Función Laboral: Marketing Operacional

Tipo de contrato: Jornada Completa

Ubicación: West Sussex - Littlehampton (Watersmead)

País: United Kingdom

We are pleased to present this opportunity of UK CRM Communications Specialist which will be part of The Body Shop UK Marketing & Corporate Responsibility Team. 

Purpose of role:

The CRM Communications Specialist is instrumental in demonstrating the value in having a 360°  view on the customer as The Body Shop develops and evolves its multichannel strategy. The CRM Communications Specialist is consumer focused and commercially driven, but with a creative flair to maximise the customer lifetime value and deliver multi-channel sales targets through direct-to-customer communications. This position will help to implement the Customer Communications plan and oversee the delivery of the digital elements, and make recommendations to drive customer retention and growth through our contact strategy.

 

Your Key Accountabilities: 

  • Support with communications planning
    • Support the Head of CRM and Customer Insight Manager, develop and maintain the annual UK customer communication plan working with the relevant marketing and commercial teams to meet their communication requirements.
    • Support the Head of CRM and Customer Insight Manager to continually improve and refine the customer contact strategy with a particular focus on retention using targeted and trigger emails to meet aggressive annual revenue targets driving incremental revenue and maximising ROI.
    • Support the Customer Insight Manager with planning the digital comms calendar (email, SMS, push).
  • Co-ordinating the email process
    • Co-ordinating the email process workflow including timely completion wireframes, collaborating with Creative and Merchandising teams on content, obtaining timely approvals on email content from key stakeholders and ensuring QA while testing email assets and overseeing the work of the email designer.
    • Co-ordinating the setup, management and optimisation of the weekly UK digital communications, including tactical mailings and loyalty mailings with a focus on creative, messaging, offer and data selection.
    • Actively work with the Email Service supplier and email agencies for the UK market to develop the services received and identify best ways of working.
    • Collaborate with Marketing, International, Retail and Ecommerce teams in the development of customer facing materials as necessary.
    • Adhere to guidelines to ensure customers are targeted with appropriate, timely and relevant communications.
  • Ongoing digital communications optimisation
    • Regular interaction with the ESP alongside the CRM Insight Manager to deliver and optimise all email programmes. Track key email metrics by various segments, establish benchmarks for each.​ Work closely with the Head of CRM and CRM Insight Manager to analyze findings, identify trends and recommend a course of action.
    • Execution of test plan (as developed by Customer Insight Manager) for key email components such as subject lines, time and day of week, reactivation tests etc.​ Synthesize results to determine a recommended course of action.
  • Email and digital comms expert
    • Be the company guru on all aspects of email marketing. 
    • Provide on-going competitor and high street awareness of customer digital communication developments
    • Input at UK level of new digital communication channels as needed and required by the business and customer base (i.e. mobile and push).

What we look for:

  • Email Marketing experience including significant exposure to Email Service Providers and experience of managing such relationships (ideally Responsys)
  • Thrives best in a fast-paced and deadline driven retail environment and having the critical attention to detail and organisational skills to excel under these conditions
  • Strong work ethic – self-driven to take initiative and an excellent team player with proven ability to deliver work on time and within budget to the expected high standard
  • Extensive experience in using an email deployment tool and understanding of HTML and responsive code
  • Strong analytical skills - comfortable with pulling and reporting email results/analysis and proficient in using web/business analytics tools
  • Experience with test, analyse and then implementation
  • Creative development and assessment skills
  • Extensive experience of customer communication management gained over circa 5 years within a multi-channel retailer or agency supporting multi-channel retailers.
  • Proven experience in developing and delivering strategic communication plans to increase engagement and drive incremental revenue.
  • Highly developed commercial acumen and proven CRM/Marketing management skill
  • Experience managing and integrating customer data and relationships

·         Excellent interpersonal and cross functional influencing skills:

  • Manages Complexity
  • Innovates
  • Demonstrates entrepreneurship
  • Drives Customer Connection

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