CRM Manager

Job Description

FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers. We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.
MARKETINGWe're a diverse team of Marketing professionals, spanning artistic and scientific expertise. We're driven to amaze our global community of customers through our data-driven approach, revolutionary spirit, test-and-learn culture and collaborative style.
LONDONOur London office is located in Old Street, London's tech hub, and is home to a broad range of teams including Commercial, Marketing, and Product. Our open plan space is ideal for collaborative working and sharing ideas, or you can enjoy some quiet time in our dedicated library. We also have a large outdoor terrace which is the perfect spot to have a team lunch or host events
THE ROLEWe are looking for a CRM Manager to lead the development of CRM communications at Farfetch – planning and executing best-in-class acquisition and retention programs, driving engagement, and delivering against commercial objectives.
The role will be ideal for someone who is looking for a management role in a fast-paced environment and wants to make an immediate impact in a growing area of the business. You will be a strong communicator and passionate about all things digital, personalisation, and customer retention. Reporting into the CRM Senior Manager, you will have 4 direct reports. You will work closely with the wider marketing department, local markets, and commercial teams to deliver CRM communications in line with the strategic direction.

WHAT YOU'LL DO

• Responsible for leading a team with responsibility for all consideration, awareness and lifecycle campaigns - from brand and designer spotlights, to trending products, welcome journeys and retention campaigns
• Design experimentation plans, with a constant focus on how we can optimise contact frequency, audience targeting, messaging and product selections and recommendations to improve performance
• Liaise with local teams to support regional priorities, as well as media monetisation teams to support advertising placements within CRM calendar
• Work with Product to improve subscriber opt-in rates across email, push and SMS, and reduce unsubscribe rates
• Lead high value customer programmes, ensuring strong engagement from Private Clients, our most valuable customers
• Monitoring and reporting on CRM campaign performance and trends

WHO YOU ARE

• Experience working with Oracle/ Responsys or similar Tier 1 Email Service Provider
• Experience of management and developing individuals
• Comfortable in presenting to senior stakeholders and using data and insight to explain decisions with excellent communication skills
• Confident manipulating performance data and turning it into actionable insights (proficient using excel)
• Comfortable working under pressure, and able to work reactively based on changing business needs; someone with high energy
• Exceptionally well organised with strong attention to detail
• Desire to drive forward change and optimisations for a crucial, growing business function

REWARDS AND BENEFITS

• Flexible benefits - Private Medical Insurance, Dental Insurance, Gym Memberships, Pension scheme and more
• Critical Illness Insurance and Life Assurance

EQUAL OPPORTUNITIES STATEMENT

• FARFETCH is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.

You will be focused on the end to end performance of CRM campaigns, responsible for leading a team that produces engaging communications that deliver commercial objectives