CRM Manager
- Develop and manage our CRM strategy, including customer lifecycle management, segmentation, and engagement initiatives, reflecting the global client strategy set up by HQ.
- Set up and keep budget up to date covering all boutique activities, as well as KCPs and gifting.
- Mentor a growing team of in-boutique CRM ambassadors, fostering a culture of innovation and excellence.
- Liaise with partners in order to develop CRM communication tools.
- Utilise data-driven insights to segment our business customers effectively, ensuring that each segment receives tailored and relevant communication and offerings.
- Design and implement effective customer lifecycle management strategies to drive long-term engagement and loyalty through continuous optimisation.
- Design targets and manage UK clients when attending WW events and exhibitions
- Manage printed material orders management and distribution (catalogues, brochures, invitations, books, etc...)
- Monitor CRM and ECRM KPIs monthly through analysis and reporting.
- Analyse campaign performance and use data and insights to identify and implement opportunities for increasing engagement and conversion rates at all stages of the customer’s lifecycle journey.
- Manage the customer database health with a focus on retention and engagement: make sure all comms are in line with CRM best practices, compliance requirements, through appropriate channels and without errors.
- Responsible for one-to-ones and one-to-many calendar management, deliverability and monthly reporting.
- Organise in-boutique events to acquire and convert prospects and increase repeat rates.
- Work closely with partners to optimize brand visibility and client acquisition.
- At least 7 year experience in a CRM role, with strong focus on segmentation, lifecycle management and stakeholder engagement
- Strong track record of successful cross-channel (email, push, in-app messages etc.) lifecycle comms.
- End-to-end planning, development and execution of large-scale engaging lifecycle campaigns.
- Customer-first attitude: can demonstrate ability to put yourself in customer shoes and have a deep understanding of customer segmentation.
- Excellent verbal and written communication skills and strive to have a customer-first mindset.
- Comfortable working with different departments and senior stakeholders. You can build relationships and alignment but are not afraid to push ahead on your vision.
- Self-starter and impact-drive.
- Technically-savvy with a creative eye. You’re comfortable with technical matters, but you also care about how your comms look and what message you send to your customers.
- Quick learner and problem solver with a strong analytical mindset and eager to learn and develop with a passion for using data to improve campaign performance.
- Experience in Sales Force or similar software.
- Contact with partners to develop client data base.
- Experience working in an international organisation.
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