Jo Malone London | CRM Manager

POSITION SUMMARY

We're looking for an experienced CRM Manager who will be responsible for defining the Jo Malone London CRM strategy and execute a best-in-class campaigns, helping to develop customer relationships to ensure long-term loyalty and value to the brand, delivering on business-critical Consumer KPI's. With an analytical mind, you'll be able to synthesize complex information and performance data into actionable insight. You're a natural leader in your field with an appetite for innovation, often challenging the status quo to drive change. This role acts as the key point of contact with our data team. You'll ensure all CRM campaigns are managed efficiently, accurately and in a timely manner; while remaining at the cutting-edge of industry innovation, and at the heart of our pioneering brand DNA.

• Ownership, planning, execution, and evolution of the CRM strategy for Jo Malone London
• Ownership of CRM strategy for key retail partners, working to ensure a strong partnership marketing plan in line with the wider brand strategy
• Development of multi-channel communication streams across email, direct mail and SMS (+ any other relevant communication media)
• Lead the CRM team to conceive and create campaigns that are locally relevant and capitalising on key consumer insights and trends
• Management and development of bespoke lifecycle programmes
• Regular reporting and insights on performance of campaigns to ensure strong engagement and ROI with the definition of clear takeaways for next level of planning
• Initiate a test and learn strategy to optimise the customer journey and increase response and conversion rates
• Ensure that the CRM strategy evolves to stay competitive and relevant in an ever-changing landscape

• Ownership of consumer data and insight, identifying trends, channel performance and providing regular insights to guide the brand strategy
• Lead, develop and support the Consumer Insight & Data Analyst
• Development and regular measurement against Consumer KPI's such as Recruitment, Retention and Repeat Rate
• Produce analysis of campaigns to analyse success / ROI. Summarise and communicate results and findings to optimise future campaigns
• Strong communication skills to display and explain findings and recommendations to wider business

• Ensure that quality and integrity of data is maintained and is at the heart of the strategy
• Have a deep understanding of all data collection points, data flows and data aggregation ensuring a seamless process
• Seek out and develop new consumer data sources to enrich our understanding of the Jo Malone London consumer
• Ensure all retail locations are fully equipped to capture customer data (D2C)

• Ownership and management of CRM budget

• 2 Direct Report
• Coach, support, develop talent & empower junior team members.
• Clear delegation
• Drive a collaborative working environment and a mindset of inclusion and diversity within the team.
• Champion the spirit of Kindness and Brand Values in everything they do

• Strong CRM expertise and knowledge of both CRM communication and consumer data and intelligence
• 5+ years' experience of driving and implementing successful & innovative CRM strategies.
• Expert-level skills in Excel and Powerpoint
• Expertise of Braze or other reputable ESP's is advantageous.
• Strong knowledge of email development and management
• Excellent understanding & experience of brand identity, tone of voice and how to communicate with the consumer.
• Innovative thinking with a 'test & learn' mindset
• Driven by analytical skills, consumer insights and data
• Versatile and able to work under pressure to deliver multiple projects to a high quality
• High attention to detail
• Process Oriented to manage workload and all available internal/external resources
• Creative and enjoys working in fast-paced environment
• Excellent organizational, interpersonal, and project management skills
• Understanding of and passion for the luxury and beauty industries
• Strong agility to adapt & pivot seamlessly in an ever-changing retail environment

• Hybrid Working (2 days WFH, 3 days office based)
• Generous Bonus Opportunity that usually performs ahead of target
• 25 Days Annual Leave (exc. Bank Holidays) that increases with length of service up to 29 days.
• 1 additional day of Annual Leave to celebrate your birthday
• Holiday Purchase scheme that enables you to get five additional days
• Summer Fridays for five months of the year
• Market leading Family Leave provisions
• Generous Staff Discount & Credit
• Benefits platform with exclusive discounts and offers
• Mental Health Wellbeing Provisions (Unmind App and Employee Assistant Programme)