CRM Lead
The Role
CRM Manager
Full Time 39 Hours
Permanent
(Hybrid working-Head Office Windermere-minimum 3 days per week)
AboutThe Role
In this role you’ll be responsible for improving customer retention and growth through planning, development and delivery of all customer marketing via email, push and SMS channels.
Reporting into the Senior E-Commerce Manager and working alongside the other Digital Channel Leads, this role will be responsible for delivering the forecasted sales targets for these channels.
This role is responsible for all weekly marketing email and push activity as well as reviewing and monitoring the suite of active behavioural campaigns and making amends and improvements to these based on insight gathered from the broadcast platform. The role has individual accountability and responsibility for the segmentation, production, broadcast and reporting of these programmes long with continual refinement against all major KPIs of open, click, conversion, AOV and CLTV.
About You
You’ll be extremely well organised and deadline driven, with the ability to plan and juggle multiple concurrent timelines in a fast-paced environment, coping well under pressure.
Commercially savvy, with the ability to balance data and creativity to make decisions likely to boost customer engagement as well as drive a commercial response. You’ll have an advanced level of numeracy and excellent written and verbal communication with strong attention to detail.
You’ll need to have the ability to build and nurture positive relationships with key stakeholders across the business, influencing and collaborating to deliver positive outcomes.
Importantly you’ll be a team player, able to collaborate with others whilst positively challenging and welcoming feedback to drive self improvement.
Essential Experience
Proven hands on CRM experience, specifically in planning, developing and delivering BAU marketing and automated campaigns triggered from behavioural data ideally in a multichannelretail business with a significant online presence
• Proven experience in articulating a strategic CRM roadmap, getting buy-in from stakeholders and taking them on the journey as it is delivered
• Proven experience in reporting results and using them to guide future decisions
• Experience of using consumer insight to inform the execution of targeted customer communications
• Proven 3rd party relationship management experience with an ESP
• Experience of using an ESP to build and send effective communications
• Good computer literacy - Microsoft Excel, Word and PowerPoint
About Lakeland
Founded in the early 60s, with the same strong values of quality and customer care now as when we first started. From selling plastic bags for home freezing from the Rayner family garage in Windermere, to over 4000 kitchen and home products today, Lakeland has grown to the extent that we now send out thousands of parcels a day from our Kendal despatch centre, and we have stores nationwide, stretching from Aberdeen to Exeter, with more in the pipeline.
Benefits
There are many benefits to being part of the Lakeland team. Other than being part of a huge and happy working family, our colleagues are rewarded with a competitive salary, and a group personal pension plan.
There are 29 days’ paid holiday (including bank holidays) and generous discounts on our products. We offer a great retail environment, and the chance to be part of a team who like to work and socialise together.