CRM Manager

Job purpose: This role is responsible for leading the CRM efforts for Jaded London. 

Reporting to: Head of Ecommerce

Key relationships: Internally – Head of Marketing, Head of Digital Marketing, Head of E-commerce, Senior Ecommerce Manager, Brand Marketing team, Graphic Design Team, E-commerce Team, Merchandising. 

Key accountabilities and KPIs include: 

• Support the E-commerce team to build and scale our CRM initiatives for Jaded. 
• Focus on customer retention KPIs in line with overall business and marketing goals. 
• Curate and manage calendars alongside each relevant department. 
• Implement a lifecycle centric customer segmentation and communication strategy. 
• Identify new opportunities for improving customer KPIs and driving growth by working with data and insights to analyse and understand customer behaviour. 
• Manage the end-to-end process of planning and implementing BAU activity ensuring  coordination with key stakeholders across the brand. 
• Manage email automation to deliver customer centric lifecycle campaigns to drive growth and improve customer KPIs. 
• Monitor, present weekly CRM performance in line with business targets, ensuring the automation of weekly, monthly and periodical reporting. 
• Responsible for database performance, keeping a close eye on churns, seeking out opportunities to drive high quality opt ins and adjusting activity accordingly. 
• Champion an integrated lifecycle approach across digital marketing, working closely with the paid media and insights team to develop a consistent customer journey across channels. 
• Work collaboratively with internal teams to manage customer data governance and GDPR compliance. 
• Build out the CRM proposition across email, SMS, App and browser notifications.