• Salary: Competitive
  • Location: Whyteleafe, Surrey
  • Job type: Permanent

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CRM Manager

Ann Summers is an iconic empire and multi-channel retailer. Our journey has been paved by the Golds and we've got one hell of a heritage to be proud of. 44 years, over 2 million Rampant Rabbits, 131 stores and we're still throwing 7,000 parties each week.

Working for us certainly isn't for the faint-hearted but it is for the passionate, the daring, and the expert! Our Headoffice is passionate about Ann Summers, and why wouldn't they be when our ultimate vision is to help every women in the world feel like the sexiest women in the world.

We are looking for a CRM Manager with high levels of energy and passion for all things Ann Summers:

How does this Role support fulfilling Our Vision: 

- Through helping frame and plan the long term Sales and Margin targets required from the CRM Channels
- By executing the strategic projects under our ‘Customer Insight’ and ‘Retention’ Pillars
- Helping the Senior CRM Manager shape and steer the CRM strategy across all stakeholders, including at Board level

Summary of Key Activities:
* Drive the top line customer segmentation strategy alongside the CRM Executive (using both RFM + Personas). This involves creating robust frameworks (e.g. test and learn / hypothesis testing) for the CRM Team to execute day-to-day operations within.
* Ownership for growing the volume and quality of the contactable database.
* Customer Journey Mapping – all CRM activities should be mapped end to end to ensure perfect execution which drives results. This will also include being the voice of customer data across all departments.
* Lead the development and deployment of all new CRM initiatives to drive personalised, engaging customer experiences. This will include working cross-departmentally with multiple stakeholders.
* Be the main point of contact for the CRM Systems/ 3rd Party Suppliers. You will provide leadership in the investigation and resolution of any issues with the data.
* Manage CRM budget.
* Meeting of the Company’s Values.

Key Skills Required: 
* Minimum 2-3 years’ experience as a CRM Manager within either the Retail and/ or Travel Industry
* Demonstrable evidence of achieving financial and customer retention targets for email/CRM marketing
* Analytical skills e.g. able to interpret data and insight to drive actionable changes for both business and customer benefit
* Experience in collaborating with colleagues from other departments (e.g. Business Change, Design) to achieve goals
* Experience using one or more ESP is essential
* Experience in the creation and use of customer segmentation for CRM activity
* Experience in building and implementing manual and automated campaign activity
* Experience in building and implementing CRM programmes across multiple customer touchpoints and trading channels
* Previous line management experience
* Excellent communication and influencing skills including a high level of written and spoken English
* Proactive with a drive to get hands on and `stuck in`
* Strong and vibrant personality who is confident and comfortable working autonomously
* Ability to prioritise and deliver to deadlines
* A drive to stay up-to-date with email marketing technology and CRM & consumer trend

We are the company we are because we do everything we can to make every day fun whilst making a real difference to the sex lives of people around the world. We promise that when you work with us at Ann Summers it will be fun because if you are going to work for a living, it should be doing something you love so apply today and become part of the team that Love Work!

We regret that due to high volumes we are unable to acknowledge every application. All successful candidates will be contacted as soon as possible to discuss the role and their experience further.

Ann Summers complies with all GDPR policies and by responding to this ad your details will be kept on record for a total of 6 months unless expressed otherwise.

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