Senior CRM & Loyalty Coordinator

Key Responsibilities:

• Development of targeted CRM initiatives across multiple channels (Stores, Website, Email, App, SMS, Print) from ideation through to execution, launch, and reporting.
• Work with the CRM & Loyalty Manager to support on conversations with both prospective and active brand partners across the Data Sharing Programme (brand funded CRM).
• Work with Buying teams on Joint Business Planning process for the brands, incorporating CRM & Loyalty.
• Build customer segments and multichannel campaign journeys based on business objectives and customer behaviours.
• Work with the Customer Insights Team and CRM & Loyalty Manager to create comprehensive data-driven campaign action plans for brand partners.
• Produce post-campaign analysis and reporting, identifying insights and recommendations to optimise future activity.
• Coordinate CRM activity across multiple cross-functional stakeholders (both internal and external). This role involves the production of creative assets (digital and physical) for CRM campaigns and liaison with the Buying teams and Distribution Centre for CRM sampling activity.
• Manage end-to-end campaign execution via our customer data platform (Optimove) to create targeted promotions and campaign flows, build customer segments and produce post-campaign reports.
• Support the CRM & Loyalty Manager in preparing presentations, campaign proposals and results summaries for internal and external stakeholders.
• Liaise with internal Creative, Category, Tech, Ecom and Customer insights teams as well as external brand partners and agencies.
• Support the CRM & Loyalty Manager in delivering loyalty initiatives designed to drive engagement, retention and customer lifetime value from our top-tier (Deluxe) loyalty members
• Support improvement in key business metrics, including loyalty programme sign-up rate, second purchase rate, year-on-year retention rate and customer lifetime value.
• Responsible for maintaining campaign calendars, project plans and trackers to ensure smooth delivery across multiple concurrent projects.
• Qualifications, Knowledge, and Experience:
• 3 years+ relevant CRM and/or marketing experience
• Mandatory: hands-on experience of CRM campaign build / implementation including customer segmentation
• Previous experience of working on a loyalty programme would be advantageous
• Previous experience of working in a multichannel retail environment preferable, i.e. bricks and mortar stores and ecom
• Previous experience working cross-functionally across departments
• Strong presentation skills
• Experience managing external stakeholders (e.g. agency partners, brands)
• Understanding of: customer databases and permissions, including GDPR, response-driven design, copy and creative & on-brand marketing communications
• Personal Attributes
• Must be an excellent team player; possessing the ability to build, foster and nurture strong relationships
• Natural ability to think creatively and outside the box
• Highly organised with meticulous attention to detail
• Excellent time management skills
• Excellent communication skills
• Ability to work in a fast-paced environment
• Self-confident with good presentation skills
• You will be results driven and commercially aware
• You will be self-motivated, pro-active and demonstrate strong organisational skills
• Please note that only successful candidates will be contacted.
• All applicants must have the right to live and work in the UK.
• If you want to find out more about us, what it is like to work for us, all about our benefits, and our pledges on Diversity, Inclusion and Belonging, please visit our website.
• Space NK are an equal opportunities employer.
• How We Will Use Your Information
• We will use the information you provide to us with your job application to help us process your application for the specific job you have applied for. If you apply speculatively, we will process your application for the job/relevant business area that you detail within your email.
• Please note that our current system does not use an automated filtering system.
• All applications made via the website, through a third-party website or in-store will be kept on file for a period of 12 months.
• This information will be retained and used to assess your suitability to similar positions that may arise in the future, or if the initial vacancy becomes live again during the 12-month period. If you would prefer us to not hold your information on file/ you wish to be ‘forgotten’ if you are not offered a position with Space NK, please email your ‘right to be forgotten’ to our recruitment email address with RIGHT TO BE FORGOTTEN as the title of the email. We will always inform you when we have deleted your application details, otherwise we will treat your application as consent to us holding this information.