At a Glance
- Tasks: Support and co-create CRM campaigns for 9 million Superdrug customers.
- Company: Join Superdrug, a vibrant and inclusive employer in health and beauty.
- Benefits: Enjoy 33-38 days holiday, discounts, hybrid working, and a pension scheme.
- Other info: Collaborative office environment near East Croydon Station with excellent career growth.
- Why this job: Make a real difference with creative campaigns that engage and inspire customers.
- Qualifications: 2-4 years in a similar CRM role; creativity and data-driven mindset essential.
The predicted salary is between 29700 - 36300 £ per year.
This job is with Superdrug, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Join Superdrug Head Office - Make a Real Difference Every Day!
Hours: 37.5 | 9.00am - 5.30pm - Hybrid working available depending on role responsibilities with 2 days working from home and 3 days in our stylish, modern and collaborative office close to East Croydon Station.
Our vibrant Head Office, based by East Croydon station is a fantastic environment filled with hundreds of brilliant personalities. At Superdrug, we aim to be the best in accessible health & beauty, loved by our customers for value, choice, friendly advice, service and fun. We're all about personality, we have fun, and we work hard to deliver That Superdrug feeling.
In this role you are supporting and co-creating the delivery and execution of CRM activity across the member base of 9 million customers. You will be delivering highly creative, personalised and relevant communications that Superdrug members know and love. All campaigns will drive online & offline customer behaviour alongside the CRM KPIs.
- Understand customer needs and empower others to remove any barriers to deliver great service.
- Use positive language and behaviours in all interactions with customers and colleagues, building trust and rapport.
- Suggest and support new ideas and ways of working which are designed to improve service.
- You will be responsible for the implementation of CRM campaigns to develop and grow the Superdrug Health & Beautycard loyalty scheme.
- Co-create the CRM & Loyalty activity plan, ensuring all campaigns are customer first and strive to increase the core CRM KPIs - Sales Participation, Acquisition and Active Member Rate.
- Lead and champion all things creative, constantly searching for and discovering the latest industry trends, creating highly engaging and revenue-driving campaigns, ensuring they're further driving the channel's engagement metrics and objectives.
- Work closely with the Email Design Team to constantly be improving the effectiveness of digital communications.
- Work with key stakeholders across Commercial, eCommerce, Marketing and Supplier teams to bring campaigns to life cross channel, including email, push, SMS and social where appropriate - driving sales and customer engagement.
- Take a data-driven approach to CRM, using insight to influence and enhance storytelling and retention.
- Ensure CRM activity is personalised utilising the appropriate data segmentation to guide CRM targeting and content variation.
- Ensure all campaigns are performing against key performance and engagement metrics.
- Be the voice of customers and orchestrate the organisation to live the brand purpose and inspire a customer-first culture to build customer love in every touchpoint of our O+O platform.
- Recognise the strengths & contribution of various teams, build on networks to understand priorities of others and how to add value.
- Generate ideas and feel that they can be shared both within their immediate team and also outside of the team.
2-4 years' experience in a similar CRM role within retail (Health & Beauty preferable but not essential).
- A creative mindset is a must.
- Proven track record in end to end campaign management and analysis is essential.
- Evidence of using insight and data to drive improvements and ongoing test and learn across all elements of CRM delivering strong ROI figures.
- Is confident using data to make tactical decisions.
Benefits include:
- 33 days holiday rising to 38 days with length of service (inclusive of bank holidays).
- 2 staff discount codes for yourself and a family member or friend.
- 30% discount on Superdrug Own Brand Products both in store and online.
- Hybrid working patterns available depending on role responsibilities.
- Company pension matching and bonus.
- Stream - a money management app that gives you access to a percentage of your pay as you earn it.
- Enhanced maternity/shared parental/adoption leave, company sick pay and pregnancy loss and support.
CRM Assistant Manager employer: Superdrug
At Superdrug, we pride ourselves on being an exceptional employer, offering a vibrant work culture where beauty enthusiasts can thrive. Our commitment to professional development through in-house training ensures that our Beauty Therapists stay at the forefront of industry trends, while our generous benefits package, including competitive pay and family-friendly policies, makes us a supportive workplace. Located in Bangor, our team enjoys not only a fulfilling career but also exclusive discounts and exciting employee events that foster camaraderie and growth.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Assistant Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Superdrug. 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 Superdrug 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 Assistant Manager
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 Superdrug:Your cover letter is your chance to shine! Tell us why you want to work at Superdrug 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 Superdrug!
How to prepare for a job interview at Superdrug
✨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.
