Customer Relationship Management Specialist

We have a fantastic opportunity for a CRM and Retention Marketing Specialist to join our team here at Lands’ End Europe in Oakham, Rutland. This is a rare and exciting opportunity for an experienced CRM Marketing Specialist to drive and deliver a full transformation of Lands End customer communications, including building the best in class, personalised, lifecycle marketing programmes via email, SMS and direct mail.

You will be responsible for improving existing customer retention to prevent churn via highly engaging communication strategies. You will build effective re-engagement and new customer nurture programmes to help grow Lands End customer base. Lands End is transforming to become a digital first, data driven, customer centric business. The ideal candidate will be used to a test and learn culture for growth.

You will bring your extensive CRM expertise, creative but data driven mindset to lead and help execute robust data collection practices, complex segmentation, multi-channel and fully personalised lifecycle marketing campaigns, engaging CRM content development, and customer insight driven communications.

While based in the Marketing team, the individual will drive close collaboration among key stakeholders across the Marketing team, E-commerce, Creative, Supply and Finance teams.

What you can expect from the role:

• Lead CRM tech roadmap for the European business including CRM testing to drive innovation
• Plan, build and help execute best in class, multi-channel CRM programmes (nurture, retention, reactivation)
• Manage and grow a digitally contactable customer base using email, SMS and other communication methods
• Develop personalised, automated, trigger campaigns that react to the customers wants and needs
• Create and manage stronger, more exciting CRM content for higher engagement rates from existing customers
• Develop loyalty perks programme to increase retention and prevent churn
• Share the workload for BAU CRM tasks
• Always look for opportunities on how CRM can deliver on short term demand goals

Please note this role is hybrid and will require 9 days a month in the Rutland office.

What we need from you:

• Proven experience in CRM Marketing roles in retail or any other customer centric industries where retention programmes are crucial such as hospitality, travel or e-commerce
• Extensive experience in segmentation, personalisation, and customer lifecycle strategies, including behaviour-triggered and automated journey campaigns
• Strong experience in loyalty enhancement programmes, CDP, ESP platforms
• Customer engagement building through brand content
• Worked with setting up campaigns with personalised, dynamic content
• Building leads and growing subscribers via data capture campaigns
• CRM tech savvy and data driven

Desired but not essential:

• Skills in data mining tools like SQL, Unica and business intelligence
• Fluent in German or French in addition to English

Benefits you will receive as a Lands’ End Employee:

• Hybrid working model
• Subsidised Restaurant
• Free access to a local gym
• Employee Discount
• Cash Health Scheme
• Free Eye Test
• Employer Pension contribution up to 5%
• Free on-site parking

Don’t miss out on this fantastic opportunity! Click ‘apply’ now, or if you want to know more, please get in touch with our recruitment team. No agencies please.