CRM Technical Specialist – Farfetch Platform Solutions

Job Description

Farfetch exists for the love of fashion. We believe in empowering individuality. Our mission is to be the global technology platform for luxury fashion, connecting creators, curators and consumers. We’re a diverse and global community made up of Farfetchers, our partners and our customers, which we believe is at the heart of our success. Everything we do is centred around our values - Be Human, Think Global, Be Revolutionary, Todos Juntos, Be Brilliant, Amaze Customers - which define our beliefs and our actions. We welcome difference and foster a consciously inclusive environment for everyone. We are Farfetch For All. MARKETING We’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. All for the love of fashion. 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 ROLE The role sits within a rapidly growing Performance Marketing team where your contributions will make a big impact in a fast growth company. We are constantly exploring new ways to activate and retain engaged consumers and improve the performance of Retention channels. Within CRM we have ambitions to increase the pace and scale of our data-driven test and learn programs to offer more personalised experiences to our customers using best in class technology. This candidate will be responsible for defining and executing on the technical CRM roadmap and strategy for FPS. The role will be ideal for someone who is looking for an exciting growth opportunity in a fast-paced environment and is looking to make an immediate impact. You are an excellent communicator and passionate about all things digital.

WHAT YOU'LL DO:

• Develop and lead the implementation of the CRM technical development roadmap and technical project management, setting KPI’s and rolling these out to the wider team and relevant stakeholders.
• Responsible for understanding the technical structure of the CRM tech stack and tools and proactively suggesting improvements, managing new integrations.
• Create technical documentation for the CRM team.
• Be the lead point of contact with Responsys (our ESP) to ensure the team is adopting new technology and maximise usage of the platform. Provide guidance and training to the CRM marketing executives.
• Lead new client CRM technical set-up
• Champion marketing automation initiatives and implementation of technology solutions across email, push and SMS.
• Work closely with the CRM Manager, Digital Marketing Product Owners, Engineering, Data Science and BI teams on roadmap planning to brief in requirements for development work to support upcoming projects.
• Identify campaign requirements and develop workflows, produce technical specifications, estimates, deployment plans, and test methods.
• Champion a test-and-learn approach to new digital marketing initiatives (e.g. relating to dynamic content, real-time triggered messaging, split testing, segmentation strategy, database growth and retention etc)
• Improve data flows and data foundations to support CRM initiatives.
• Support on reporting and performance measurement of the email and push channels, analyse relevant reports and provide actionable recommendations and next steps from the results.

WHO YOU ARE:

• Proven experience in a technical marketing role in at least one of the following areas: digital marketing, product management, ecommerce, internet
• Ideally, programming experience using at least one of the following: Javascript, Python, SQL
• Experience using HTML and CSS.
• Good understanding of campaign reporting.
• Experience with technologies and processes for content management systems, digital asset management software, web content management.
• Experience of managing lifecycle, multi-wave data-driven campaigns and building and executing complex testing programs (a/b, multivariate etc.)
• Experience working with an Email service provider (preferably Responsy’s or similar tier 1 platform).
• Experience of translating technical concepts into digestible content for non-technical experts and training them in areas relevant for their roles
• Outstanding execution skills with strong attention to detail.
• Good work planning and time management skills; an ability to prioritise and work to tight deadlines in a fast-paced, evolving environment.
• Excellent communication skills and confidence in presenting to and working with senior team members, with an ability to influence and gain buy-in to proposals
• A passion for numbers and outstanding analytical skills including the ability to analyse and communicate insights regarding all key digital marketing metrics and build business cases.
• Intermediate/advanced excel, experience with Google analytics.
• Team player, with strong collaborations skills
• Comfortable with ambiguity and an ability to adapt to changing business needs
• Experience working in an international business and working with large-scale databases.

The role sits within a rapidly growing Performance Marketing team where your contributions will make a big impact in a fast growth company.