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Multichannel CRM Manager

Bury, England



At a Glance

  • Established in 1981 with a single store in the North West of England, JD Sports Fashion Plc is a leading international multichannel retailer of sports fashion and outdoor brands.

The Group has over 2,400 stores across a number of retail fascias and is proud of the fact that it always provides its customers with the latest products from the very best brands.

The Group embraces the latest online and instore digital technology providing it with a truly multichannel, international platform for future growth.

The Role

  • The purpose of this job is managing the customer database and CRM activity on JD Sports including email, Push and SMS as well as creating best practice across all selections, reporting observations and providing recommendations to key stakeholders within the business.

Key responsibilities

  • Managing campaigns and driving best practices across JD Sports for email. Push and SMS.

  • In the role, you will support the Group Head Of Marketing with test and learn programs and work closely with the insight team on ROI improvements.

  • Improve ROI of campaigns, through better selections, including using available targeting and segmentation tools (e.g. propensity, value segmentation) to best effect as well as creating new targeting techniques.

  • Managing the customer database, ensuring that it is cleansed and that we are protecting our deliverability reputation by targeting customers effectively by monitoring IP’S and working with Return Path and other Heads of and leads across the group.

  • You will understand the customer lifecycle, implement test and learn in order to optimise communications across all channels, email, SMS, print, social and outbound.

  • Work closing with the JD team developing key campaigns such as JDX, e gift card, staff app and student programmes to drive sessions and sales.

  • Work with the group Head of CRM monitoring group targets and costs on a daily basis as well as organising regular catch ups with other groups leads.

  • Defining and implementing segmented and promotional email communication plans including lifecycle programmes and behavioural targeting.

  • Implementing measures to reactivate lapsed and dormant customers plus recommending plans for divesting old data.

  • Working with the multichannel, buying and merchandising teams to plan promotional email campaigns promoting key product areas and brand messages.

  • Continued analysis and measurement of email, push and SMS performance and benchmarking against competitors and other leading retailers for best practice.

  • Continuously analysing and reporting site and content performance and recommending improvements and developments.

  • Manage 3rd party review services and relationships such as feefo, trust pilot and power reviews as well as customer experience team.

  • Conduct a monthly NPS survey & strive to achieve a higher score each month this will also involve working and developing a relationship with customer care on how to drive increased scores.

  • As part of the Multi-Channel team, setting a great example to all colleagues of the business.

Skills & Experience needed

  • Experience of CRM programs is essential
  • Ideally a retail marketing background
  • Line management experience
  • Strong stakeholder management
  • Digital analytics (GA/web tools)
  • University graduate or equivalent marketing qualification is advantageous.
  • Strong influencing skills
  • Strong organisational skills and a good multi-tasker is essential

Posted 14 days ago

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