CRM Manager

A British brand with global perspective. 

 

self-portrait are privately owned, independent and unashamedly consumer centric. Behind everything self-portrait does is a desire to uplift, empower and celebrate its customers. We both embrace and invest in the future of the brand and of the industry. 

 

The self-portrait brand operates 30 stores in the UK, China and Thailand, with a retail network of over 400 stores in 70 countries, seeing an average of 60,000 unique visitors to its e-commerce website each week. 

 

Since debuting with womenswear, the brand has also expanded to include categories such as swimwear, bridal, bags, accessories and childrenswear. 

 

self-portrait is part of the newly formed SP Collection, a group that has been set up to discover, nurture, and develop best in class creativity and design. Roland Mouret joined the group back in 2021.

 

About the role

 

We are looking for an ambitious CRM Manager to join our existing team and help support significant digital and brand growth. The CRM Manager will plan and execute a CRM strategy designed to drive best-in-class customer experience, increase loyalty and drive additional revenue from our existing customer base. Key responsibilities can be seen below. 

 

• Day-to-day ownership of email marketing channel - create plan for growth of key KPIs and report back on progress
• Ownership of all customer facing comms, including post-purchase comms, SMS, inserts etc
• Plan and implement strategy for on-brand automated campaigns (don’t currently do this)
• Management of all broadcast campaigns for both brands (including campaign setup within Klaviyo)
• Optimise all activity based on key KPIs and metrics - reporting back on progress
• Build CRM plan so other key stakeholders are able to adapt activity and input into key campaigns
• Work alongside eCommerce team to drive strategy to obtain more first party data to enhance database and effectiveness of campaigns
• Work alongside eCommerce team to plan the roll out of a multi-brand loyalty / VIP program
• Report back on the value of SP customers - helping the business to understand CLTV, repeat purchase rates in different markets and other key customer traits and behaviours
• Develop CRM report to be sent to SLT and relevant teams monthly 

 

Candidate Requirements

 

• Client-side e-commerce experience - preferably at least 3 years

• Klaviyo experience desirable but not essential
• Hands-on experience of building email campaigns essential 
• Experience or exposure to a loyalty program (knowledge of key components)
• Good understanding of core digital marketing channels (paid channels, email, SEO)
• Good hands-on experience with analytics tools and drawing trends and insights

 

Personality

 

• Great communicator - both verbal and written
• Capable of owning projects and tasks from concept to completion
• Capable of working independently and within a team
• Organised and able to manage multiple projects
• Composed and level-headed