CRM Manager in London

About: Mint Velvet takes the trends and relaxes them so that women who still want a nod to fashion can do so in a carefree way, whilst enabling season-by-season wardrobe building and cohesion; the collections will work effortlessly with each other each season. Thought goes into even the tiniest of details, making Mint Velvet a gorgeous (and affordable) treat. Mint Velvet believes that clothing should make women feel sexy and confident, ensuring each piece is designed and fit with the modern woman in mind. Beautiful prints, individual detailing, and refined textures in luxe, easy-to-wear fabrics give the collection a feel which oozes stylish femininity and is always underpinned with Mint Velvet's relaxed-glamour handwriting. Mint Velvet also uses one-off artisan prints and skin-pleasing fabrics such as cashmere, silk, linen, and fabulously naturalistic faux fur, offset by intricate embellishment.

Mint Velvet began when founders Liz Houghton and Lisa Agar-Rea set out to create an unfailingly chic collection of contemporary, great quality staples and elevated fits that they felt were missing from their wardrobes. Feeling frustrated that they couldn’t find anything they wanted to wear or the great customer service they craved, they started fusing relaxed comfort with glamorous yet wearable fashion trends. Relaxed Glamour was born. As collaborative creatives, we take untold pride in our work, designing with heart and soul. We want to be a force for good and are committed to becoming a more circular and responsible business, from the fabrics we choose to our considered processes. We are an agile and growing business, and we work hard to create an environment that allows for growth and progression, balanced with the support and flexibility needed to meet the challenge of a high-performance culture. Our leadership teams and founders sit amongst the teams and encourage a culture of balance and passion. MV is a very special place, and our values are anchored by three main pillars: people, planet, and community.

This high-impact role will report into the Head of Marketing, working closely with channels across the department. As CRM Manager, you will be responsible for driving customer acquisition, retention, and sales through expertly planning, developing, and implementing our CRM strategy - the opportunity to make a positive impact on our brand is huge!

Responsibilities:

• Ownership of the CRM strategy from planning to implementation, leading the measurement of KPIs for your Email, SMS & Direct Mail channels.
• Managing customer database segmentation to ensure we effectively target activity across all channels and always engage with customers appropriately to optimise their lifetime value.
• Utilising insight, campaign analysis, and customer feedback to continually optimise the performance of our campaigns.
• Delivering the direct mail strategy both in the UK and USA.
• Full ownership of the CRM platform, driving industry-leading usability, reporting, and functionality.
• Continually reviewing performance and conducting competitor analysis to evaluate and drive forward our CRM activity, developing innovative ways to attract new and engage existing customers.
• Ensuring all channels are optimised for accessibility and that they fully embody our MV tone of voice and brand ethos.
• Identifying and selecting appropriate CRM technology that will effectively support our growth strategy, leading on the implementation of these.
• Ensuring effective people management across the team - ensuring individuals you work with are always clear about the work to be done and on how that work fits into the bigger picture.
• Focusing on driving high performance across the CRM team - supporting ongoing development, sharing constructive feedback, celebrating successes, and managing performance closely.
• Collaborating effectively with colleagues across the business to deliver department and brand objectives.
• Ensuring faultless GDPR compliance.

Qualifications:

• You will be able to demonstrate proven experience in a similar role, with keenly developed commercial and customer awareness from working within fast-paced businesses.
• You will be adept at running high performance CRM and related campaigns with a strong focus on optimising all channels.
• You will have excellent project management skills, able to juggle multiple workstreams and deadlines at once.
• You will know when to be hands-on with implementation as needed, ready to get stuck in with your team to support our exciting growth plans.
• You will be comfortable responding to changing priorities.
• You will be skilled at using data and analysis to inform your planning, leveraging your Excel skills and understanding of CRM and wider digital marketing platforms.
• You will have experience using CRM platforms such as Bloomreach, Voyado, Ometria, or Klaviyo (ideally experience with more than one platform but not essential).

Benefits:

• Competitive starting salary and great career prospects in a fast-paced and growing business.
• 25 days holiday plus.