CRM Lifecycle Manager

CRM Lifecycle Manager

Currys London Campus at Waterloo
Permanent
Full Time
Grade 4

At Currys we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.

The CRM Lifecycle Manager plays a key role within our growing CRM team, responsible for planning the delivery and the commercial performance of our core lifecycle and triggered programmes, working closely with key stakeholders and 3rd parties. You’ll be focused on transforming our approach to onboarding and retaining customers, considering opportunities to cross-sell and upsell through highly personalised customer journeys and developing multi-channel strategies including Email, SMS and DM.

We are passionate about technology, and as the eyes and ears of the customer our role is to champion customer insight across the business to deliver a customer centric plan/programme that drives improved sales and engagement. You will be using an AI powered personalisation engine to deliver and optimise emails. You’ll be working closely with Moveable Ink to build, test and adopt tools to elevate our communications.

As part of our award-winning Brand & Marketing team, you will work closely with Creative studio teams, Customer Data, Analytics & Insight teams as well as Commercial Categories and Credit & Services teams, and external agency partners. You will need good communication skills to collaborate and engage the teams and maintain relationships with key stakeholders.

This is a great opportunity for someone wanting to advance their career in CRM and fast-paced retail. The right candidate will have CRM experience across data, targeting, and execution with proven results in delivering objectives and driving sales.

Key Responsibilities:

• Reporting into the Senior CRM Manager, the CRM Manager is accountable for the planning, delivery and commercial performance within our core customer lifecycle programmes, such as (but not limited to) onboarding, retention and winback
• Responsible for building audience and contact strategies with consideration to contingency rules and how other CRM activities work in tandem with one another
• Responsible for email planning, building and support deploying of campaigns, and planning and execution of adhoc SMS and Direct Mail activities
• Working closely with the Commercial teams, promotional and marketing planning teams to deliver coordinated integrated campaigns with CRM best practice at the core of the plans
• Use data findings and work with relevant teams (Eg Data planning, Customer analytics, Martech) to lead and shape the CRM strategy. Initiate conversations and workshops to drive actionable steps to drive performance enhancements
• Collaborate with category GTMs and content teams to create CRM campaign strategies, content, comms plans and creative executions, both internally and external agencies
• Promote and support the CRM Strategic Framework and campaign delivery process, and align with stakeholders on wider business objectives, acting as the Subject Matter Expert for CRM
• Champion creative excellence with our in-house studio and external agencies, reviewing against campaign & always on brand guidelines & toolkits with a strong understanding of compliance and regulated comms requirements
• Continuously advocate for a customer-first mindset within the CRM team, ensuring they understand the many ways that the CRM technology and data can be used to better communicate with our customers (and co-ordinate any training the team needs to deliver this)
• Deliver regular programme reporting and analysis to drive continuous optimisation of engagement and conversion across the brands both weekly and monthly
• Present to wider stakeholders on regular basis with clear analytic and considerations for future opportunities

Required Skills & Experience:

• Solid (5 years+) CRM experience working on a high-profile multi-channel consumer brand with exposure across the lifecycle (acquire, keep and retain) with a sizeable customer database
• Experience of working with a campaign tool to build and deploy campaigns
• Retail experience is essential
• Experience supporting/managing junior members of the team
• Attention to detail and a ‘can do’ attitude to work
• Commercially focused & data driven, whilst still putting the customer at the heart of every marketing decision
• Great communication & organisational skills, with a strong focus on campaign planning, content delivery and analytics
• Ability to evaluate creative objectively, always championing the customers' best interests
• Experience of working with MoveableInk and an understanding of ESPs preferable including data management and campaign deployment
• Experience in working with external agencies and suppliers beneficial
• Ability to work to tight deadlines whilst remaining calm under pressure

We know our people are the secret to our success. That's why we're always looking for ways to reward great work. You'll find a host of benefits designed to work for you, including:

• 25 days of annual leave
• Private Medical Insurance
• Life Assurance
• Fantastic colleague discounts on Tech with Currys and iD Mobile
• Hybrid working (with an expectation to meet in person 2-4 times per month)

Why join us:

Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.

Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email [email protected] and we'll do our best to help.