Digital CRM Manager – Temporary
Altrincham, WA14 5NL
37.5 hours per week, Monday to Friday
Competitive salary plus excellent benefits
The Opportunity
We're looking for a Digital CRM Manager who will play a vital role in the shaping and delivery of the outbound Digital CRM agenda to meet customer, commercial and business objectives. With customer at heart, you will lead end to end implementation of Digital CRM campaigns, as well as refining reach and communications channels in line with customer segmentation, online and offline marketing strategies; ensuring seamless journey through offline and digital CRM channels, driving customer engagement and maximising sales per customer.
You will be instrumental in devising push-outbound contact strategies and communications plans to encourage customer longevity underpinned by opt-in growth. You act with an agile, adaptable and fail-fast digitally led mentality continually seeking the next opportunity for continuous marginal gain; always with a can-do attitude and with attention to detail.
This role is offered on a temporary basis, to cover a period of maternity leave.
Key Responsibilities
- Lead the delivery of UK and International Digital CRM campaigns across Email, SMS, Push, Mobile Inbox and CRM Ads to achieve revenue and trading targets.
- Own end-to-end CRM campaign execution, including behavioural triggers, customer journeys, segmentation and deployment across marketing platforms. Be the expert for technical execution, developing and maintaining journeys, logic, and campaign set up
- Monitor campaign performance, delivering insights, optimisation recommendations and weekly trading updates to senior stakeholders.
- Develop seasonal CRM contact strategies and communication plans to maximise customer engagement and commercial performance. Work across team to ensure alignment with seasonal trading calendar and branding strategies
- Partner with Planning & Trading and Customer Intelligence teams to support campaign budgeting, forecasting and performance analysis.
- Manage CRM campaign quality, deliverability and sender reputation to maximise performance and ROI.
- Lead and support the CRM Executive, ensuring high standards of campaign execution, testing and continuous development.
Customer Marketing
- Be the product owner for the customer marketing channel platform and act as first line knowledge centre for all campaign types, targeting, tracking and reporting features
- Lead in the management of 3rd party supplier relationships to deliver strategic goals
- Maintain an awareness of industry and competitor Digital CRM platform developments and emerging/disruptive technologies that support the path to conversion
- Contribute to development of strategies for driving customer email, mail, SMS and push channel opt-in on all applicable digital touchpoints across the customer conversion funnel, and offsite where applicable to ultimately drive customer engagement, longevity and lifetime value
Campaign Testing and Optimisation
- Lead the Digital CRM testing strategy, prioritising and delivering tests with the greatest commercial impact.
- Analyse test performance, providing insights and recommendations to optimise future CRM activity. Present testing outcomes, commercial impact and recommendations to senior stakeholders
- Support CRM-related app initiatives by scoping, testing and implementing new customer communication opportunities
Ideal Candidate Profile
We’re passionate about finding someone who brings a blend of experience, curiosity, and drive. Our ideal candidate will:
- 5+ years of Digital CRM experience, ideally within a fast-paced, omnichannel retail environment
- Working knowledge of customer marketing platform, segmentation and email content personalisation tools
- Demonstrate a strong attention to detail and the ability to work with agility and accuracy.
- Manage internal key stakeholders (up, down and sideways) and wider team relationships. Support Head of CRM and fellow marketing team peers to drive digital, customer and business growth agenda
Why Cotton Traders?
Cotton Traders is a British clothing retailer established in 1987 by England Rugby legends Fran Cotton and Steve Smith. Driven by growing online and catalogue platforms, we also have 90 stores across England, Scotland and Wales and employee 800 people across the country. Our vision and our values are what make us unique and are deeply ingrained in everything we do here at Cotton Traders. Our people are part of the fabric that makes us what we are, and when you’re as passionate about your people as we are, job satisfaction and career progression come hand in hand.
What’s in it for you?
As well as contributing to our continued success, we offer excellent benefits that help make Cotton Traders a great place to work. These include:
- 25 holiday days rising to 30 days, plus bank holidays
- ‘Your CT’ benefits, reward and recognition programme
- Employee assistance programme
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