Senior Customer & Loyalty Executive

Reporting to the CRM Manager, you will manage the execution and optimsationof the Liberty Loyalty, Best Customer and The Beauty Drop subscription programmes. This role will use data to understand the behaviour and needs of the Liberty customer and implement CRM strategies to improve the customer journey at every touchpointThis position suits someone who has 3 years’ experience in CRM, is highly analytical and organised, who understands customer lifecycles and how to run customer-led marketing campaigns.

Key responsibilities

Campaign Delivery

• Implementation of CRM customer strategy - lifecycle communications, personalised content and supporting on BAU campaign delivery
• From initial scoping, objective setting, creative briefing, audience selection and deployment
• Working across both store and online using email, direct mail, digital channels and client-telling solutions

Programme Delivery

• Develop customer journey communications for the Beauty Subscription programme to increase retention, lifetime value and member engagement
• Develop the Liberty Best Customer programme to be best-in-class, delivering activity to increase customer engagement, loyalty and value in this segment
• Audit and devise improvements to the Liberty Loyalty programme on an ongoing basis, ensuring programme KPIs exceed expectations and deliver against agreed customer and commercial goals
• Manage operational outputs and day-to-day processing of the Liberty Loyalty, Beauty Subscription and Best Customer programmes

Reporting and Optimisation

• Manage customer campaign reporting, understanding how to measure and report effectively on incremental campaign and customer uplift
• Understand and utilise customer data to deliver key customer initiatives to improve customer journey and overall experience.
• Use all available reporting and measurement tools to recommend and implement optimisations and continuous enhancements
• Develop strategies to improve collection and maintenance of customer data
• Lead and deliver test and learn strategies to optimise performance
• Understand the commercial costs of campaigns and how to maximize ROI

Project and Budget Management

• Manage strategic customer projects and ensure they are delivered on time, within budget and aligned to customer KPIs
• Work with the CRM Manager to prioritise, measure and monitor CRM budget allocation across all programmes and projects
• Own a number of technical processes to promote data cleanliness and accurate segmentation.

Requirements

• Customer focused
• Proven experience with; Campaign creation, execution and measurement, test and learn strategies, customer targeting and value creation, customer lifecycle and loyalty and/or subscription programmes
• Highly organised with the ability to manage multiple campaigns and projects on-time
• Technical knowledge of data systems, ecommerce and ESP platforms - Responsys preferable