Role Overview

Own and execute the end-to-end email marketing strategy across BAU campaigns, automated journeys and lifecycle communications
Build, test and optimise customer journeys including welcome, post-purchase, reactivation, browse abandonment and loyalty campaigns
Work closely with the Creative team to deliver engaging, on-brand campaigns that inspire customers and drive conversion
Segment audiences using behavioural, transactional and demographic data to deliver highly personalised communications
Monitor campaign performance and provide actionable insights to improve open rates, click-through rates, conversion and retention
Drive continuous A/B testing across messaging, design, timing and audience targeting
Develop and grow the SMS channel as part of the wider CRM strategy
Create targeted SMS campaigns to support launches, promotions, events and customer retention initiatives
Ensure SMS communications complement and enhance the wider customer journey
Plan and execute direct mail and door drop campaigns that support customer acquisition, retention and loyalty objectives
Identify opportunities for personalised and data-led direct mail activity
Work with internal stakeholders and external suppliers to manage artwork, print production and delivery timelines
Analyse campaign performance and measure effectiveness against commercial and engagement KPIs
Own and evolve the CRM and loyalty strategy to increase customer lifetime value, repeat purchase and engagement
Manage the retention and email/sms marketing calendar and ensure campaigns are delivered accurately and on time
Manage the retention and direct mail budgets, tracking spend and forecasting effectively
Manage and optimise CRM tools and platforms, ensuring best practice processes are followed
Stay up to date with CRM, loyalty and customer engagement trends and bring fresh ideas to the business
Support the business with wider data and reporting projects

Requirements

5+ years of experience in CRM, retention or loyalty marketing, ideally within retail, ecommerce or lifestyle brands
Strong understanding of customer lifecycle marketing and retention strategies
Hands-on experience with email service providers and CRM platforms including Ometria and Attentive
Excellent analytical skills with the ability to interpret data and translate insights into action
Experience building customer segments, automated journeys and personalisation strategies
Commercially minded with a passion for delivering exceptional customer experiences
A collaborative approach and confidence working cross-functionally with creative and technical teams
Budget management experience
Solid understanding of GDPR and data protection best practices in a CRM context

Benefits

25 days holiday, increasing by 1 day each year for 3 years, plus 8 days for bank holidays
Enhanced family leave policy
Staff and friends and family discount scheme
Healthcare cash plan
EAP programme
Shopping discounts
Cycle to work scheme
Half a day for Christmas shopping
Life Assurance
4 times annual salary

Loaf (Loaf.com)

Open Positions (1)

Management

CRM & Loyalty Manager – Maternity Cover FTC