CRM Manager

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

Reporting to: Commercial Director 

Key relationships: Internally – Head of marketing, head of digital marketing, head of e-commerce, brand marketing team, graphic design team, e-commerce, merchandising. 

Key accountabilities and KPIs include: 

• Support the e-commerce and commercial 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 commercial 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 and measure 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. 

Technical and specialist skills required: 

• CRM specialist with significant experience managing and optimising CRM activity at manager level for retail businesses, fashion experience a bonus. 
• Extensive experience working with CDP/ESP/CRM platforms, specifically Ometria. 
• Demonstrable skill and experience of developing customer segmentation models to support business goals. 
• Demonstrable skill and experience of driving customer retention, £ per buyer and purchase frequency through delivering customer centric programmes. 
• Fearless with the ability to generate ideas that can be tested rapidly to challenge current ways of working. 
• Data obsessed with a highly analytical mindset. 
• Hands on experience of analytics packages, preferably Google Analytics and Fospha. 
• Excellent ability to build and maintain both internal and external stakeholder relationships. 
• High level of emotional intelligence. 
• Passionate about CRM, ensuring up to date with industry developments. 
• Strategic mindset combined with intellectual rigour and agility. 
• Basic knowledge of HTML desirable.  
• Demonstrable ability to work in fast paced environments working to tight deadlines. 
• Ability to prioritise and manage multiple projects and deadlines ensuring stakeholder 
• expectations are managed effectively.  

Behaviours: Measure/Requirement: 

• Results focussed demonstrated through successful delivery of CRM programs that have driven a positive business impact. 
• Motivated to add value and deliver business change in challenging environment 
• Resilient; prepared to tackle problems head on and persist despite setbacks or difficulties. 
• Retail experience. 
• Drive change through credibility, effective teamwork and management skills. 
• Work effectively and in partnership with key stakeholders to drive business performance 

Business Acumen 

• Thinking from a business standpoint and with a clear view of where the business needs to go. 
• Demonstrates the breadth to anticipate future opportunities and create the content/strategy to address these, delivering flawlessly executed results against stated strategies. 
• Commercial approach to role and operations. Understands how their role impacts wider business performance and how to drive it further. 

• 50% Employee Discount
• 24 days holiday per year (plus bank holidays)
• A paid day off on your birthday
• A paid moving day per year
• Hybrid Working Arrangements - 1 day per week WFH
• Pension Scheme (3% Jaded, 4% You)
• Bonus Scheme
• Employee Assistance Programme for you and your family
• £500 employee referral bonus scheme
• Local Business Discounts (cafés, fitness, beauty etc)
• North-West London office location directly located next to good transport links
• Casual office dress code (your style of dress is up to you, wear what you feel best in)
• Fully-stocked kitchens and fridges
• Regular Office Social Events (e.g. payday socials)