ABOUT THE OPPORTUNITY

An exciting opportunity to elevate the UW. CRM programme to the next level. An amazing opportunity for a strong individual who can champion CRM internally and evolve the department to a best in class operation; fostering community engagement, recognising our loyal customers, nurturing new converts and communicating all that is great about the Universal Works brand.

RESPONSIBILITIES WILL INCLUDE:

• Developing and executing a range of CRM tactics that foster customer engagement and retention.
• Building out and optimising flows, seasonally refreshing the Welcome Flow and other always-on activity.
• Working in partnership with our Paid Marketing partner to plan, analyse and create integrated campaigns with a focus on lead generation.
• Working with quantitative and qualitative data to optimise customer segmentation, understand and optimise CLTV.
• Continually strive to optimise CRM output through profiling and segmentation so we are always talking to all of our customers in increasingly relevant ways.
• Own the CRM tech stack, integrations with other platforms and contribute to the  evolution of the CRM functions technical infrastructure.
• Analyse and report on customer and sales data to gain insights and make recommendations for future initiatives and strategy.
• Undertake customer surveys, analyse and relay findings to business and recommend strategies gleaned from the insights.
• Manage and optimise our referral programme.
• Continue to support Retail and Ecom in establishing a single view of our customer.
• Conducting a project to understand what ‘loyalty’ means in the context of the business and potentially developing a bespoke programme from the ground up.
• Produce quarterly email content plans in conjunction with Marketing/Brand and Ecom teams.
• Working collaboratively with our Ecom, Marketing and Creative Service Teams striking the optimal balance between commercial and brand requirements.
• Supporting the Marketing and Creative Service Teams in producing two weekly broadcast emails ensuring we maintain our sector leading Open and Click Thru Rates.
• Develop and maintain relationships with external partners and agencies.

ROLE REQUIREMENTS:

• At least 3 years experience in CRM / data marketing / email marketing.
• First-hand experience of the development and implementation of a successful CRM programme is a must.
• Experience with Klaviyo alongside Shopify is preferred but not essential if you are adaptable and a great learner comfortable with a variety of platforms.
• Contemporary fashion experience/personal affinity with the industry is a huge bonus.
• Must be a team player.
• Excellent communication and presentations skills; written and verbal are key to success.
• Strong character who can work autonomously, make recommendations, formulate strategy but also take direction.
• Great planning skills are invaluable.
• Can prioritise own workload, meet deadlines and work within a fast changing environment.
• Ability to work effectively autonomously and in teams.
• Commercially astute.
• Creative mind.
• A keen eye for detail.
• GDPR awareness/experience a bonus.
• Passionate and enthusiastic.
• Experience of managing relationships both internally and externally with partners and agencies.

The Package:

• Competitive. Details can be shared post a successful first interview.
• Hours: Monday to Thursday 9:00 – 5:30, early finish Friday 9:00 – 3:00
• 30 minutes paid lunch.
• 28 days holiday per annum increasing with service.
• Pension.
• Generous clothing discount and clothing allowance.

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