We are seeking an experienced, capable and data-driven CRM Manager to join the CRM team (currently made up of 2 members; the Head of CRM and CRM Executive), reporting into the Head of CRM, to help drive our CRM initiatives at a pivotal time for the business. The ideal candidate will be responsible for developing and implementing data-driven strategies to enhance customer engagement, retention, and loyalty across multiple channels including email, SMS, web push and direct mail, as well as supporting the development and optimisation of our loyalty program.

Key Responsibilities:

CRM Strategy Execution: Implement comprehensive CRM strategies to deepen customer relationships and drive loyalty, using an always-on test and learn approach.

Campaign Management: Plan, manage, and deliver engaging, data-led campaigns across email, SMS, and other owned channels to enhance the customer journey, constantly testing new strategies and optimisations throughout the customer lifecycle.

Customer Segmentation: Utilise data insights to segment customers effectively and tailor communications to various audience segments.

Performance Analysis: Analyse campaign performance metrics to optimise customer engagement and retention strategies.

Customer insight: Analyse customer behaviour to identify opportunities and take an always-on approach to optimisation.

Collaboration: Work closely with marketing, e-commerce, and product teams to ensure CRM initiatives align with overall business goals.

CRM Platform Management: Oversee the use of CRM platforms and tools to deliver sophisticated marketing solutions. Experience with Shopify, Bloomreach, Postscript preferable.

Team management and support: Manage and support the CRM Executive, nurturing their growth and development.

Experience:

• Proven experience in CRM at manager or senior exec level, preferably within the retail or e-commerce sectors.
• Expertise in customer segmentation, lifecycle marketing, and loyalty programs.
• Strong analytical skills with a results-oriented mindset.
• Extensive knowledge of CRM platforms, CDPs, digital marketing and reporting tools.
• Experience with Bloomreach and Shopify is preferable.
• Excellent communication and collaboration skills.
• The ability to work well as a team in a fast-paced environment.

Benefits:

• Hybrid working with 3 days in the office and 2 from home.
• Flexible working hours.
• Generous discounts on our homeware and furniture collections.
• Opportunities for professional development and career growth.
• A vibrant and collaborative work environment.

Join us at DUSK.com and play a pivotal role in redefining customer connections in the homeware and furniture retail industry.