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Posted on 20th March 2018
CRM & Insight Manager
Witney, Oxfordshire | Competitive salary
CRM | Customer Insights | Email Strategy | Data | Digital Marketing
An exciting opportunity for an experienced CRM & Insights Manager to join Whittard of Chelsea in a newly created senior digital role. With the support of the digital team and agency partners, you will be accountable for translating key objectives into a CRM & Email strategy taking into account both retail and digital, to develop the Whittard customer database.
When Walter Whittard launched his first London shop in 1886, his philosophy was simple: buy the best. It's a philosophy that's stayed closed to their hearts since then, driving their belief in quality, heritage and innovation. With business in over 35 countries and an ever-growing base of loyal customers, they believe their position as a premium lifestyle brand would make Walter proud.
The heart and soul of Whittard are their products. Constantly updated with exclusive blends, their pioneering collection of tea, coffee and cocoa is complemented by a wide range of brewing equipment, tableware and elegant gifts. Their stores are designed to provide an immersive and engaging environment, while their website brings the unique Whittard shopping experience online with expert tips and information on coffee roasting, tea origins and plenty more. Their community stretches across the world, and by continuing to develop their branded stores, their online experience and to distribute their products internationally, they are looking to grow even further, cementing their position as a global premium brand.
Working with the Head of eCommerce & Customer, you will lead on the development and delivery of a robust, cross-channel and strategic email and CRM strategy. With the support of a direct team and CRM agency partner, you will use customer insights from retail, online and campaigns to develop strategies that will enhance customer experience, engagement, recognition, retention through targeted messaging across all touchpoints.
Working cross-functionally to provide key insights to the wider business, storytelling through the data to drive the voice of the customer deep into the business and championing CRM across the business, your plan will focus on customer engagement and drive sales.
You'll own and develop all customer retention activities, from concept through to execution and review, ensuring consistent results are delivered against set KPIs. You'll also manage the CRM and email budgets, with regular on performance to ensure targets are achieved.
The successful candidate will be a strategic, experienced CRM Manager, ideally from a reputable retail/ FMCG company or agency. You will be data-driven, numerate with an analytical background. You will have strong commercial acumen with experience of working with and managing senior stakeholders. Proven management of a small team and agency management experience would also be useful too. To succeed in the role you will be adaptable and able to react quickly in a fast paced, dynamic culture. You will most importantly be equally as happy with your head in data or presenting insights to senior management.
You will be joining the brand in an exciting period of growth, with ownership and accountability for CRM & Insights strategies, giving you the opportunity to play a pivotal role in the business and contribute to the brands future.
If this sounds like your next step, then please get in touch with a short covering letter and your CV today.