About

• CRM Manager - 6 months FTC
• You will be delivering relevant, personalised, and exciting campaigns and communications that our M&S customers will grow to love. You could be managing the end to end delivery yourself – or working closely with our BU marketing teams - to deliver incremental value for the business and our members , behaviour change within the customer base, and a step change in how we reward our more valuable customers.
• You’ll be an adept CRM manager – used to collaborating across teams and maintaining a critical path. You’ll be comfortable marrying creative thinking and data to design communications – and you’ll constantly be looking to improve engagement and metrics.
• You could be executing our trading communications at pace - or redesigning our programmes of communications - you’ll thrive on variety and bring rigour and curiosity to our approach to CRM.
• KEY ACCOUNTABILITIES & RESPONSIBILITIES
• Own the end to end delivery of customer communications, including emails, and push notifications.
• Develop new, and iterate existing communications – to support support the development and delivery of the Customer Loyalty Communications strategy to drive growth, personalisation, frequency and engagement across our customer base
• Identify opportunities to enhance our processes and ways of working. Find ways of improving executional efficiency across the team, and work with relevant teams eg. Product and Automation to implement
• Collaborate with other marketing teams across M&S to bring the loyalty proposition, benefits and campaign moments to life across touchpoints, channels and activities. Work closely with teams to align campaigns across other channels eg. onsite, paid and ATL.
• Collaborate with Analytics and Data Science teams to ensure activities leverage data led opportunities, embed test and learn, and are analysed for post campaign findings
• Ensure all customer communications align to our M&S and Sparks brand standards, and are reflective of communications standards
• Optimise all campaigns against key performance metrics, engagement, open rates, click through rates, offer redemption and opt outs. Embody a continuous improvement approach, continually evolving activity to ensure the best outcomes. Ownership of reporting and analysis requirements within the CRM team, being the key contact to supporting cross-functional stakeholders to drive continuous improvement.
• Ensure all activity is delivered on time, to budget, or appropriate risks and mitigations have been communicated
• Be mindful of key loyalty and communications trends from competitors, and outside the retail industry, and make recommendations as to how these can be adopted in our communications
• Maintain positive relationships with our delivery partners (data, creative, development agencies etc.)
• KEY EXPERIENCE
• Job knowledge – specialist skills, experiences, qualifications, specific systems or practices relevant to the role, latest function specific knowledge
• Business knowledge – level of commercial awareness, economic, commercial, political experience, industry specific knowledge to differentiate M&S from competitors
• Problem solving – analytical skills, ability to direct, lead and deliver solutions that go beyond existing ways of doing things
• People & Leadership skills – communications, leadership and talent development skills.
• ESSENTIAL
• CRM background with demonstratable knowledge of CRM planning and delivery as well as end to end campaign management, ideally within retail.
• Excellent communication skills, including proven ability to communicate and influence all stakeholder levels in a clear and concise manner.
• Ability to work both strategically and tactically to translate business requirements into effective delivery plans and roadmaps
• Campaign Management/ Project Management experience
• Retail/ Loyalty experience
• Data literate and numerically literate
• Customer centric, with a good degree of commerciality
• Experience in agency management
• DESIRABLE
• Hands on experience in email and customer journey design and build (ideally using Salesforce Marketing Cloud)
• Understanding of HTML and producing emails through a user-friendly interface