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For Companies At a Glance
- Tasks: Lead CRM strategy and campaigns to boost customer engagement and drive growth.
- Company: Join Wagamama, a vibrant restaurant chain celebrating Asian cuisine since 1992.
- Benefits: Enjoy hybrid working, a £200 food allowance, private healthcare, and 25 days holiday.
- Why this job: Be part of a dynamic team focused on impactful customer experiences and innovative marketing.
- Qualifications: 3+ years in CRM management with expertise in Bloomreach and Moveable Ink required.
- Other info: Competitive salary with a discretionary 20% bonus and family-friendly policies.
The predicted salary is between 36000 - 60000 £ per year.
At wagamama, we’re an eating house for the soul. With over 165 UK restaurants and growing, our purpose is to nourish the world from bowl to soul, inspired by fast-paced Japanese ramen bars since 1992. We’re looking for a CRM Manager to join us on our continuous journey of true nourishment.
Purpose: To develop and execute the wagamama CRM plans & campaigns in a way that is genuinely impactful and personalised in order to continuously grow customer engagement and deliver 1% incremental LFL growth year in year out. It is your mission to constantly build the value of our customer database through effective CRM and data management. You’ll need to combine strategic thinking with a passion for understanding customers and a hunger for executing with excellence, plus blend some technical know-how.
Key Accountabilities:
- CRM Strategy Development: Shape and deliver the CRM strategy and plans, focusing on footfall driving and maximising the commercial value of our guest database.
- Campaign Ownership: Lead the development and execution of the annual CRM calendar, with segmented, personalised and insight-led campaigns across email, push, app inbox, WhatsApp to deliver the targeted customer & commercial goals.
- Lead development and implementation of the monthly test and learn CRM plan ensuring we always make the one degree changes that make the difference to the value of the program to customer and commercially.
- Performance Analysis and Reporting: Set up a reporting infrastructure and cadence to regularly analyse performance and provide insights + recommendations to optimise future plans.
- Customer Data Management: Play a key role in managing our customer data, ensuring it is kept up to date and compliant with the latest GDPR and data privacy regulations. Keep on top of manually importing Deliveroo white label data into the database and proactively managing the GDPR inbox, alongside our data privacy officer.
- CRM Platform Expertise: Work within our CDXP to create and manage campaigns, optimise segmentation and explore advanced functionalities to improve results. Be the key business user for Movable Ink, ensuring optimal use of this platform.
- Apply Best Practice: Bring CRM best practices to the role, applying a creative eye to ensure all communications (whether calendar or lifecycle driven) are relevant and engaging. Track and report on competitor CRM activities, providing insights and recommendations to keep our plans competitive and innovative.
Requirements:
- 3+ years experience in CRM management.
- Proven experience of leading, developing and scaling CRM for customer and commercial benefit in another business.
- Deep knowledge and experience of Bloomreach as our CDXP and Movable Ink as our personalisation platform.
- Strong experience of developing personalised communication and marketing at scale.
- 1-1 customer first but commercially savvy.
- Strength in partnering with technical and IT knowing how to get two functions to work as one for the benefit of the customer.
- Compliance awareness with sound knowledge of GDPR and data privacy best practices.
What’s in it for you:
- A competitive annual salary.
- Discretionary 20% bonus opportunity per year.
- Hybrid working model.
- £200 wagamama food allowance.
- Private healthcare.
- Pension contribution.
- 25 days holiday + all bank holidays.
- Various discounts across retail, hospitality + leisure.
- Family friendly policy: any expectant person or anyone adopting a child will receive 26 weeks full pay + 13 weeks half pay.
Contact Detail:
Wagamama Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land crm manager
✨Tip Number 1
Familiarise yourself with the CRM tools mentioned in the job description, particularly Bloomreach and Movable Ink. Understanding their functionalities will not only help you during the interview but also demonstrate your proactive approach to mastering the platforms that are crucial for the role.
✨Tip Number 2
Research Wagamama's current CRM strategies and campaigns. By analysing their existing customer engagement tactics, you can come prepared with insights and suggestions that show your genuine interest in enhancing their CRM efforts.
✨Tip Number 3
Network with professionals in the CRM field, especially those who have experience in the hospitality sector. Engaging with industry peers can provide valuable insights and potentially lead to referrals that could strengthen your application.
✨Tip Number 4
Prepare to discuss specific examples of how you've successfully implemented CRM strategies in previous roles. Highlighting measurable outcomes will showcase your ability to drive customer engagement and commercial growth, aligning perfectly with Wagamama's goals.
We think you need these skills to ace crm manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a CRM Manager at Wagamama. Familiarise yourself with their CRM strategy and how it aligns with customer engagement and commercial growth.
Tailor Your CV: Highlight your relevant experience in CRM management, especially any work with platforms like Bloomreach and Movable Ink. Showcase your ability to develop personalised communications and your understanding of GDPR compliance.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for customer engagement and your strategic thinking skills. Mention specific examples of how you've successfully executed CRM campaigns in the past and how you can bring value to Wagamama.
Showcase Analytical Skills: In your application, emphasise your experience with performance analysis and reporting. Provide examples of how you've used data insights to optimise CRM strategies and improve customer engagement.
How to prepare for a job interview at Wagamama
✨Understand the CRM Landscape
Familiarise yourself with the latest trends and best practices in CRM management. Be prepared to discuss how you can apply your knowledge of platforms like Bloomreach and Movable Ink to enhance customer engagement at Wagamama.
✨Showcase Your Campaign Successes
Prepare specific examples of successful CRM campaigns you've led in the past. Highlight how these campaigns drove customer engagement and contributed to commercial growth, as this aligns with Wagamama's goals.
✨Demonstrate Data Management Skills
Be ready to discuss your experience with customer data management, particularly in relation to GDPR compliance. Show that you understand the importance of maintaining a clean and compliant database.
✨Emphasise Collaboration with IT
Wagamama values collaboration between CRM and IT functions. Share examples of how you've successfully partnered with technical teams to implement CRM strategies, ensuring both customer satisfaction and commercial success.
