CRM & Retention Manager London, England
Job description
We are looking for a CRM & Retention Manager to keep our existing customer inspired, engaged and coming back for more.
About us
Founded in 2015, The Sports Edit is building the UK's leading women's activewear retailer and was recently acquired by Marks & Spencer Group to help support that vision. We curate a range of brands, from leading brands like Nike, adidas, On Running and Veja, to challenger brands such as Varley, Alo Yoga and Girlfriend Collective.
About the role
The role will focus on leading CRM & customer retention for thesportsedit.com. Following a few years of rapid development through successful customer acquisition, there is now a great opportunity to support our growth efforts through increased repeat purchases.
Key responsibilities
- Define and execute our contact strategy, including email planning, newsletters, flow / trigger / lifecycle programmes.
- Develop our existing loyalty programme, “The Set”, increasing promotion of the programme, building out a calendar of events to drive usage and sign ups, and test incentives and perks.
- Define, report on and analyse relevant KPIs, both commercial (e.g. Revenue per subscriber; Active Customers; LTV, churn) and satisfaction, continually identifying opportunities for improvement.
- Understand the role of category and customer journeys in driving customer loyalty, and work closely with marketing and buying teams to make recommendations.
- Monitor key customer satisfaction metrics, in collaboration with Ops & CS teams, with a focus on post-purchase experience (NPS, external brand reviews, such as Trustpilot or Google Reviews).
Strategic responsibilities, in cooperation with Head of Marketing
- Define our contact strategy, ensuring the right segmentation of communications and messaging, across the right touch points.
- Lead our Customer Retention efforts, helping in the definition and interpretation of the relevant KPIs.
About you
- 4-6 years experience in a customer loyalty, email marketing or contact strategy role; confident leading and executing strategies.
- Experience in conducting segmentation and LTV analysis.
- Strong analytical skills, with ability to handle large data sets and extract relevant and actionable insights; comfortable using Google Analytics.
- Previous hands-on experience of working with ESP / CDP / CRM software platforms. We use Klaviyo.
- Knowledge of Yotpo or similar loyalty platform an advantage.
- Strong commercial acumen, and comfortable with Retail environments and daily trading challenges.
- A keen interest in fitness; you align with our vision to help change people's lives for the better through fitness, so it is at the heart of everything we do.
What we offer you
- Salary £45k-£50k DOE, with bonus scheme of up to 20% of salary paid.
- Flexible hybrid working, with 3 days a week in our Central London office, and typically 2 days from home.
- Work from anywhere, up to 2 weeks a year.
- 23 days holidays, UK Bank Holidays, and a day off for your birthday.
- Free coffee / tea in the office.
- Monthly ClassPass membership.
- Up to 40% staff discount on The Sports Edit.
- 20% off at M&S.
