CRM Senior CRM & Loyalty Manager

The Senior CRM and Loyalty Manager is responsible for recruiting and managing a team of campaign and loyalty specialists. An expert in the field of CRM loyalty and customer marketing - their remit is to lead and own on the Loyalty programme proposition including; maintenance innovations projects performance reporting and analysis. Additionally they lead on all customer journeys and mobile messaging all with a goal to increase customer satisfaction and key KPIs including; revenue profitability frequency AOV APRU and CLTV. This is a strategic role with an emphasis on delivery and is a high-profile role with lots of visibility. Reports to: Head of CRMTeam: CRM & Loyalty team within Digital Remit Works closely with: CRM Analytics team CRM Audience and Systems team Trade Email team Digital Marketing team Ecommerce team Retail Marketing and Product Knowledge & Experience :Strong Salesforce experience across SFMC Loyalty Management and Service CloudLoyalty schemesCampaign managementCustomer lifecycle journey building TestingProject managementData literate and data drivenReporting analytics and insightRefer a Friend Schemes Movable Ink/ PersonalisationMobile Wallet marketing platformsGoogle Drive and Microsoft Office suitesProject management tools Jira & ConfluenceStrong understanding of MarTech stack including platform integrations and data flowMain Duties & Responsibilities:Work with Senior CRM and Digital team to define and deliver CRM campaign and loyalty strategyLead mentor and support the team to:Define CRM and loyalty lifecycle stage and deliver campaigns developing automated and triggered loyalty programme development and CRM and loyalty led personalisation across emailweb and customer communications across various channels including email mobile messaging and web and economic model tiers rewards benefits and promotions for loyalty projects to increase profitabilityDeliver day to day management of the CRM and loyalty campaigns and deliver and QA CRM and Loyalty IT projects. Troubleshoot issues as they ariseConduct test and learn activity using MTV and implement learnings (multivariate testing)Monitor and report on performance and KPIs and share with wider team and businessIncrease acquisition retention engagement and value of loyalty customersDefine and deliver strategies and tactics to enhance KPI performanceWork alongside the email trade team and act as subject matter expert for campaigns that overlap with CRM and loyalty CRM and loyalty activity with the wider marketing calendar and business goalsJointly manage and build relationships with CRM and loyalty 3rd team to communicate educate and train CX retail and wider business on CRM and loyaltyMonitor and stay informed of industry innovations and competitor activitiesEnsure brand DNA is conveyed in all CRM communicationsEnthusiastic to learn and willing to get stuck inWillingness to travel regularlyContribute to customer research projectsContribute to market expansion strategyEnsure all activity with brands adheres to GDPR policiesKeep abreast of data legislation changes and collaborate with DPO Understand and comply with the Companys Health & Safety policy and skills & competencies:Leadership CommunicationInnovationTechnically mindedAutomationPlanning and organising Project managementProblem solvingStakeholder managementConfident presenting to stakeholders at all levelsEcommerce and digital experienceOmnichannel experience across in-store & onlineNegotiations and contractsForecastingPersonalisationMultichannel projectscustomer journeysCustomer lifecycle managementCross channel communicationsManaging 3rd partiesTesting and QAData feedsAI knowledge and experienceCollaborative Self starterPositive can do attitudeDecision makingDeadline focussedInfluential and good at building relationshipsMentoringCommercialCreativeFashion and footwear industry knowledgeSegmentationDetail orientated AccuracyClear sense of prioritiesMultitaskingExcel NumerateMTV testingStrong command of English languageData Analysis and insightData storytelling/ contextualising dataData visualisationAbout the perks/benefitsUp to 40% product discount for you and your loved ones34 Days holidaysYour birthday off to celebrate youFlexible working hours / contracts to work when suits youPerk platform for hundreds of discountsManage save and access your wages as you earn them to get paid your wayEmployee assistance programme to support your wellbeing through resources helplines and Virtual GP services.A pension scheme to help you save for the futureDevelopment and progression opportunities across store and Head OfficeOpportunity to be a part of our company Purpose GroupsAbout schuhAt schuh we are the Same but embracing diversity and promoting inclusivity we aim to empower our people to be fiercely and unapologetically means you will support our commitment to diversity equality and inclusion and ensure that colleagues and customers from all backgrounds beliefs and communities are treated are committed to providing reasonable adjustments to support disabilities or health conditions. Please let our talent team know of any adjustments needed during the hiring Talent Acquisition Team will work as quickly as possible to review your the meantime if you have any questions or would like any additional information at all please #INDLP