CRM and Loyalty Manager

Cranford, UK
Closing date
14 Oct 2020

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Marketing & PR
Contract Type
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Role: CRM and Loyalty Manager

Reporting: Digital Director

Location: London

PANGAIA is a materials sciences brand on a mission to design a better future for everyone. This is a big, bold purpose and it drives all of our decision making.

CRM is becoming a key and powerful part of how we communicate with our community. This pivotal role will lead how we structure our acquisition, engagement and retention strategies.

An experienced planner, you are process driven, with a proven track record of working across the CRM landscape - including campaign management, audience segmentation, automation flows and loyalty.

You are a strategic thinker who can confidently build a CRM roadmap. You are a strong project manager who can break down a roadmap into actionable tasks. You are a problem solver who can deliver solutions in a fast paced direct-to-consumer business. You enjoy working within a creative environment and understand the balance between brand priorities and commercial targets.

Key Responsibilities
  • Responsible for leading and executing the CRM and loyalty strategy for Pangaia across multiple channels and regions
  • Responsible for ensuring brand goals and objectives come to life in CRM channels in alignment with the global marketing direction and local market strategy
  • Develop and manage customer feedback channels driving data acquisition and customer insight
  • Analyze and interpret results from CRM initiatives to drive continuous improvement of campaigns and inform the CRM roadmap
  • Follow market trends in CRM, loyalty and automations to continuously evolve the PANGAIA customer strategy incorporating best practice and new innovative ideas
  • Develop and deliver all email automations. Ensure all email templates follow best practice, taking a mobile first approach
  • Develop, deliver and own the PANGAIA loyalty program, driving retention and further establishing our brand mission amongst our audience
  • Manage 3rd party agencies and the development, maintenance and review of contracts and relationships
  • Work alongside eCommerce and Product teams to optimise website and any future platforms with automation flows and loyalty
  • Work alongside Technology and Data teams to research, evaluate and RFP vendor partners to support the execution of CRM strategy
  • Work alongside Data team to better understand customer segments and their lifecycle, with the goal of increasing LTV, retention and NPS
  • Work alongside Performance Marketing team to align CRM with wider acquisition and re-engagement initiatives and ensure a seamless cross-channel customer flow

Must haves:
  • 5+ years of CRM experience with a proven track record of managing budgets to target
  • In-depth knowledge of digital marketing and loyalty principles (preferably within the apparel sector) and the end to end process for campaigns from strategy to deployment
  • In-depth knowledge of CRM best practices and KPIs
  • Detailed knowledge of email regulations and compliance
  • Strong eye for aesthetics, customer centric communications and good digital design
  • Experience with eCommerce in a global fashion, tech or start-up context
  • Ability to work in a fast-paced, iterative environment

Nice to haves:
  • Experience with Shopify
  • Passion for mission-led brands
  • Interest in sustainability and technology
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