Email Marketing Manager/CRM Manager

CRM Manager

START DATE: ASAP

REPORTING TO: Head of Marketing / Ecom Manager

WORKING HOURS: 9-5 Monday - Friday on site (Chester)

Key Responsibilities:

Strategic CRM Management:

• Develop and implement a comprehensive CRM strategy aligned with business objectives.
• Collaborate with cross-functional teams (marketing, sales, product, and IT) to ensure CRM alignment throughout the customer journey.
• Continuously identify opportunities to enhance CRM tools and processes to improve efficiency and customer satisfaction.

Data-Driven Marketing & Segmentation:

• Leverage customer data to design targeted, segmented marketing campaigns that drive engagement and conversions.
• Build and refine customer personas based on behavioural, demographic, and transactional data.
• Develop predictive models to forecast customer needs and optimise marketing efforts.

Campaign Development & Reactive Marketing:

• Create and execute innovative and timely CRM campaigns across multiple channels (email, SMS, push notifications, etc.).
• Implement reactive marketing strategies, responding quickly to market trends, customer feedback, and business changes.
• Monitor and analyse campaign performance, using insights to refine future efforts.

Analytics & Reporting:

• Track, measure, and report on CRM metrics (e.g., customer acquisition, retention, lifetime value, and churn).
• Conduct in-depth analyses of customer behaviour and campaign effectiveness, presenting insights and recommendations to leadership.
• Utilise A/B testing and other optimisation techniques to ensure continuous improvement.

Innovation & Change Leadership:

• Foster a culture of innovation and adaptability within the CRM function.
• Stay abreast of CRM tools, trends, and best practices, recommending and implementing changes where appropriate.
• Proactively drive organisational change to enhance customer relationships and business outcomes.

Loyalty Scheme and Lifecycle Marketing:

• Manage and innovate customer loyalty programs to increase engagement, retention, and lifetime value.
• Develop lifecycle marketing strategies that nurture customers at every stage of their journey, from onboarding to re-engagement.

Key Qualifications & Personal Qualities:

• Bachelor’s degree in one of the following, Marketing, Business, Data Analytics or similar.
• Proven experience (3+ years) in CRM management, customer lifecycle marketing, or a similar role.
• Strong creative thinking skills, with the ability to design compelling customer experiences.
• Exceptional analytical capabilities, with expertise in tools such as Klaviyo, GoogleAnalytics, or similar platforms.
• Demonstrated experience in segmentation, data modelling, and predictive analytics.
• Strong communication and project management skills, with a track record of cross-functional collaboration.
• Adaptable and results-oriented, with a passion for driving change and innovation.

Nice to haves:

• Passion/experience for the jewellery industry