CRM and Email Marketing Manager

Belstaff was created by and for independent spirits. We know that what we do, and who we do it with matters. Join the team and make an impact as we build a legacy that surpasses our incredible past.

Love The Challenge. Find A Way. Go All In. Stand Together. Be The Difference.

A bit about Belstaff

Belstaff is a functional clothing brand founded to move people forward. Throughout our history we have championed material innovation, collaborating with those who challenge the ordinary and celebrate the joy of the journey. Belstaff has designed protective suits for race-car drivers, windproof smocks for Marines and insulating clothing for mountaineers. One thing is at the heart of all these endeavours: An Independent Spirit. Today, this energy prevails and unites the people who bring the Belstaff brand to life, providing the best products to our customers – both old and new. We are committed to building a team of curious, conscious individuals dedicated to showing up, standing together, and being the difference between a good day and a great day.

We are currently searching for a CRM and Email Marketing Manager to join the team.

As CRM and Email Marketing Manager you will focus on driving customer loyalty and retention both online and in-store through the delivery of insights and targeted customer communications.

Reporting to the Head of Ecommerce, this role is essential in developing, testing and managing the Belstaff client communication strategy, and delivering KPIs across customer retention, loyalty, acquisition and conversion.

Working collaboratively across the business, you will play a crucial part in demonstrating the value of putting customers at the heart of the organisation, using data-led insights.

We are looking for someone who will be responsible for:

Email

• Managing, planning and executing the global email marketing strategy across DTC channels (Retail, Outlets & Ecommerce), ensuring channel KPIs are tracked and achieved
• Maintaining a strong relationship with the ESP, communicating email targets and strategy roadmap to ensure objectives are achieved
• Tracking weekly email performance against KPIs and presenting results to internal stakeholders
• Overseeing the scheduling, testing and deployment of all customer email campaigns
• Managing automated email programmes and building customer journeys triggered by lifecycle milestones and customer behaviours
• Ensuring tracking codes are applied accurately for effective performance monitoring
• Managing the email communication calendar, working closely with Ecommerce, Merchandising and Brand Marketing teams to align campaigns and customer messaging
• Briefing templates to the Brand Editor and Graphic Designer, ensuring communications are on-brand and identifying areas for improvement in email templates and creative assets
• Leading monthly Commercial and Brand brainstorming sessions to present and coordinate upcoming channel activities
• Conducting A/B testing to identify and optimise performance
• Developing strategies to grow the database, including competitions, social media campaigns and other online channel activations
• Collaborating with the team to drive site email sign-up content
• Managing the database to identify and target active, lapsed and dormant users with tailored campaigns
• Developing the channel through tools, data analysis, automation, personalisation and segmentation

CRM

• Managing the quality and consistency of data capture, and overseeing the customer data platform
• Establishing the customer measurement KPI benchmarks to drive performance and support organisation-wide decision-making
• Tracking weekly CRM performance against targets and present insights to internal stakeholders
• Leading the loyalty/membership programme, developing and managing strategy and requirements across the business
• Conducting quarterly data capture workshops with retail and customer service teams, cascading the importance of high-quality data and its role in enhancing customer retention and loyalty
• Lead customer feedback programmes, including surveys, social listening and focus groups, subsequently sharing key learnings with the wider business
• Ensuring CRM best practices are upheld across personalisation, UX, retention initiatives and GDPR compliance

We are looking for someone who has:

• Significant experience in CRM and/or Email Marketing (luxury/ fashion preferred)
• A demonstrable track record of driving results
• Exceptional communication skills and relationship building abilities
• A passion for face-to-face customer interaction
• Experience owning and developing relationship of ESP
• Confidence with data-driven decision making

We are looking for someone who is:

• Inspired by working for Belstaff
• A motivated, self-starter with ambition to lead and execute a strategy
• Comfortable working in a fast moving and dynamic environment
• A team player and keen to join a fun and caring team
• A strong communicator, able to share your ideas and findings clearly
• Able to manage and achieve multiple deadlines whist remaining highly organised with excellent attention to detail

Where to from here?

We are an equal opportunity employer and value diversity at our company. We will not discriminate on the basis of sex, race, marital status, disability, age, sexual orientation or religion. We are committed to a fair and accessible recruitment process for all candidates so if you would like us to make any adjustments to the application or interview process, please let us know and we will be happy to support you.

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