At a Glance
- Tasks: Lead a dynamic team to innovate and manage our loyalty programmes and customer journeys.
- Company: Join schuh, a diverse and inclusive company that values individuality.
- Benefits: Enjoy up to 40% discount, flexible hours, and 34 days holiday.
- Other info: Great opportunities for personal development and career progression.
- Why this job: Make a real impact on customer satisfaction and business growth in a high-profile role.
- Qualifications: Experience in CRM, loyalty management, and strong leadership skills required.
The predicted salary is between 55000 - 65000 £ per year.
The Senior CRM and Loyalty Manager is responsible for recruiting and managing a team of campaign and loyalty specialists. An expert in the field of CRM, loyalty and customer marketing, their remit is to lead and own the Loyalty programme proposition including maintenance, innovations, projects, performance, reporting and analysis. Additionally, they lead on all customer journeys and mobile messaging with a goal to increase customer satisfaction and key KPIs including revenue, profitability, frequency, AOV, APRU and CLTV. This is a strategic role with an emphasis on delivery and mentoring. This is a high-profile role with lots of visibility.
Reports to: Head of CRM
Team: CRM & Loyalty team within Digital Remit
Works closely with: CRM Analytics team, CRM Audience and Systems team, Trade Email team, Digital Marketing team, Ecommerce team, Retail, Marketing and Finance.
Desirable Product Knowledge & Experience:
- Strong Salesforce experience across SFMC, Loyalty Management and Service Cloud
- Loyalty schemes
- Campaign management
- Customer lifecycle journey building
- Testing
- Project management
- Data literate and data driven
- Reporting, analytics and insight
- Refer a Friend Schemes
- Movable Ink/ Personalisation
- Mobile Wallet marketing platforms
- Google Drive and Microsoft Office suites
- Project management tools, Jira & Confluence
- Strong understanding of MarTech stack, including platform integrations and data flow
Main Duties & Responsibilities:
- Work with Senior CRM and Digital team to define and deliver CRM campaign and loyalty strategy
- Lead, mentor and support the team to define CRM and loyalty lifecycle stage and deliver campaigns, developing automated and triggered campaigns.
- Deliver loyalty programme development and innovations.
- Deliver CRM and loyalty led personalisation across email, web and stores.
- Deliver customer communications across various channels including email, mobile messaging and web and stores.
- Define economic model, tiers, rewards, benefits and promotions for loyalty programmes.
- Deliver projects to increase profitability.
- Deliver day to day management of the CRM and loyalty campaigns and programme.
- Define, deliver and QA CRM and Loyalty IT projects.
- Troubleshoot issues as they arise.
- Conduct test and learn activity using MTV and implement learnings (multivariate testing).
- Monitor and report on performance and KPIs and share with wider team and business.
- Increase acquisition, retention, engagement and value of loyalty customers.
- Define and deliver strategies and tactics to enhance KPI performance.
- Work alongside the email trade team and act as subject matter expert for campaigns that overlap with CRM and loyalty customers.
- Align CRM and loyalty activity with the wider marketing calendar and business goals.
- Jointly manage and build relationships with CRM and loyalty 3rd parties.
- Lead team to communicate, educate and train CX, retail and wider business on CRM and loyalty.
- Monitor and stay informed of industry innovations and competitor activities.
- Ensure brand DNA is conveyed in all CRM communications.
- Contribute to customer research projects.
- Contribute to market expansion strategy.
- Ensure all activity with brands adheres to GDPR policies.
- Keep abreast of data legislation changes and collaborate with DPO.
- Understand and comply with the Company's Health & Safety policy and procedures.
Other skills & competencies:
- Leadership
- Communication
- Innovation
- Technically minded
- Automation
- Planning and organising
- Project management
- Problem solving
- Stakeholder management
- Confident presenting to stakeholders at all levels
- Ecommerce and digital experience
- Omnichannel experience across in-store & online
- Negotiations and contracts
- Forecasting
- Personalisation
- Multichannel projects
- Customer journeys
- Customer lifecycle management
- Cross channel communications
- Managing 3rd parties
- Testing and QA
- Data feeds
- AI knowledge and experience
- Collaborative
- Self starter
- Positive, can do attitude
- Decision making
- Deadline focussed
- Influential and good at building relationships
- Mentoring
- Commercial
- Creative
- Fashion and footwear industry knowledge
- Segmentation
- Detail orientated
- Accuracy
- Clear sense of priorities
- Multitasking
- Excel
- Numerate
- MTV testing
- Strong command of English language
- Data Analysis and insight
- Data storytelling/ contextualising data
- Data visualisation
About the perks/benefits:
- Up to 40% product discount for you and your loved ones
- 34 Days holidays
- Your birthday off to celebrate you
- Flexible working hours / contracts to work when suits you
- Perk platform for hundreds of discounts
- Manage, save and access your wages as you earn them to get paid your way
- Employee assistance programme to support your wellbeing through resources, helplines and Virtual GP services.
- A pension scheme to help you save for the future
- Development and progression opportunities across store and Head Office
- Opportunity to be a part of our company Purpose Groups
About schuh:
At schuh we are the ‘Same but different’. By embracing diversity and promoting inclusivity, we aim to empower our people to be fiercely and unapologetically themselves. This means you will support our commitment to diversity, equality and inclusion, and ensure that colleagues and customers from all backgrounds, beliefs and communities are treated fairly. We are committed to providing reasonable adjustments to support disabilities or health conditions. Please let our talent team know of any adjustments needed during the hiring process. Our Talent Acquisition Team will work as quickly as possible to review your application. In the meantime, if you have any questions or would like any additional information at all, please contact talent@schuh.co.uk
CRM - Senior CRM & Loyalty Manager in London employer: Shoes
At schuh, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions diversity and inclusivity. With flexible working hours, generous holiday allowances, and a commitment to employee development, we empower our team members to thrive both personally and professionally. Join us in a high-profile role where your expertise in CRM and loyalty will not only drive business success but also enhance customer satisfaction in a dynamic retail environment.
StudySmarter Expert Advice🤫
We think this is how you could land CRM - Senior CRM & Loyalty Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Shoes. 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 Shoes 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 - Senior CRM & Loyalty 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 Shoes:Your cover letter is your chance to shine! Tell us why you want to work at Shoes 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 Shoes!
How to prepare for a job interview at Shoes
✨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.
