CRM and Loyalty Executive in Coventry

There's plenty about Topps Tiles that might surprise you. Like the scale of our Support Office in Leicester. We have Finance, Marketing, Buying, Central Operations, HR, Property, Customer Service and IT all under one roof. Tight-knit teams of talented people working together and working hard to get things done and drive results. But then, would you expect anything less from an ambitious, dynamic, market-leading, multi-million-pound retail business? After delivering our 20% market share goal of "one in five" in 2023, we have launched our new goal - Mission 365 - targeting £365 million of sales.

PURPOSE

To plan, develop, deliver and analyse CRM campaigns. Responsible for executing key areas of the CRM function, including the communication schedule, creation and delivery of email, SMS, direct mail and push notification campaigns. This is a varied role which covers an array of projects so requires a highly organised and hardworking individual with the ability to prioritise their own workload.

KEY ACCOUNTABILITIES

• CRM Delivery: Create and manage the communications schedule across email, SMS, direct mail and push notifications, setting milestones to ensure support of key business activities. Own and support direct marketing projects from development through to delivery and analysis as defined by the CRM & Loyalty Manager and Head of CRM & Loyalty. Responsible for look, feel and wording of email communications and ensuring these are within brand guidelines; providing creative briefs to agencies and presenting consolidated feedback. Employ split test campaigns to understand the Topps Tiles customer and define unique best practice methods. Communicate with key stakeholders to check accuracy of campaign content and ensure stores and colleagues are well-informed of upcoming activity.
• CRM Execution: Use of complex end-to-end campaign management system to set up marketing campaigns, vouchers and contact lists and deploy activity using the tool - software includes Bloomreach. Segment customer data based upon permissions, type, spending patterns and location with relevant campaigns, paying attention to detail with the overall customer journey. Develop and test automated email campaign workflows and verify data sources for accurate delivery. Construct and test email templates, ensuring relevant formatting and redirections across devices and mail provider. Maintain a close relationship with the Topps Tiles IT team to develop and overcome system issues. Establish a close working relationship with the wider Digital Marketing teams to aid cross-collaboration on campaigns.
• Promotions Database: Use of Microsoft Dynamics NAV to set up all marketing offers on the till system with correct pricing, customer groups and products. Understand current offers in the network and how they will operate alongside each other. Establish a test plan with various scenarios and complete for each offer set up before go live. Assist with ongoing developments to the promotional system. Write and communicate appropriate terms and conditions, liaising with Legal for approval.
• Reporting & Analysis: Support the ongoing measurement of campaigns and loyalty initiatives. Support and carry out ad hoc market and competitor research. Action GDPR erasure requests and ensure removal within the CRM system.
• Support: Raise POs for marketing activity and support the CRM & Loyalty Manager in tracking budget spends. Liaise with other departments on day-to-day store enquiries. Update store brief and marketing activity documents for communication and support within stores of CRM campaign initiatives via the weekly Bulletin.
• Decision Making/Freedom to Act: Budget management for specific CRM campaigns. Co-responsible for creating and maintaining the BAU CRM schedule (with sign off from CRM & Loyalty Manager).

Knowledge, Skills and Experience Required:

Essential:

• Previous marketing experience, or related degree qualification.
• Strong commercial, numerical, analytical skills with the ability to identify trends from data.
• Strong end to end project management skills; from brief to launch.
• Strong communication, influencing and stakeholder engagement skills.
• Self-motivated with a strong work ethic and strong multi-tasking skills.
• Excellent written and verbal communication skills.
• Team player.

Desirable:

• Experience using Bloomreach or another similar ESP platform.

What we'll do for you:

In a culture where hard work is recognised and great results are rewarded; you can look forward to a company bonus that will give you a share of our success (up to 25% of your base salary). Then there's a generous staff discount, pension and life assurance, a holiday allowance that increases with length of service and a wide range of other benefits. Plus, flexible working, free on-site parking, generous discounts on products and services and more. A lot more. We're committed to promoting talent from within too, which means you'll be well-supported to build a rewarding career with an individual development plan and lots of training on offer.

Diversity, Equity and Inclusion:

At Topps Group we believe that diversity isn't just a box to tick. We are committed to creating an authentic 'One Topps' culture, where our colleagues feel included and supported regardless of who they are or where they are from. We actively welcome applications from individuals of all races, ethnicities, genders, sexual orientations, abilities, ages, religions, and socio-economic backgrounds. If you need any adjustments during the recruitment process, just let us know - we're here to support you. Join us in shaping a culture where inclusion is more than a policy - it's a daily practice.