CRM Manager

Company Description

At Frasers Group we’re rethinking retail. Through digital innovation and unique store experiences, we’re serving our consumers with the world’s best sports, premium and luxury brands globally. As a leader in the industry, we’re elevating the retail experience for our consumers through our collection of established brands, including Sports Direct, FLANNELS, USC, Frasers, and GAME.

Job Description

• Responsible for managing and supporting the team with an ongoing test and learn plan to continually improve CRM communications
• Responsible for working with the team of CRM Executives on the optimisation of all CRM activities across the group
• Use customer data, modelling and insights to design and optimise segmentation and content approach for personalised customer journeys which drive customer value and effectiveness
• To achieve performance targets you will develop and lead the team to plan and deliver omni-channel journeys utilising customer-data based segmentation and propensity models. By utilising the insight you will develop strategies which uncover and extract value in the existing database
• Frasers as a group is transitioning to a data-driven approach utilising Segmentation, Lifetime Value, Intent and Next Best Action modelling. This requires the CRM strategy to shift to be truly customer led opposed to channel execution focused. You will use your customer data and omni-channel experience to embed this shift whilst also improving effectiveness of delivery
• Deliver weekly and monthly reports focusing on CRM campaigns and database performance, feeding results back to the wider business
• Owning the relationship with the email service provider, ensuring that all areas of the platform are optimised and used to their full potential

Qualifications

• As CRM manager you will have previous experience in a similar role working with customer databases in a numerate and analytical capacity
• Strong leadership skills and management experience
• Broad knowledge of CRM platforms/ESPs/marketing automation programmes
• A self-starter mind-set, with the ability to work under minimal supervision and guidance
• Results driven and delivery focused. Enthusiasm, energy and determination to achieve results, including those achieved through influence on related teams
• Highly numerate with the ability to manage, manipulate and gain meaningful insights and actions from large data sets