Senior CRM Executive (12 Month FTC)

Job Description

This is a 12 month fixed term contract position starting in mid-January

The Role

The NOTHs Senior CRM Executive role will play an important role in moving CRM activity from being predominantly about email, to being about customer lifetime value and retention as a whole. The Senior CRM Executive is responsible for the end-to-end execution of the customer retention strategy focusing on optimisation and delivery of the CRM strategy and customer communications. The role therefore has the opportunity to make a huge contribution to the health of our customer base and overall profitability.
Guided by the Retention Strategy Manager; the Senior CRM Executive will be responsible for the execution of a customer retention strategy focusing on creating a joined up and consistent customer journey in order to increase customer loyalty and lifetime value. This role focuses on combining the customer communications strategy, segmentation, promotions strategy and retention/reactivation in order to improve conversion, build customer engagement and support our overall business plan.
With support of the CRM Executive; the Senior Retention Executive will manage the end-to-end production of CRM communications whilst working closely with teams around the business to assist in rolling out the retention strategy across all customer touchpoints. Being data driven and commercially minded, this role will be responsible for segmentation with customer communications; developing a clear test and learn strategy around this and driving campaign optimisations across the entire customer lifecycle in order to boost customer loyalty and lifetime value whilst ensuring CRM trading targets are reached. We are looking for a motivated team player who can represent retention across activation teams within the business.

Accountabilities

• Working closely with Retention Strategy Manager to activate the company wide customer retention and loyalty strategy; proactively aligning with activation teams across the business to create a joined up direct response to customer behaviour with initiatives based on trading and retention targets
• Setting success metrics to track performance of CRM activities and provide clear commentary that focuses on suggesting improvements and next steps
• Having complete and thorough understanding of the customer lifecycle
• Using data and analytics to find optimisations with CRM communications specifically at different lifecycle stages
• Develop a robust plan to test tactics within the retention strategy (collaborating with Data, Performance Marketing, Digital Product, UX and wider CRM team to deliver and assess customer tests)
• Leading on activation within CRM channels; developing the CRM lifecycle strategy to drive loyalty and reduce reliance on BAU trade communications.
• Present test results, conclusions and next steps back to relevant teams to ensure everyone is up-to-date with the latest learnings
• With the support of the Retention Strategy Manager; this role will be responsible for hitting weekly trade targets for CRM channels
• Activate the testing of offering promotions to different segments depending on lifecycle
• Formulate content tailored to specific retention strategies, including dynamic content, and work closely with campaign, creative and copy teams to execute the most appropriate content for each audience
• Work closely with brand marketing to influence and support on any wider brand marketing campaigns
• Managing audience selection around customer segmentation, utilising first party data and third-party data enrichment to support decision making
• Management of the automated customer journeys; including analysis, optimisation tactics and new customer flows
• Working closely with the insight and analytics team on projects involving customer journey analysis, loyalty and customer lifetime value and customer segmentation
• Management and creation of all promotional codes including testing, terms & conditions documentation and communicating details with the wider business
• Management of budget processes; including PO raising
• Delivering weekly and monthly insights to senior stakeholders, creating clear commentary utilising data
• Supporting the CRM executive in delivering BAU communications; email and push notifications

Some key skills and experience you’ll need...

Technical skills:

• Experience as a Senior CRM Executive or a similar position within a customer focused retail or marketplace environment
• Experience in developing and optimising campaigns
• Experienced in customer segmentation and development
• Experience analysing lifecycle campaigns across multiple channels, focusing on CLTV impact as well as channel performance
• Confident and experienced in campaign development including all phases of briefing, building and reporting
• Keen desire to develop into a broader retention role working across multiple channels
• Able to set success metrics to track performance of marketing activities
• Strong analytical and reporting skills with a metrics-driven marketing mind
• Great sense of perspective; seeing the big picture but understanding the tactics required to achieve the long-term vision
• Awareness and knowledge of digital marketing channels that traditionally sit outside of the CRM remit

Human skills:

• Ability to work collaboratively around the business, naturally good at building relationships
• Customer focused, always putting the customer first when making decisions
• Ability to adapt and work within a fast-paced retail environment
• Confident in challenging what we do today and suggesting improvements based on data
• Results orientated; decisive and able to confidently make day to day decisions
• Organised and able to manage multiple tasks and stakeholders ensuring deadlines are met in the most efficient and effective way
• Exceptional eye for detail with strong organisational and prioritisation skills
• A passion for CRM. Up to date on the industry, digital platforms, and changes as they roll out
• Proactive and independent; questioning the status quo, constantly looking to use their initiative and improve CRM capabilities, suggesting new ideas and technologies
• Numerous years of hands-on experience with analytics tools such as looker, tableau and google analytics and CRM tools such as Ometria

Don’t meet every single requirement? No problem. Your strengths, passion & fresh perspective could be just what we’re looking for - so we encourage you to apply!

What we offer

Our perksIt's super important to us to make sure everyone feels safe and looked-after, which is why we've got a wide range of benefits in place. From supporting you and your loved ones with healthcare to cheeky 'just because' gifts, we're here for you.

We've got a ton of good stuff for everyone - like private medical insurance, a health cash plan, an electric vehicle scheme, mental health platform access, cycle to work scheme, and a 20% discount on our website. To find out more about what we offer, have a look here. We've also worked very hard to come up with a set of policies to support our people in any situation- like medicalised leave, menstrual leave, and primary carer leave.
Full-time NOTHS-ers get 25 days of holidays each year (plus bank hols!), as well as having the opportunity to work from anywhere for two calendar months a year. Did someone say beach holiday?

How we workHere at NOTHS, we embrace a remote-first approach to work, recognising the value of flexibility and the diverse talents that remote teams bring to the table. Our remote work culture is designed to empower our employees, foster collaboration, and create a community that transcends physical boundaries.

Under this framework, all of us operate remotely, convening as teams at regular intervals that suit each team best. These gatherings serve various purposes, including ideation sessions, hackathons, or simply fostering valuable face-to-face interactions.

Every quarter, we hold a Get Together and the whole company meets for a fun-filled day (with no shortage of food!) with some special guests... our small brand Partners!
Want to find out more? Take a look here.

Diversity, Equity, & InclusionDEI is really important to us and that’s why everyone’s welcome at Not On The High Street – whoever they are, whatever their background.

We are committed to embracing and encouraging our employees’ uniquenesses- whether this is in age, people with disabilities, ethnicity, family structures, gender, LGBTQ+ identity, lower income backgrounds, race, religion, the intersectionality or all/any of these and other aspects making us who we are. We take pride in treating all of our employees fairly and we want our people to feel respected, valued and recognised within the workplace. As part of your application, you’ll be asked to complete an optional demographic survey to help us learn more about who wants to work with us. Responses will only be used to help us figure out how to make our team even more inclusive and attract more brilliant people to join us!

We'll also ask whether you need us to make any reasonable adjustments to the interview process should you need them and you can answer this question should you choose to in the application phase. Apply to join Team NOTHS!Our recruitment processes are fully remote, taking advantage of the wonders of modern-day technology. We’d love to hear more about you, your experience and why you want to join our team. Good luck!