Customer Relationship Management Executive in London

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.

Why Superdrug? Passionate about Beauty and Health? Want to be part of an innovative, trend setting retailer? Our vibrant Head Office, based by East Croydon station is a fantastic environment filled with hundreds of brilliant personalities. We’re a team that puts our customers and our teams at the heart of everything we do. At Superdrug, we aim to be the best in accessible health & beauty, loved by our customers for value, choice, friendly advice, service and fun. Our success comes from our people – they make the difference. We’re all about personality, we have fun, and we work hard to deliver That Superdrug feeling.

Here’s the exciting bit… A day includes: 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. Sees every interaction with the customer as an opportunity to delight them and comfortable using different platforms to communicate with them. Understands customer needs and empowers others to remove any barriers to deliver great service. Uses positive language and behaviours in all interactions with customers and colleagues, building trust and rapport. Always prioritises actions which delight the customer/colleague. Suggests and supports new ideas and ways of working which are designed to improve service.

Key Responsibilities:

• 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 with key stakeholders to build strong, automated, lifecycle and cross-channel campaigns, delivering the right message at the right time. This includes reporting back on KPIs and recommending on optimisation.
• Lead on creating and delivering highly personalised and sophisticated, industry-leading multi-channel campaigns.
• 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.
• Confidently communicates, challenges and gives feedback to others.
• Encourages teamwork & collaboration between their own team and others.
• Recognises the strengths & contribution of various teams, builds on networks to understand priorities of others and how to add value.
• Seeks feedback and listens to it, takes responsibility to find positive outcomes and solutions.
• Generating ideas and feeling that they can be shared both within their immediate team and also outside of the team.

Person Specification:

• 2-4 years’ experience in a similar CRM role within retail, (Health & Beauty preferable but not essential).
• Must be commercially driven, customer-centric with solid understanding of customer lifecycles.
• A creative mindset is a must.
• A natural flare for copywriting.
• 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.
• Is knowledgeable about your specialism and has an awareness of their wider market and to support with the current trends in their business area.
• Actively looks for new ways of working through Ai that would benefit the business and move things forward.
• Actively developing your ability to use AI effectively and think critically about outputs.
• Strengthen Human Touch - Keeping the human element strong: Balancing AI efficiency with human coaching, empathy, and team cohesion.

Here’s what’s in it for you:

• 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 with 2 days working from home and 3 days in our stylish, modern and collaborative office close to East Croydon Station.
• Company pension matching and bonus.
• We offer Stream - a money management app that gives you access to a percentage of your pay as you earn it.
• Being part of more! We are part of a group who work closely with Savers, The Perfume Shop and Three UK.
• We are part of A.S. Watson Group, the world's largest international health and beauty retailer with over 15,700 stores in 25 markets!
• Unrivalled Learning and Development programmes.
• Enhanced maternity/shared parental/adoption leave, company sick pay and pregnancy loss and support.

Come and be part of something special!