E-Commerce CRM in Brackley

At the Mercedes-AMG Petronas Formula One Team, a group of passionate and determined people work to design, develop, manufacture and race the cars with the aim of fighting for world championships each and every year. Whether working in our Operations, Technical, Race or Business Support functions, we are all in and aspire to build the greatest team in the history of our sport.

About the Role:

Our E-Commerce store is the official direct-to-consumer offering for The Mercedes-AMG Petronas Formula One Team merchandise. In 2023 we brought the store in-house, having launched the new platform in early March. We are now on the lookout for an E-Commerce CRM & Campaign Manager to join the E-Commerce team. Reporting to the Senior E-Commerce Manager, you'll manage all e-commerce campaigns and retention activity through our CRM platform Klaviyo.

This will be the customer facing CRM programme (email, SMS and/or other channels) requiring customer segmentation and customer insight which allows you to send frequent, relevant, and personalised 'calls to action' alongside any RFM analysis. You'll work closely with Mercedes AMG Petronas Formula One's broader Fan Engagement, Brand and Media/Acquisition teams to build evermore effective look-a-like audiences using our segmentation to find the highest quality and quantity of traffic to visit the ecommerce store. Finally, you'll manage the marketing calendar to ensure all teams are aligned on campaigns and communications, ensuring detailed planning for major product launches, brand moments and reactions to on track performance. Reporting performance and campaign success to the wider team to help influence trading activity.

As our E-Commerce CRM and Campaign Manager, your responsibilities will include:

• CRM & Customer Support
  • Own all customer retention tactics and deliver best practice in CRM, segmentation, customer insight, RFM, community programmes and other emerging channels that unlock incremental value.
  • Work closely with Trading team and the broader product team to agree call to action / tactics and trading plan that optimises your retention activity.
  • Work closely with the Fan Engagement, Brand, Marketing Communications team to align on activity as well as with Commercial / Finance Analyst/s to unlock customer, marketing and business insight.
  • Monitor retention / loyalty / VIP / community activity of other organisations to spot trends and innovation.
  • Provide expertise on current e-commerce industry best practice, with CRM focus.
  • Keep up to date with e-commerce & retention best practice of tomorrow through training, research etc.
• Campaign Management
  • Own the e-commerce campaign/trading calendars.
  • Chair meetings with Product, Brand, Marketing & Trading to populate the campaign calendar.
  • Where possible, devise campaigns with the aim of hitting objectives.
  • Work with the Communications & Content team to output e-commerce assets.
  • Work with our organic and earned Social Media team to help build followers and engagement from an eCommerce point of view.
  • Brief and oversee the work of internal and external creative agencies.
  • Set and work within campaign budgets.
  • Ensure brand identity is adhered to in campaigns and in all communication channels.
  • Maintain regular measurement of the ROI of campaigns.
  • Collect and use data to inform new campaigns and the evaluation of existing campaigns.
  • Keep abreast of current trends in marketing.
  • Uphold brand vision and standards as well as company objectives, strategy & tactics.

To be successful you will have:

• Great understanding of retail, ecommerce and marketing businesses.
• A proven track record as a commercial individual, who understands brand and fans and customers.
• Understanding of how to maximise output in conversion activity where a mix of skill / talent types is required.
• Independence and self-direction but able to work and lead a team of creative individuals.
• A quick learner who can process lots of information and prioritise action.

Essential:

• Seasoned professional with a history of managing 'call to action' retail/e-commerce marketing activity within CRM, retention or marketing.
• Strong entrepreneurial bias that has track record building, managing and motivating yourself and others.
• Experience with numerous ESPs (ideally Klaviyo), Segmentation platforms as well as Shopify and social media ad platforms.
• Demonstrated fully operational experience in leading and coordinating campaign activity across all functions in a luxury / apparel brand.
• Fully operational in securing market beating content creation function, fit to deliver the 100s of image, video, copy, graphic assets needed by the business.

Desirable:

• HTML / email coding experience.
• Experience in Sports/Fashion/Apparel.
• Global experience (USA, Europe).
• Multi-language skills.

Benefits:

Our riverside campus is powered by 100% renewably sourced energy and features an on-site gym and exercise studio, subsidised restaurant and on-site parking with EV chargers available. We offer a competitive and attractive package of benefits including a generous bonus scheme, Mercedes car lease scheme, private medical cover, life assurance and 25 days holiday. We pride ourselves on our family-friendly environment, employee well-being programme and offer flexible working opportunities.

Why us:

At the heart of our performance are our people. Every member of our team has a voice and plays their part in contributing to our successes on and off the racetrack. We take pride in creating an innovative, collaborative and high-performance culture where all of our team members are respected, empowered and valued. Through our Accelerate 25 programme, we are continuously working to make our team even more diverse and inclusive. Whatever your background, we believe that you will find working with us rewarding and enriching.

Your application:

We will ask you to complete a questionnaire as well as submitting a cover letter and CV. Please note if you would like to include a cover letter please upload it with your CV as one PDF document.