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We may be famous for big brands at small prices, but our best kept secret is our amazing culture.

We’re part of the TJX Companies Inc, the leading off-price fashion and homeware retailer in the world. In Europe, we have over 690 stores across six countries, and two brands – TK Maxx and Homesense as well as growing our Ecommerce channels for tkmaxx.com. We’re a passionate bunch here and have exciting plans for the future.

We’ve been taking our responsibility as a business seriously for over 25 years. Whether it’s the millions we’ve raised for our charity partners (over £55 million so far), our green initiatives through the Carbon Trust or the sustainable trade programme we helped set up in Uganda, we believe in giving something back to our community.

Everyone who becomes part of the TJX family brings something unique to our collective culture – a diversity of experience, gender, ethnicity, age, viewpoint and much more.

Job Summary

Based in the new state-of-the-art TJX Europe head office in Watford, the CRM Manager will work within the Brand & Marketing function.
Reporting to the Manager of Customer Engagement the CRM Manager will play a critical role within the Customer Engagement team to deliver highly engaging emails at scale and work on email automations for the online TK Maxx business.

This is an exciting, dynamic, and varied Project Management role focused on the development and delivery of brilliant CRM related projects to support achievement of annual sales and business goals. Please note this is a 12 month interim contract.

The Role:

The CRM Manager is responsible for helping to create and drive email optimisation initiatives and developing a range of engaging customer programmes that support all elements of a customer’s lifecycle. Under the guidance of the Manager of Customer Engagement the role holder will develop and execute the CRM strategy/ plans.
This role requires a good understanding of personalisation and targeting approaches. The successful candidate will be able to demonstrate a strong understanding of customer behaviour and customer lifecycles to then implement a scoring approach to our customers.

Key Responsibilities

• 
  Own both specific customer journey and test and learn plans to deliver the CRM strategy in line with business goals and priorities

• Working with insights and analytics to help drive implementation of dynamic content in emails at scale

• Participate in reviewing and setting up customer lifecycle automations

• Partnering with third party agencies to help create personalised automated email campaigns, driving email automation set up and roll out at scale

• To take accountability for the creation of a customer scoring model and implementation

• Help drive global ESP projects and initiatives

• Partner with TJX stakeholders where needed across all aspects of the role

• Work collaboratively with the creative team to produce engaging briefs for new customer lifecycle campaigns and content

Operations

• 
  Working with the Manager of Customer Engagement and wider Brand & Marketing team to implement processes, ensuring that they are efficient and integrated

• Working on a set-up of a new way to build emails using a message composer tool including providing initial support with the building and deployment of emails

Team and Relationship Management

• 
  Build and develop strong relationships with key business partners including but not limited to, ecommerce, analytics and loyalty teams.

• Asks challenging and thought-provoking questions to gain understanding

• Supporting the Manager of Customer Engagement to deliver performance objectives for the team in line with business timelines.

• Build strong, effective working relationships with external partners

Key Skills, Knowledge & Experience

• 
  At least 5 years professional experience in marketing and at least 3 years of CRM experience, preferably within a mature Ecommerce business or a CRM agency

• Experience working with email service providers and Google Analytics strongly preferred

• Highly numerate, experience applying 1st party customer data to develop personalised and targeted campaigns

• Experience in managing third party agencies to deliver results

• Experience in managing customer lifecycle programmes including early engagement of prospects and reengagement programmes (Preferable but not essential)

• Solid project management skills with the ability to influence stakeholders

• Experience and understanding of test and learn principles to optimise email performance

• Ability to control and manage to tight deadlines

• Flexible, able to find solutions in uncertain or unknown circumstances, comfortable working ‘in the grey’

• Experience of working with task management tools: Microsoft Word, Excel, Trello, Google Doc’s

• Experience of working within a large retail business or matrix organizations (Preferable but not essential)

What's In It For You?

As proud as we are of our past success, it’s our future that excites us most. We strive to provide opportunities for growth, recognition and a competitive salary and benefits package. Share our determination to think bolder and bigger, and be part of our future. Apply now.