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Job Description
Role Overview:
The CRM Executive will help to deliver our CRM strategy by planning, supporting, and delivering our multi-channel CRM program across App, Email, and other touchpoints as relevant. You’ll be a part of a fast-paced environment, tasked with driving customer engagement and retention.
Key Duties & Responsibilities:
- Plan and deliver effective communications for customer retention, revenue and engagement.
- Evaluate and improve CRM Comms.
- Automated programs, BAU newsletters, dynamic email content, app push notifications, in-app messaging, and other touchpoint impacts.
- Leverage data to deliver a personalised and targeted journey for the Beauty Bay customer, and ensure a fluid journey exists to on site content.
- Ensure effective end-to-end delivery of CRM Comms including planning, briefing, copywriting, set up, proofing, translation, implementation, and campaign / weekly reporting.
- Execute & help to develop customer segmentation, with communications that are appropriately targeted for best impact with territory and translation consideration.
- Drive success via the CRM testing programme, ensuring good visibility of overall results and testing mechanics to improve KPIs.
- Understand & deliver to business objectives, adding a proactive impact to wider business KPIs, including customer satisfaction and product initiatives across territories.
- Engage with relevant third parties like Emarsys for ongoing development, account management, best practice and technical developments.
- Work closely with the commercial, brand and trading teams to plan CRM contact and content strategy to maximise revenue opportunities, and with Data partners to leverage customer insight.
- As an impactful CRM representative as required in projects and inspire CRM success.
Skills/Experience/Knowledge Needed:
- Accuracy in content and data, and strong organizational and teamwork skills.
- Aptitude in understanding and delivering excellent customer outcomes at every touchpoint.
- Experience/Interest in email and app technology – Emarsys experience preferred.
- Commercially minded with a creative awareness.
- Flexible and adaptable - experience of working in fast-paced retail is ideal.
- 12 months experience within a CRM role is essential.