At a Glance
- Tasks: Lead CRM and loyalty strategies to boost customer engagement and retention.
- Company: Join Boux Avenue, a trendy London-based lingerie brand with a vibrant culture.
- Benefits: Enjoy competitive salary, 33 days holiday, and staff discounts.
- Other info: Collaborative team atmosphere with opportunities for personal growth.
- Why this job: Make a real impact in a fast-paced environment while driving customer loyalty.
- Qualifications: Experience in CRM/Loyalty, strong analytical skills, and a creative mindset.
The predicted salary is between 34650 - 42350 £ per year.
Boux Avenue is the cool, young, London-based lingerie, nightwear and swimwear brand, with 27 stores across the UK and a thriving ecommerce business. Founded in April 2011, the brand describes its core aesthetic as a blend of the sweet and the sexy, with its bi-annual collections designed by their in-house team. Pitched at what the brand calls an 'accessible luxury' price tag, Boux Avenue's reputation is founded not only on the femininity of its products, but also on their quality, comfort and fit, backed up with the offer of a free and expert bra fit service in all of its stores. No matter what your age, size or style, Boux Avenue is an inclusive brand for everybody.
The Role
We are looking for a CRM and Loyalty Manager to join our dynamic team to help further grow our customer lifetime value and retention across our digital and store channels. As an ambitious business with an entrepreneurial spirit, you will lead and deliver our CRM and Loyalty strategy; managing all campaigns and activities including Email, Text, Digital Media, In-Store communications and our loyalty scheme; as well as exploring new opportunities. This is a role with lots of scope to really make a difference, using creative ideation and data-led insights to drive customer relationship management with community, content and engagement at the heart.
Main Duties & Responsibilities
- Develop and further evolve our CRM strategy to maximise customer lifetime value and increase customer loyalty.
- Lead the further development of our loyalty scheme across Digital & Store channels.
- Full responsibility for the CRM budget.
- Take advantage of the full capabilities of the CRM system and own the relationship with our CRM platform provider (Ometria).
- Develop and take full ownership of in-life marketing contact journeys for multi-channel retention, growth and re-activation lifecycle campaigns.
- Train & develop our CRM Executive to provide best in class content & customer experience for broadcast customer communications across email, text & digital.
- Improve and evolve the automation of lifecycle communications, working alongside our agency and digital team to shape the future of the loyalty proposition and ensure loyalty campaigns increase customer lifetime value.
- Draw actionable insights from reports, implement best practices, run tests & trials and forecast commercials to measure the impact and improve our customer lifetime value.
- In collaboration with the wider Marketing team, further develop our store communications plans to continue to engage store colleagues with the loyalty scheme and continue to drive high rates of customer data capture.
- Develop community through loyalty and customer channels, reigniting and driving our customer’s engagement with the brand.
- Keep up to speed with latest innovations and market trends and propose new initiatives / technologies / platforms to increase customer lifetime value.
- Work closely with the Marketing and Digital and Trading team to build strong collaborative relationships.
- Ensure good database quality & health from our email & text captures to ensure high deliverability.
What would we like to see in you?
- Results focused with strong business acumen and a desire to deliver work of the highest quality.
- Strong interpersonal skills, with the ability to work effectively and build strong working relationships with both internal stakeholders and external agencies and partners.
- A relentless drive to succeed and overcome obstacles along the way.
- Entrepreneurial mindset with a balanced approach to risk taking.
- Resilient and comfortable working in a fast-paced and changeable environment.
- Proven experience and a strong track record driving improvements in Customer Lifetime Value and email marketing.
- Experience working in CRM/Loyalty within a consumer brand, ideally for a fashion brand.
- Strong knowledge of CRM platforms & email marketing.
- Excellent CRM data analytics skills are essential to drive performance.
- Proven organisational skills with high attention to detail.
- Creative eye and flair for design.
- A high level of accuracy with great copywriting skills.
- International experience a bonus as we look to expand our reach beyond the UK.
Our benefits?
- Competitive salary.
- Fun and collaborative working environment.
- 33 days holiday, inclusive of the usual bank holidays.
- 1 additional day in Q4 given as a wellbeing day.
- Regular social events.
- Eligible to join the enhanced pension scheme after 12 months service.
- Staff discounts across the brands within Theo Paphitis Retail Group (Ryman, Robert Dyas and London Graphic Centre).
CRM & Loyalty Manager in London employer: The Theo Paphitis Retail Group
Boux Avenue is an exceptional employer, offering a vibrant and inclusive work culture that celebrates individuality and teamwork. As a Sales Assistant, you'll enjoy competitive pay, generous holiday entitlement, and the chance to engage in regular social events, all while working in a fun environment that prioritises outstanding customer service and employee growth. With unique discounts across Boux Avenue and its sister brands, this role provides a rewarding opportunity for those passionate about retail and customer care.
Contact Details:
The Theo Paphitis Retail Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land CRM & Loyalty Manager in London
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Craft an Impactful Cover Letter:Your cover letter is your chance to shine! Focus on your passion for marketing communications and how your previous experiences can benefit The Theo Paphitis Retail Group. Make sure to mention specific campaigns or projects you’ve worked on that showcase your creativity and strategic thinking.
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