CRM Specialist
Role details
Job location
Tech stack
Job description
LONDON Our London office is located in Old Street, London's tech hub, and is home to a broad range of teams including Commercial, Marketing, and Creative. Our open plan space is ideal for collaborative working and sharing ideas. We also have a large outdoor terrace which is the perfect spot to have a team lunch or host events. THE ROLE We are looking for an outstanding CRM Specialist to focus on developing CRM communications at FARFETCH - planning and executing best-in-class acquisition and retention programs, driving engagement, and delivering against commercial objectives. The role will be ideal for someone who is looking for an opportunity in a fast-paced environment and wants to make an immediate impact in a growing area of the business. You will be a strong communicator and passionate about all things digital, personalisation, and customer retention. Reporting into the Interim Senior CRM Manager, you will also work closely with the wider marketing department and commercial teams to deliver CRM communications in line with the strategic direction. WHAT YOU'LL DO *
- Plan and execute CRM campaigns, including, but not limited to:
- Planning content for CRM marketing communications (email, push, in-app messages) in line with commercial priorities across full price and promotional periods
- Briefing campaigns to stakeholders in online merchandising, creative, linguistics, and analytics teams using project management tools (Monday.com)
- Building campaigns and flows within our email service provider (MoEngage)
- Proofing and deploying campaigns in a timely fashion, to a high standard and with an exceptional degree of accuracy
- Working with data and analytics to segment communications to relevant audiences based on membership status, preferences, demographics, and other attributes
- Optimisation of campaigns through continuous test & learn activity including testing of subject lines, creative, frequency and data science models
- Monitoring and reporting on CRM campaign performance and trends
- Liaise with local teams to support regional priorities, as well as media monetisation teams to support advertising placements within CRM calendar
- Support the development of personalised and automated CRM campaigns, utilising the latest CRM technology to improve relevance. Leverage dynamic modularisation capabilities to increase the number of variants and level of personalisation within CRM campaigns
- Conduct regular analysis and reporting for CRM activity and make recommendations based on results. Carve out your own test & learn roadmap to drive continuous improvement
- Liaise with wider teams (Online Merchandising, Consumer Product (Comms, Recommendations), Data Analytics, Creative, Loyalty, Private Client) to launch new growth driving initiatives
- Work in a fast paced and reactive environment to drive CRM performance
Requirements
- Experience working with MoEngage or similar tier 1 email service provider (Bloomreach, Braze, Responsys)
- Comfortable in presenting to senior stakeholders and using data and insight to explain decisions with excellent communication skills
- Confident manipulating performance data and turning it into actionable insights. Proficient using Microsoft Excel/Google Sheets
- Comfortable working under pressure, and able to work reactively based on changing business needs; someone with high energy
- Exceptionally well organised with strong attention to detail
- Desire to drive forward change and optimisations for a crucial, growing business function
Benefits & conditions
- Employee Pension Scheme
- Flexible Benefits Program
- Health Insurance & Critical Illness cover
- Flexible work environment (3 days a week in office, 2 days WFH)
