CRM Lifecycle Manager

At Currys we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.

Reporting to the Senior CRM Manager, the CRM Lifecycle Manager plays a key role within our growing CRM team, responsible for planning the delivery and the commercial performance of our core lifecycle and triggered programmes for Carphone Warehouse, working closely with numerous stakeholders and 3rd parties. You’ll be focused on transforming our approach to onboarding and retaining Post pay, SIM-free and SIM-only customers, considering opportunities to cross-sell and upsell through highly personalised customer journeys and developing multi-channel strategies including Email, SMS and DM. We are passionate about technology, and as the eyes and ears of the customer our role is to champion customer insight across the business to deliver a customer centric plan that drives improved sales and engagement.

Responsibilities

• The planning, delivery and commercial performance within our Carphone Warehouse customer lifecycle programmes, such as (but not limited to) onboarding, retention and win back.
• Creating and deploying weekly in life communications and developing a strategic approach to new product launches across the entire CRM lifecycle.
• Managing workflow development, creative email templates and build audience selections through Adobe & Moveable Ink platforms.
• Building audience and contact strategies with consideration to contingency rules and how your other CRM activities work in tandem with one another.
• Curating and introducing new opportunities to engage with mobile customers, through direct mail, SMS and email channels.
• Working closely with the mobile commercial teams, promotional and marketing planning teams to deliver coordinated integrated campaigns with CRM best practice at the core of the plans.
• Using insights & data findings, working with relevant teams to lead and shape the CRM strategy. Initiating conversations and workshops to drive actionable steps to drive performance enhancements.
• Collaborating with internal & external teams to create CRM campaign strategies, content, comms plans and creative executions.
• Continuously advocate for a customer-first mindset within the CRM team.
• Delivering regular programme reporting and analysis to drive continuous optimisation of engagement and conversion across the brands both weekly and monthly.
• Presenting to wider stakeholders on a regular basis with clear analytics and considerations for future opportunities.

Requirements / You will need

• Meticulous attention to detail and a ‘can do’ attitude to work.
• Commercially focused & data driven, whilst putting the customer at the heart of every marketing decision.
• Great communication & organisational skills, with a strong focus on campaign planning, content delivery and analytics.
• Experience of working with Moveable Ink and an understanding of ESPs preferable including data management and campaign deployment.
• Experience in working with external agencies and suppliers beneficial.
• Self-motivated with a proactive approach & ability to work to deadlines.
• CRM experience working on a high-profile multi-channel consumer brand with exposure across the lifecycle (acquire, keep and retain) with a sizeable customer database.
• Experience of working with a campaign tool to build and deploy campaigns.
• Degree or equivalent in Marketing, Business or related field.

Benefits

• Holiday benefits - 25 days of annual leave (plus bank holiday entitlement).
• Private medical insurance.
• Life Assurance.
• Competitive pension scheme.
• Access to discretionary bonus.
• Hybrid working; our primary Currys Campus is at Waterloo (WeWork).

Why join us

Join our team and we’ll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life. Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet. Every voice has a space at our table and we’re committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email careers@currys.co.uk and we’ll do our best to help.