CRM and Customer Insights Manager

CRM AND Customer Insights Manager
£40,000 + car/car allowance
This is a new role within the business reporting to the Group Marketing Director. The role will be working within the Marketing team and focussed primarily on driving customer loyalty and retention through all websites.
Key Objectives
§  Develop online loyalty plans, introduce and manage programs such as refer a friend, shoppable instagram and social gamification
§  Develop the online email program to drive customer retention, introduce new customer welcome programs, re-engagement programs and develop lost basket recovery
§  Working alongside Marketing Execs take the lead on all Social Media programmes, Blogs, review engines and other customer journey enhancements (excluding UX)
§  Work alongside the Group Marketing Director to develop a multichannel Customer Insight program, utilising all locations, online surveys and other external programs to drive customer insights
Specific Responsibilities
§  To develop and deliver the strategy for driving retention of both new and existing customers, including but not limited to
o    Introduction of welcome packs
o    Email strategy for new customers, transactional, lost basket and lapsed customers
o    Online loyalty programs
o    Social Media
o    Refer a friend
§  Investigate ways to grow social interaction through gamification, shoppable instagram and introduction of more CGC to the websites
§  Take ownership of Customer Feedback engines, both Product and Service and work with Customer Care to provide proper and appropriate responses
§  Develop and deliver a Customer Insight program, partnering with other parts of Marketing
§  To build the customer journey to ensure that along with Brand Managers, Online Merchandisers and the UX Manager we attract Social Shoppers and engage with new customers who visit our Brand
§  Work with the Creative Services Manager on design and UX on areas including ensuring the customer journey allow for easy sign up, social integration and simple customer account management

Candidate Specification

§  Retail and Ecommerce experience is essential
§  Experience in delivering a CRM program, including email and loyalty essential
§  Must be an active Social Media user and ideally from a business user viewpoint
§  Experience of gathering and analysing Customer Insight an advantage
§  Very strong written and communication skills are a must
§  Strong analytical skills with advanced excel/data handling skills
§  Proven leadership qualities
§  A good technical understanding of how websites work and experience of working with technical development teams would be beneficial
§  Ability to work closely and in partnership with the Directors whilst able to challenge decisions
§  A demonstrated ability to analyse issues and present practical solutions in a clear manner supported by sound reasoning
§  Capable of having clarity of vision, and ability to plan and anticipate events
§  Demonstrates strategic thinking by disseminating information from varied sources into clear strategy supported by sound reasoning and logic
Personal Attributes
§   Customer centric
§   Ability to manage change
§   Excellent interpersonal skills
§   Unquestionable ethics and integrity, with a fair and even-handed approach to colleagues
§   Possess a flexible approach with good team working skills
§   Demonstrates good organisational skills including an ability to prioritise effectively, deliver high quality work to deadlines         
§   Possess the attributes and characteristics to influence change across the business
§   Demonstrates resilience and adaptability, ability to work under pressure and with robust characters
§   Possess a positive ‘will do’ attitude, prepared to do what is needed to get the job done
If you feel that this is you then please call the Rocking Zebra Recruitment Team today or send your CV to us
Rocking Zebra want to offer you the best service possible and we urge you to follow up your application with a phone call to discuss why you believe you are a best fit for the role.  We will endeavour to respond to your call and application within 3 days however if you have not heard from us in that time you have not been successful for this opportunity.  Do not give up keep your eye on our website for other suitable roles.  Good Luck!
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