Working at Stella McCartney is a truly rewarding experience. As a luxury fashion company with a strong ethical standpoint we are leaders and innovators in our industry. Overview The CRM Manager at Stella will oversee the development of programs, roadmaps, and Customer Relations strategies. You will develop and drive the CRM and email strategy to support customer acquisition, retention/reactivation, improving conversion, building customer engagement and supporting our business’ KPIs. A clear vision on how to leverage consumer behavioural, lifestyle, transactional and demographic data is needed. The CRM Manager will also deliver relevant marketing programs through multiple communication channels, with a vision of growing customer loyalty. The successful candidate will be able to think outside the box and deliver a program that champions the customer at Stella McCartney, with a view to things like personalisation and loyalty. Your Mission • Build and execute the 3-year CRM roadmap championing Digital channels • Lead and develop Digital CRM strategies across multiple channels, keeping a focus on business KPI’s • Own & drive Digital CRM channel – develop the CRM Lifecycle strategy to drive customer loyalty and retention • Leverage data to deliver personalised customer journeys • Develop a 1-2-1 Clienteling strategy to drive loyalty for our top Digital customers • Develop a data capture strategy for the brand across the website • Build customer journeys using marketing platform workflows, in line with the brands customer personas • Oversee BAU email marketing strategy including segmentation, optimisation and execution. • Analyse and segment different audiences within their email database to better target communications and engagement levels, running A/B testing • Work closely with other internal teams in the business including Merchandising, Retail, IS&T, Comms and Marketing teams. Your Talent • Experience in CRM/Email Marketing • Experience in customer database growth • Ecommerce background – Retail, Fashion, Accessories, Beauty, Lifestyle • Strong experience with Marketing platforms (i.e. Salesforce, Klaviyo) • Comfortable with using data to improve performance • Experience in editing and manipulating HTML/SQL • Experience with reporting customer database health & campaign performance • Experience working in a hands-on environment • Able to work effectively with others and independently • Good working knowledge of data analysis and segmentation • Hands-on experience with Google Analytics • Experience in accelerating delivery and implementation of CRM systems in a successful CRM team • Confident, cross-functional collaborator, good communication skills, excellent project management skills, creative skills, and a process-focused aptitude • Outcome focused and able to drive lasting change • Ability to manage key stakeholders and forge relationships Reward Our philosophy is to go beyond monetary return and consider ourselves responsible for your wellbeing, your family, your health, your time and the community. • Up to 50% discount on Stella McCartney products • Matched pension contribution up to 6% • Extensive private medical and critical illness insurance, as well as life assurance • Annual Health Screening • 25 days annual leave (not including Bank Holidays) + 1 day of Birthday leave • Flexible working/core hours • Enhanced Maternity/paternity packages • Matched Give as You Earn charity scheme • Discounted gym and fitness memberships (Classpass) • Health cash plan • Physical and Mental Wellbeing Support Services • Employee referral bonus • Optional/ Paid Benefits: Season ticket loan, cycle to work and tech schemes, travel and dental insurance and much more. We welcome people with disabilities and endeavour to make reasonable adjustments, if you do require such adjustments please let us know within 48 hours of your interview. At Stella McCartney, we like to be bold. For us this means challenging ourselves and the wider industry in which we operate. As part of our commitments to inclusive fashion, we have an ambitious strategy to put diversity, equity and inclusion at the centre of everything we do. Our starting point is to create a workplace where different voices are respected, heard and empowered in equal measure regardless of factors such as culture and backgrounds, and to influence and disrupt fashion and other industries by providing opportunities for global diverse talent to shine.