We are looking for a Senior Group CRM Executive to join our team. This role reports into the Group Senior CRM Manager and will enable you to work closely with multiple departments to grow out CRM capabilities across the Group and learn quickly in a fast-paced environment.
This role is based in our London Head Office with the option to work from home 2 days per week.
Key Accountabilities & Responsibilities (include but are not limited to):
Work closely with the Group Senior CRM Manager to develop and update an email communications plan for the Cass Group (Cass Art & SAA) that achieves both commercial targets and awareness of the Cass Group brand mission and manifesto. Work with Buying & Merchandising, Digital, Retail, Membership and Brand teams to ensure campaigns are prepared in good time and filled with engaging content. Demonstrate excellent communication, organisation and project management skills to ensure CRM team prioritise or divide workload effectively and the email communications plan stays on track (briefing, email building, approvals). Ownership of briefing process ensuring creative requirements are briefed in good time. With support from Design and Marketing teams, create engaging and impactful email communications. Oversee CRM Assistant in creation of Product focused emails. Work with our Design team to ensure our email templates and designs are mobile first and in line with industry and design trends. Hands on building emails is required. Work with CRM team to draft concise, focused copy suitable for email and ensuring our tone of voice is consistent. Collaborate with Product Marketing Manager to ensure we demonstrate expertise on Art Materials in our copy. Hands on writing copy where required. Manage our customer database in Ometria, understanding the database and utilising Ometria’s features to increase personalisation and send more relevant communications to customers. Support CRM team in development and roll out of omnichannel loyalty programme. Develop acquisition plan to grow sales of memberships to new and lapsed audiences. Propose new or creative testing initiatives with the aim of increasing customer engagement and overall email performance. Implement test + learn methodology and be always iterating on testing plan. Collate accurate reporting on email campaigns in line with targets and KPIs, recommending follow up actions. Ad hoc assistance to Group Senior CRM Manager on wider marketing initiatives. Desired Knowledge Skills & Experience
Previous CRM experience in a retail business. Results driven and comfortable working with commercial targets. Prior experience working with CRM software. Analytical mindset – thinks creatively, creates hypotheses, looks to test new ideas. Curiosity. Thinks ‘customer first’ and aims to provide the best possible customer experience – is interested in how our customers think. Comfortable using Excel and compiling accurate reporting. Prior experience running test + learn programmes. Prior experience in creating automated emails and customer journeys. Strong presentation skills. Experience writing commercial copy.
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Work closely with the Group Senior CRM Manager to develop and update an email communications plan for the Cass Group (Cass Art & SAA) that achieves both commercial targets and awareness of the Cass Group brand mission and manifesto. Work with Buying & Merchandising, Digital, Retail, Membership and Brand teams to ensure campaigns are prepared in good time and filled with engaging content. Demonstrate excellent communication, organisation and project management skills to ensure CRM team prioritise or divide workload effectively and the email communications plan stays on track (briefing, email building, approvals). Ownership of briefing process ensuring creative requirements are briefed in good time. With support from Design and Marketing teams, create engaging and impactful email communications. Oversee CRM Assistant in creation of Product focused emails. Work with our Design team to ensure our email templates and designs are mobile first and in line with industry and design trends. Hands on building emails is required. Work with CRM team to draft concise, focused copy suitable for email and ensuring our tone of voice is consistent. Collaborate with Product Marketing Manager to ensure we demonstrate expertise on Art Materials in our copy. Hands on writing copy where required. Manage our customer database in Ometria, understanding the database and utilising Ometria’s features to increase personalisation and send more relevant communications to customers. Support CRM team in development and roll out of omnichannel loyalty programme. Develop acquisition plan to grow sales of memberships to new and lapsed audiences. Propose new or creative testing initiatives with the aim of increasing customer engagement and overall email performance. Implement test + learn methodology and be always iterating on testing plan. Collate accurate reporting on email campaigns in line with targets and KPIs, recommending follow up actions. Ad hoc assistance to Group Senior CRM Manager on wider marketing initiatives. Desired Knowledge Skills & Experience
Previous CRM experience in a retail business. Results driven and comfortable working with commercial targets. Prior experience working with CRM software. Analytical mindset – thinks creatively, creates hypotheses, looks to test new ideas. Curiosity. Thinks ‘customer first’ and aims to provide the best possible customer experience – is interested in how our customers think. Comfortable using Excel and compiling accurate reporting. Prior experience running test + learn programmes. Prior experience in creating automated emails and customer journeys. Strong presentation skills. Experience writing commercial copy.
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