CRM Manager (FTC)

CRM Manager – 6 months FTC

You will be delivering relevant, personalised, and exciting campaigns and communications that our M&S customers will grow to love.You could be managing the end to end delivery yourself – or working closely with our BU marketing teams – to deliver incremental value for the business and our members , behaviour change within the customer base, and a step change in how we reward our more valuable customers.

You’ll be an adept CRM manager – used to collaborating across teams and maintaining a critical path. You’ll be comfortable marrying creative thinking and data to design communications – and you’ll constantly be looking to improve engagement and metrics.

You could be executing our trading communications at pace – or redesigning our programmes of communications – you’ll thrive on variety and bring rigour and curiosity to our approach to CRM.

KEY ACCOUNTABILITIES & RESPONSIBILITIES

• Own the end to end delivery of customer communications, including emails, and push notifications.
• Develop new, and iterate existing communications – to support support the development and delivery of the Customer Loyalty Communications strategy to drive growth, personalisation, frequency and engagement across our customer base
• Identify opportunities to enhance our processes and ways of working. Find ways of improving executional efficiency across the team, and work with relevant teams eg. Product and Automation to implement
• Collaborate with other marketing teams across M&S to bring the loyalty proposition, benefits and campaign moments to life across touchpoints, channels and activities. Work closely with teams to align campaigns across other channels eg. onsite, paid and ATL.
• Collaborate with Analytics and Data Science teams to ensure activities leverage data led opportunities, embed test and learn, and are analysed for post campaign findings
• Ensure all customer communications align to our M&S and Sparks brand standards, and are reflective of communications standards
• Optimise all campaigns against key performance metrics, engagement, open rates, click through rates, offer redemption and opt outs. Embody a continuous improvement approach, continually evolving activity to ensure the best outcomes. Ownership of reporting and analysis requirements within the CRM team, being the key contact to supporting cross-functional stakeholders to drive continuous improvement.
• Ensure all activity is delivered on time, to budget, or appropriate risks and mitigations have been communicated
• Be mindful of key loyalty and communications trends from competitors, and outside the retail industry, and make recommendations as to how these can be adopted in our communications
• Maintain positive relationships with our delivery partners (data, creative, development agencies etc.)

KEY EXPERIENCE

• Job knowledge – specialist skills, experiences, qualifications, specific systems or practices relevant to the role, latest function specific knowledge
• Business knowledge – level of commercial awareness, economic, commercial, political experience, industry specific knowledge to differentiate M&S from competitors
• Problem solving – analytical skills, ability to direct, lead and deliver solutions that go beyond existing ways of doing things
• People & Leadership skills – communications, leadership and talent development skills.

ESSENTIAL

• CRM background with demonstratable knowledge of CRM planning and delivery as well as end to end campaign management, ideally within retail.
• Excellent communication skills, including proven ability to communicate and influence all stakeholder levels in a clear and concise manner.
• Ability to work both strategically and tactically to translate business requirements into effective delivery plans and roadmaps
• Campaign Management/ Project Management experience
• Retail/ Loyalty experience
• Data literate and numerically literate
• Customer centric, with a good degree of commerciality
• Experience in agency management

DESIRABLE

• Hands on experience in email and customer journey design and build (ideally using Salesforce Marketing Cloud)
• Understanding of HTML and producing emails through a user-friendly interface

Work’s a treat!

On top of a competitive salary, you can expect a whole load of perks:

• 25 days’ holiday + bank holidays – we understand the importance of you getting some down time.

• Annual Wellbeing Day – enjoy an additional day on us to look after your physical and mental wellbeing.
• Pension Scheme – helping you save towards your retirement home in the sun!
• Corporate Medical Cash Plan – claim back the cost of your medical treatments.
• Smart Working Options – spend up to 40% of your working week from home.
• So many savings – through our online community platform, you can access dozens of daily deals, from money off top brands to discounts on days out.

• Employee Assistance Programme – our people are at the heart of everything we do, so if you’re happy, we’re happy.
• Cycle to Work Scheme – save on the cost of biking to work.
• Monthly Employee Awards – Employee of the Month programme with £250 bonus
• Raising money for charity including a paid Volunteer Day – we’re all about giving back… and having lots of fun in the process!
• Referral scheme – know the perfect person to join the team? You could bag £1,500 for a putting a good word in.

• Wellbeing Programme – giving you the opportunity to join regular, interactive Wellbeing Workshops or join our 30 plus Wellbeing Champions.
• Enhanced Family Friendly Leave – support for you and your family to help you navigate through the craziness of family life.

We Value Diversity

We champion and welcome diversity in our workforce and ensure all job applicants receive equal and fair treatment, regardless of age, race, gender or gender identity, religion, sexual orientation, disability, or nationality.

We are not only committed to increasing the visibility and recognition of talent from under-represented groups within our organisation, but the wider industry too.

At the end of the day, we make sure we take time to look after ourselves, each other, and the planet, because we’re always stronger together.

ITG have a number of community groups (ERGs) available to employees which offer a safe space for like-minded colleagues, with shared interests to connect, socialise and check in with each other. These include Black ITGers Together, LGBTQ+ Together, Mens Health Together, Muslims Together, Neurodiversity Together, Working Parents and Carers Together and Women In Tech Together.

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