Reports to: Global Head of Digital Marketing

Location: London HQ (3 days a week)

Direct Reports: Email specialists/assistants

Hours: 37.5 hrs

Job Purpose

Creating original and innovative luxury soft toys, Jellycat combines luxurious fabrics with quirky and cute designs and sells its products online and via stockists throughout the US, UK, Europe and the rest of the world. This role is direct-to-consumer focused and sits within the global Digital Marketing function in the wider Ecommerce team.

We are looking for a seasoned CRM Manager with robust data experience to join our team and drive our customer relationship management initiatives. The CRM Manager will be responsible for developing and implementing CRM strategies that enhance customer engagement, loyalty, and overall satisfaction. The ideal candidate will have extensive experience in managing CRM systems, analysing customer data, and leveraging insights to drive business growth. This role requires a strategic thinker with a deep understanding of retail customer behaviours and the ability to translate data into actionable plans.

Key Accountabilities and Responsibilities

• Develop and implement comprehensive CRM strategies to enhance customer retention and engagement, and drive database acquisition
• Manage CRM system to ensure it’s used to its fullest potential and effectively captures and analyses data
• Conduct thorough data analysis to identify trends, opportunities, and areas for continuous improvement
• Develop and execute test and learn strategies, focused on learning about our customers and optimising to their behaviours
•  Create targeted marketing campaigns based on customer segmentation and behaviour analysis
• Collaborate with cross-functional teams including marketing and ecommerce trading to ensure seamless CRM integration and execution and optimised end-to-end customer journeys
• Monitor and report on CRM metrics, providing insights and recommendations for continuous improvement
• Stay updated with the latest CRM technologies and best practices to drive innovation and efficiency
• Understand GDPR, California privacy laws and other impactful regulations in this field
• Train and support team members on CRM processes and tools to ensure consistent usage and data accuracy.

Analytics and Reporting

• Utilise analytics tools to measure the effectiveness of campaigns
• Continuously develop the reporting suite for this channel to monitor and analyse performance
• Provide insights and actionable recommendations based on data analysis to enhance campaign performance
• Prepare and present findings to senior leadership within the team and beyond.

Collaboration and Team Leadership

• Work closely with the broader ecommerce team and marketing team to align digital strategies with overall marketing goals
• Lead and mentor junior team members, providing guidance and support to foster professional growth
• Collaborate with external agencies and vendors as needed to execute marketing initiatives.

The Candidate

Knowledge, Experience, Skills, and Behaviours

• Proven experience in similar roles
• Minimum of 5 years of experience in CRM management, with a strong focus on data analysis and strategy development, preferably in retail
• Proven track record of successfully implementing CRM strategies
• In-depth knowledge of CRM platforms and processes, Klaviyo preferred
• Experience with copywriting, targeting strategies, and campaign management
• Strong understanding of website analytics and conversion tracking
• Excellent communication and project management skills
• Strong attention to detail and ability to work in a fast-paced environment
• Excellent communication and stakeholder management skills
• Ability to manage and present data clearly

Personal Attributes

• Highly motivated and results-oriented
• Adaptable and resilient
• Proactive thinker and planner 
• Strong team player with a collaborative approach
• Curious, continuous learner.

Additional Details

Benefits

• Tech pack (laptop etc.)
• 25 days annual leave exclusive bank holidays
• Vitality premium healthcare (medical, dental, optical) - after probation
• Life Assurance 4x salary
• Employee Assistance Program - from day one
• 5% Contribution Pension with The Scottish Widows (after 90 days)
• £150 product allocation and 50% thereafter - from day one
• Hybrid working (3 days in the office in White City)
• Private chef prepared breakfast and lunch on Tuesday and Thursday
• Discretionary bonus.

For an informal and confidential discussion, please speak with our advisors at Berwick Partners

Andy Hanlon

Delivery Consultant

Andy.hanlon@berwickpartners.co.uk