CRM Manager at Debenhams Group, London, United Kingdom

Lead the formulation and implementation of comprehensive retention and acquisition strategies via CRM channels at Karen Millen, part of Debenhams Group, to enhance customer engagement, loyalty, and commercial performance in a dynamic retail landscape.

Key Responsibilities

• Serve as strategic leader for CRM operations, guiding a high-performing team to achieve key metrics such as acquisition of customers, customer lifetime value, revenue per user, campaign engagement and conversion, premier subscriptions, email sign-ups, and app downloads
• Manage the full lifecycle of global email, push notification, and SMS campaigns to cultivate customer relationships and boost sales
• Collaborate across departments and marketing channels to craft integrated, data-informed customer experiences
• Direct CRM projects and integrations, including developing a multi-channel segmentation approach, personalizing campaigns with insights to balance brand and promotional content, leading database expansion plans, leveraging recommendation tools for tailored content, and designing targeted plans for customer segments to foster loyalty and meet business goals
• Partner with insights teams to refine customer data, segmentation, and targeting strategies
• Provide regular reports on accomplishments, initiatives, and insights to senior leadership
• Act as primary contact for email service provider partnerships, optimizing technology usage and maintaining robust relationships while overseeing database structure and quality
• Ensure compliance with GDPR as the marketing representative, coordinating with legal and stakeholders
• Oversee CRM team structure, pinpointing development needs and delivering coaching, mentoring, and training opportunities

Qualifications

• Creative, analytical mindset with strong commercial focus
• Proficiency in data analysis to inform decision-making
• Prior experience in CRM management positions
• In-depth understanding of CRM platforms and email service providers
• Exceptional organizational and process management abilities
• Customer-focused perspective
• Self-driven and energetic in demanding settings
• Commitment to staying current with industry trends and best practices
• Collaborative worker capable of partnering across functions to reach goals

Benefits And Growth

• Competitive bonus program
• Company pension contributions
• Share incentive schemes
• Private medical insurance and life assurance
• 20% discount on all brand products
• Extensive wellbeing support
• Continuous professional development and internal advancement opportunities
• Free season ticket loan