Role Overview: The CRM Assistant will help to deliver our CRM strategy by planning, supporting, and delivering our multi-channel CRM program across App, Email, and other touchpoints as relevant.
You'll be a part of a fast-paced environment, tasked with driving customer engagement and retention.
Key Duties & Responsibilities: Plan and deliver effective communications for customer retention, revenue and engagement:- Install, evaluate and improve CRM Comms:- Lifecycle automated programs, BAU newsletters, dynamic email content, app push notifications, in-app messaging, and other touchpoint impacts.
Leverage data to deliver a personalised and targeted journey for the Beauty Bay customer, and ensure a fluid journey exists to on site content.
Ensure effective end-to-end delivery of CRM Comms including planning, briefing, copywriting, set up, proofing, translation, implementation, and campaign / weekly reporting.
Execute and help to develop customer segmentation, with communications that are appropriately targeted for best impact with territory and translation consideration.
Drive success via the CRM testing programme, ensuring good visibility of overall results and testing mechanics to improve KPIs.
Understand and deliver to business objectives, adding a proactive impact to wider business KPIs, including customer satisfaction and product initiatives across territories.
Engage with relevant third parties like Emarsys for ongoing development, account management, best practice and technical developments.
Work closely with the commercial, brand and trading teams to plan CRM contact and content strategy to maximise revenue opportunities, and with Data partners to leverage customer insight.
Act as an impactful CRM representative as required in projects and inspire CRM success.
Skills/Experience/Knowledge Needed: Accuracy in content and data, and strong organisational and teamwork skills.
Aptitude in understanding and delivering excellent customer outcomes at every touchpoint.
Experience / Interest in email and app technology – Emarsys experience preferred.
Commercially minded with a creative awareness.
Flexible and adaptable - experience of working in fast-paced retail is ideal.
12 months experience within a CRM role is essential.