At a Glance
- Tasks: Lead customer insights and retention strategies to enhance customer experience and drive loyalty.
- Company: Join Joseph Joseph, a leading houseware brand known for intelligent design.
- Benefits: Enjoy competitive salary, bonuses, hybrid working, and exclusive staff discounts.
- Other info: Dynamic team environment with opportunities for training and personal development.
- Why this job: Make a real impact on customer engagement and shape the future of our brand.
- Qualifications: 5+ years in CRM, strong analytical skills, and experience with email marketing.
The predicted salary is between 50000 - 65000 £ per year.
At Joseph Joseph, we are driven by a simple yet powerful belief — that intelligent design has the ability to transform everyday living. We create distinctive, thoughtfully engineered products that not only solve real-world problems but also bring joy, beauty, and functionality to daily life. Headquartered in London, we have grown into one of the world’s most admired houseware brands, with a presence in over 100 countries and partnerships with leading department stores, independent retailers, and a rapidly expanding e-commerce business.
We are looking for a talented CRM & Customer Insight Manager to join the Ecommerce Team. Reporting directly to the Head of Digital Marketing & CRM, you will also be responsible for the day-to-day management of a CRM Executive.
What you will be doing:
- Oversee the retention strategy to drive customer lifetime value, repeat purchase rate and frequency through a deep understanding of customer behaviour and insight-led decision making.
- Lead the development of a customer insight function, turning behavioural and transactional data into clear, actionable insights and recommendations for the business.
- Own customer segmentation strategy (lifecycle, value, behavioural, affinity) to enable effective targeting and personalisation across all channels.
- Build and own a customer measurement framework including LTV, retention, churn, cohort analysis and segment contribution.
- Analyse the end-to-end customer journey to identify friction points, opportunities and growth levers.
- Deliver regular reporting and insight packs (weekly, monthly, ad hoc) with clear narratives and commercial actions.
- Partner closely with Ecommerce, Brand, Trading and Product teams to embed customer insight into planning and decision-making.
- Own and manage the Email marketing strategy: planning, briefing, A/B testing, reporting and optimisation across campaigns and lifecycle journeys.
- Own and manage the SMS marketing strategy: planning, testing, reporting, performance optimisation and budget management.
- Manage and evolve lifecycle programmes across acquisition, onboarding, repeat and reactivation.
- Own and optimise the loyalty programme, focusing on engagement, incremental revenue and retention impact.
- Forecast revenue from new and existing customers and model the impact of retention initiatives to inform budgets and targets.
- Grow and enrich the customer database, leveraging first-party data strategies across onsite capture, paid media and preference centres.
- Ensure ongoing database management and governance, maintaining data quality and GDPR compliance.
- Own the CRM and customer insight roadmap, prioritising initiatives based on impact and effort (e.g. personalisation, referrals, testing roadmap).
- Work closely with Ecommerce, Brand and Digital Design teams on campaign planning and execution.
- Manage relationships with key partners (ESP, SMS and Loyalty platforms).
- Managing and resolving any customer-related queries that may arise directly from your channels (e.g. loyalty queries, email queries, data deletion requests etc).
What we need from you:
- Analytical mindset and comfortable working with customer data.
- 5+ years’ experience in a similar CRM role.
- Experience managing email marketing for a similar sized business.
- Experience managing a loyalty programme for a similar sized business.
- Competent presentation skills and the ability to present to the wider team on a weekly, monthly and ad hoc basis.
- Understanding of current GDPR compliance regulations.
- Familiarity with standard customer data definitions and building reports based on these (New/Existing, lifecycle stage etc).
- Experience managing a direct report/s.
- Experience working with CRM and marketing automation platforms, with the ability to quickly adapt to new tools (e.g. Ometria, Klaviyo or similar).
What you will get from us:
- Competitive salary and holiday allowance.
- Company performance related bonus.
- A pension contribution.
- An exclusive staff discount.
- 24/7 healthcare appointment support.
- Hybrid working – 3 days in office & 2 days from home and flex start/finish times.
- External private employee wellbeing support.
- Access to Perkbox.
- Volunteer days.
- Team Recognition scheme.
- Training and Development.
- Holiday carry-over scheme.
- Season-ticket travel loan.
- Cycle to work scheme.
- Parental Leave support.
CRM & Customer Insights Manager in London employer: Joseph Joseph
As a Digital Marketing Executive at our company, you'll thrive in a dynamic and supportive work environment that prioritises employee growth and well-being. With competitive salaries, flexible hybrid working arrangements, and a strong focus on training and development, we empower our team to excel while enjoying exclusive benefits like generous discounts and wellness support. Join us in a vibrant location where your contributions directly impact our success and where your career can flourish.
StudySmarter Expert Advice🤫
We think this is how you could land CRM & Customer Insights Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Joseph Joseph. 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 Joseph Joseph 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 CRM & Customer Insights Manager in London
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 Joseph Joseph:Your cover letter is your chance to shine! Tell us why you want to work at Joseph Joseph 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 Joseph Joseph!
How to prepare for a job interview at Joseph Joseph
✨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.
