At a Glance
- Tasks: Lead CRM strategy, manage campaigns, and enhance customer engagement at Derek Rose.
- Company: Join a family-owned brand known for quality and innovation in retail.
- Benefits: Enjoy 25 days annual leave, pension contributions, and generous staff discounts.
- Other info: Dynamic hybrid work environment with opportunities for personal and professional growth.
- Why this job: Make a real impact on customer relationships and drive business growth.
- Qualifications: 6+ years in CRM, hands-on experience with Klaviyo, and strong copywriting skills.
The predicted salary is between 49500 - 60500 £ per year.
Reports to: Head of Direct to Consumer
Location: London - Hybrid (4 days office-based, 1 day remote)
Contract: Full time, permanent
About the Role
We're looking for a Senior CRM Manager to take ownership of customer engagement at Derek Rose. This is a hands-on role with a lot of room to grow. The foundations are in place: reporting, segmentation, lifecycle flows and the start of a VIP programme. Now we need someone to get in, run it day to day, and take the business with them as we build CRM into a much bigger part of Derek Rose.
You’ll do the work yourself: managing and improving our Klaviyo flows, writing copy, pulling the data, running tests and reporting back. You’ll have some design and copy support, but you’ll be comfortable doing every part of it. Alongside that, you’ll set the direction, make the case for where we go next, and help build the team as it grows.
What You’ll Be Doing
- CRM & Retention Strategy
- Own the ongoing development and delivery of the CRM strategy, building on the foundations already in place to drive retention, frequency and lifetime value.
- Grow retention for a full-price brand without the ability to lean on discounts.
- Manage, update and improve our automated flows and lifecycle programmes in Klaviyo, from welcome to win-back.
- Own the campaign strategy and calendar, alongside Marketing’s plan, built around our three content pillars (inform, inspire and convert) so every send is right for its segment.
- Write our CRM email copy, working from Marketing’s creative direction, and check everything before it goes out.
- Own the day-to-day CRM communications plan, balancing trade and brand objectives.
- Test properly, including holdouts, so we know what’s working and put our time, sends and offers where they make a difference.
- Clienteling & VIP
- Build our VIP programme from the early work we’ve started, deciding who qualifies, what they receive and how we measure success.
- Work with Retail and Client Experience so VIP customers are recognised in store, on the phone and by email.
- Focus the programme on recognition and access rather than points or discounts.
- Building the Function
- Set out a CRM roadmap, work out what’s needed to deliver it and make the business case to get there faster.
- Hire and develop a junior email executive once the case is made.
- Customer Insight & Reporting
- Build out our data and tech, improving data capture, personalisation and how our systems work together.
- Maintain and evolve our regular reporting to track customer behaviour through cohorts, repeat rate and lifetime value.
- Own and evolve our customer segmentation strategy (including RFM), identifying opportunities to leverage segments to increase engagement and revenue.
- Champion the voice of the customer across the business, using insight to influence strategy and decision-making.
- Present clear, actionable insights that inform marketing, trading and brand activity.
What You’ll Need
- You can run every part of a CRM channel yourself: strategy, build, copy, data and reporting.
- 6+ years’ experience in CRM, ideally within retail or ecommerce.
- You measure beyond opens and clicks. You think in cohorts, repeat rate and LTV, and you’ve run a proper test.
- Recent hands-on experience in Klaviyo or similar: you can manage, rebuild and improve flows, segments and templates yourself, without an agency.
- Experience as the only or lead CRM person, delivering end to end without an agency or data team behind you.
- You write well, and you can say why a line works. You’ll write much of the copy yourself and edit the rest.
- Commercially minded, with the ability to balance brand and performance objectives.
- You’ve managed or developed someone.
- You enjoy working closely with senior leadership in an independent, family-owned business.
What Success Looks Like
- The CRM strategy and framework further embedded, refined and evolved across the business.
- Improved retention, reactivation and repeat purchase rates.
- Effective use of segmentation and personalisation across all communications.
- A VIP programme up and running, with measurable gains in engagement and advocacy.
- A CRM function recognised as a key driver of customer growth and experience.
What We Offer
- Pension contribution.
- 25 days annual leave, plus bank holidays.
- Generous staff discount and regular sample sales.
- Confidential wellbeing and mental health support service.
- Office social events.
Senior Crm Manager employer: Derek Rose
Join our vibrant team at the Congleton Silk Studio, where we prioritise a life-loving work culture that values creativity and precision in luxury garment making. As a Sewing Machinist, you'll enjoy a supportive environment with opportunities for personal growth, including potential advancement to a Team Leader role, alongside generous benefits like a 70% staff discount and a strong pension scheme. We believe in enhancing your work-life balance with set hours and a commitment to employee well-being, making us an excellent employer for those passionate about quality craftsmanship.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Crm Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Derek Rose. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Derek Rose before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Crm Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Derek Rose:Your cover letter is your chance to shine! Tell us why you want to work at Derek Rose specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Derek Rose!
How to prepare for a job interview at Derek Rose
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
