilot & Bazaar voice.

•Manage the monthly direct mail segments which we use to post out to customers, working with the marketing team & merchandising team to define content.

•Support the loyalty team by providing invaluable segmentation analysis & the day to day running of the loyalty scheme

•Manage the fascia’s NPS surveys & strive to achieve a higher score each week. This also includes the monitoring and setting up of feedback requests to and from NPS respondents

•As part of the Multi-Channel team, setting a great example to all colleagues of the business.

Skills/Experience/Knowledge needed:

·Experience of CRM and email send programs is essential

·Experience and knowledge of Excel and Google Docs would be valued

·University graduate or equivalent marketing qualification is advantageous.

·Strong organisational skills and a good multi-tasker is essential

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