CRM Manager (Lifecycle) - Dorothy Perkins & Burton

London

Who we are:

Burton’s are one of British fashion’s true pioneers. Our founder Montague Burton revolutionised men’s tailoring making the well-cut suit and the sharp shirt accessible to the working man. He was even responsible for creating the Fully Monty: a demob suit for returning war veterans which incorporated a suit, shirt and tie.

Dorothy Perkins is for every woman: our clothes come in sizes 6 to 28 with dedicated Tall, Petite, Plus Size and Maternity collections, all with a focus on a feminine, flattering fit. With an extensive selection of shoes, boots, bags and accessories, you can find the perfect finishing touches at DP. Plus, with weekly in-store updates and daily online drops, there’s always something new to discover.

The Role:

Working closely with the Lead CRM Manager, the eCRM Manager will be responsible for the continued engagement, retention and conversion of the global customer and prospect database. This role covers management of all email communications.

Day to Day:

  • Actively plan and carry out ECRM initiatives, campaigns, projects, roadmaps and ongoing activity with the customer journey in mind.
  • Develop and oversee all customer & prospect email communications, including daily/weekly marketing emails with particular focus on essential email marketing programmes (e.g. on boarding, reactivation, abandon basket etc…), service emails and adhoc requirements
  • Manage and develop the different touch points to collect data, upload and maintain and grow the database and enable a closer single customer view
  • Use data and insight to identify customer life-time values and model segmentation to drive customer value and retention
  • Define and act upon the different customer lifecycle stages, developing the content calendar and ensuring quality, on-brand content is served at the right time, format and place
  • Taking ownership of performance and regularly report on KPI’s on a weekly, monthly and adhoc basis Continuously generate insights and analyse and use key learnings to improve and develop best practice
  • Support the management of the ECRM budget to ensure all communications and projects come in on budget. Forecast costs and activity to assist with planned budget requirements
  • Testing and learning to enhance the customer and prospect communications. Make data driven recommendations based on customer behaviour, email interaction and purchase history
  • Ensure correct tracking and report on detailed campaign analysis, key trends and overview information on content and contact strategy performance
  • Develop intelligent segmentation by working with wider Digital team and ESP
  • Keep up to date about best practice for ECRM communications and fashion to develop and enhance the Dorothy Perkins and Burton Menswear programme. Carry out regular research and competitor analysis
  • Ensuring that all communications are delivered to guidelines for the brand and channel.
  • Work with offline marketing teams to integrate CRM and Email into offline events and with retail ops on initiatives and staff incentives to increase data capture
  • Report on weekly email results and make recommendations on email KPI improvement
  • Own the customer email database including data hygiene, profiling, segmentation and extraction
  • Manage the relationship with our Email Service Provider

 

Must Haves:

  • Proven experience in an email marketing & CRM role within a ecommerce or email-led business
  • Exceptional practical and day-to-day knowledge of email marketing and loyalty marketing
  • Comfortable working with Excel and databases with a keen focus on customer insight, data and spotting trends and opportunities
  • Experienced working with CRM databases, email platforms and tracking, measurement and analytic tools
  • Proven ability in shaping and implementing successful CRM and Email strategies, involving customer life-cycles, customer lifetime values, segmentation, content and contact strategies
  • Understanding of digital customer marketing channels
  • Exposure to mobile marketing and social media activity
  • Effectively create strong relationships with co-workers, leverage both internal and external resources, and deliver projects on time and within budget
  • Exceptionally strong analytical skills & proven capability to use data to drive business decisions
  • Strong communicator, able to simplify complexity and argue the case for action & marketing optimization
  • Must be detail-oriented, deadline driven, and able to multi-task with solid organisational and time-management skills
  • Good creative appreciation and copy writing skills with the ability to contribute fresh and innovative ideas

The exciting Part

  • Early finish Fridays during Summer!
  • 25% discount across all our fab 8 brands to shop until you drop
  • Stunning London offices with a restaurant, bar and beauty salon to always look and feel your best
  • Regular sample sales to refresh your wardrobe at fractional prices
  • Fun, inspiring and ambitious colleagues pushing the boundaries across the whole business
  • Regular competitions to win amazing prizes
  • Events to support our diverse range of charities

We regret, due to volume, only suitable applicants will be contacted


You’ll find every Arcadia brand shares the same values. We all start with letting people be themselves. We are informal while professional, and we are all about mixing fun with commercial nous. Throughout your career with us we will help you develop, and give you the chance to influence our future. It's not only our products but our people who drive our success. Our people are at the heart of everything we do.

 


We regret, due to volume, only suitable applicants will be contacted.

You’ll find every Arcadia brand shares the same values. We all start with letting people be themselves. We are informal while professional, and we are all about mixing fun with commercial nous. Throughout your career with us we will help you develop, and give you the chance to influence our future. It's not only our products but our people who drive our success. Our people are at the heart of everything we do.