Job Description
The Company
Join us in transforming urban living for happier lives! Brompton Bicycle is more than just a company - we're a community of innovators who are passionate about changing the world, one bike at a time. Our bikes are not just a means of transportation - they're a reflection of our values, creativity, and commitment to excellence.
With over 16 million possible combinations of gears, colours, handlebars, and accessories, we're all about giving our customers the power to create their own personalized Brompton bike. And we are not stopping there - in the past 36 months, we've invested in new facilities, transformed our digital presence, opened new flagship stores, and launched our biggest product line ever!
Key responsibilities
- Lead the global customer marketing strategy & team, overseeing CRM, Insights and Community.
- Create a global centre of excellence and support for regional marketing teams. Building effective working relationships with regional leads and cross functional teams.
- Lead the CRM team in the formulation of Global and Regional CRM strategies and programmes/campaigns.
- Analyse customer behaviour data to generate actionable insights and strategies to optimise customer journeys.
- Establish meaningful segmentation and targeting, marketing automations, using testing and analytics to inform continuous optimisation to drive revenue.
- Work with Head of Community to build out the community & loyalty programme to engage and grow our fanbase, leveraging owner enthusiasm to drive business impact and activate our purpose of ‘We Create Urban Freedom for Happier Lives’
- Oversee global customer insights team and ensure the voice of the customer is at the heart of all decision making within the business, working cross-functionally, collaborating with teams including Product Design, Brand/Creative, Retail, Product Management, and Ecommerce
Personal attributes and skills
- Must be data savvy, ideally with prior hands-on experience with SQL etc.
- Strong communicator: must be able to engage with technical stakeholders as well as C-suite, must be able to communicate complex analytical concepts to a lay audience
- A leader of leaders
- An affinity to Brompton & its purpose.
Experience
- 10+ years’ experience in Customer Marketing.
- Experience in omni-channel or ecommerce; must have operated in a D2C environment with a well evolved customer data ecosystem.
- Experience in CRM / direct marketing / personalization / segmentation
- Experience developing community & customer Loyalty programmes.
- Experience in customer insights
- International experience, ideally with experience in APAC region (particularly China)
- Experience of premium / high consideration brands
Sustainability andHealth & Safety Commitment
• Measure and report on Sustainability and H&S performance, including socially and environmentally responsible practices, incidents, injuries, training, risk assessments and audits, ensuring actions are undertaken and closed to drive continuous improvement.
• Seeks to contribute towards improvements to Brompton Policies and Procedures.
• Provide visible, active, and effective leadership and be a role model in setting the direction of the Sustainability and H&S culture, engagement, and performance.