CRM Manager

KEY RESPONSIBILITIES

• Support the Head of CRM with the execution of the Dover Street Market CRM strategy
• Manage delivery of complex CRM campaigns through all DSM marketing channels, including but not limited to: Web, E-SHOP, Email, Direct Mail and 1:1 Client Outreach
• Create and build customer segments using our marketing platform, making sure all comms are timely and relevant for the customer and commercially effective
• Manage and maintain our client data ensuring client tags and segmentation values are up-to-date and accurate
• Support on the delivery of weekly and monthly CRM customer reports to update the business on CRM performance and identify key opportunities
• Report on CRM channels and campaigns, suggesting areas for improvement
• Become the primary day-to-day contact for our multi-channel marketing platform and ESP, ensuring DSM are adopting new features and maximising usage of our platforms
• Launch new automated lifecycle and campaign journeys using our marketing platform to drive campaign engagement and client retention
• Work with the Digital Communications team to drive personalised and targeted comms that resonate with the DSM customer
• Work with the Digital Communications team to evolve the email marketing channel by suggesting new templates, multivariate tests and the addition of dynamic or personalised content
• Support the Head of CRM with the delivery of the DSM loyalty programme
• Work with the store and VIP team to ensure they have the right CRM data and tools available to drive excellent customer experience
• Support the Head of CRM on the delivery of our retail clienteling platform to maximise our 1:1 Client Outreach strategy and build lasting client relationships with DSM VIPs

THE IDEAL CANDIDATE

Skills:

• 1-2 years+ experience working in a similar CRM role
• A relevant marketing or business degree
• Experience of working in luxury fashion or retail industries
• Highly numerate and passionate about data
• Organised and able to work fast under pressure with the ability to multitask
• Excellent communication skills both written and verbal

Attitude:

• A highly motivated and competent individual able to converse with all levels both internally and externally
• A total self-starter able to set the standard by their own professionalism and attitude