The Dots
The Dots
Log in
Join
Join now for free
Group CRM ManagerHarvey Nichols
23 days ago
  • LevelMid Level
  • ProfessionsCRM Manager, Business Development Manager, Marketer
  • TypeFull Time
  • LocationLondon, United Kingdom

Like this job? Notify me with jobs that are similar

Description

Do you keep up to date with Luxury Fashion?  Do you know your Chloe from your Balmain?  Do you love all things Customer Relations? If YES, we may have the role for you…  Luxury department store, Harvey Nichols, is searching for an Group CRM Manager to join its thriving Marketing department in our Head Office in London – Knightsbridge. Our culture is based on inclusivity; we embrace diversity. Whoever you are, Harvey Nichols has a place for you.
How we reward your hard work…
At Harvey Nichols, we champion career development and are passionate about our people. We will do all we can to support your journey and career path with us. Alongside this you will have access to a world of amazing benefits such as.
  • Up to 40% off fashion  
  • Up to 40% off hospitality, foodmarket and hampers 
  • 30% off beauty and perfumery, wine and spirits 
  • Clothing allowance
You will also have access to charity days, a season ticket/bike loan; learning and development opportunities; to our Employee Assistance Program - Retail Trust and recognition schemes and the opportunity to join one of our employee groups – Wellbeing, Diversity & Inclusion and Sustainability. These are just some of the reasons people join and stay!
About the role…
As Group CRM Manager your responsibilities will be:
  • Ownership of all customer lifecycle programs including driving customer loyalty, member acquisition, member benefits, member rewards and loyalty targeted campaigns & promotions with a vision of growing consumer loyalty and increasing their lifetime value to the business.
  • Responsible for all customer communications (online, stores & restaurants), via the CRM channels: email (targeted, trigger, lifecycle & transactional), push (targeted, trigger & transactional) & Wi-Fi
  • To have a process-focus aptitude to manage customer communications; analysis, planning, briefing, building (when necessary), segmentation, scheduling (when necessary) & reporting.
  • Execute a data driven customer centric communications strategy that drives customer acquisition, engagement, retention, conversion & loyalty
  • To ensure the CRM team are planning, managing, executing and reporting value adding campaigns that generate the required demand for any given period.
  • Create a communications roadmap including A/B testing to continually tweak & optimise customer experiences via all CRM channels.
  • Collaborate with cross functional teams including HK to ensure CRM value is shared across all functions and that all communications are planned in a customer centric approach; including (but not limited to) Digital Marketing, Social Media, Marketing, Design, Editorial, Content, Events, Paid Media, Stores, Trade, Buying, Product Marketing, IT & BI and CSC.
  • Working with the Group CRM Executive’s to ensure sufficient knowledge and working skills are in place to action the planned communications strategy
  • Manage assigned agency relationships with external partners, leading collaborative ways of working, to maximize capability, efficiencies and output
  • Work closely with the Group CRM Executive’s to understand customer insights and segments in order to implement CRM strategies which effectively target customers, to retain and drive loyalty
  • Lead on wider group projects, in order to support the delivery of the digital strategy across all channels.
  • Own Data Capture and budgets; completing invoices and balancing costs
Is this you?
We are looking for individuals who embrace diversity, love a challenge, are passionate about luxury retail and are looking for something uniquely different.
  • Do you have a bachelor’s degree: Marketing, Business or related (or equivalent experience)?
  • Do you have Experience of CRM channels across email, push, web, Wi-Fi & app?
  • Do you have Salesforce Marketing Cloud experience is essential?
  • Do you have experience of Loyalty Schemes, preferably in a multi-channel retail environment?
  • Do you have experience developing and executing data driven, customer centric CRM strategies?
  • Do you have experience in implementing customer lifecycle marketing, reporting on CLTV?
  • Do you have experience in successfully driving both customer engagement and channel ROI?
  • Are you proficient in CRM reporting and analysis?
  • Do you have experience managing relationships with external partners and senior stakeholders?
  • Do you have a strong understanding of the technical elements of CRM?
  • Are you Passionate about delivering a customer centric CRM strategy?
  • Do you have excellent interpersonal and communication skills and proven ability to effectively manage key working relationships?
  • Do you have strong organisation and time management skills, with the ability to work to tight deadlines in a fast-paced environment?
  • Proven ability to build, manage and develop a team
  • Luxury retail experience is desirable
Where do I sign?  If you are already thinking of what you will wear on your first day (no we don’t have uniforms) and this role catches your eye, hit the “apply” button below to kick-start your journey with us.

Skills Required

  • CRM
  • Time Management
  • Communication Skills

People who have worked with Harvey Nichols

View all