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CRM Manager

Watford, Hertfordshire, England

Excellent + benefits + bonus

Permanent (Full time)

Working within the Multichannel function, this role will play a key part in helping to deliver the long-term CRM strategy for Wickes. This role involves maximising value from our Showroom Kitchen & Bathroom proposition, through technology, insight & data-driven acquisition and retention strategies.

Main Responsibilities

  • Work with stakeholders & agencies to understand the most appropriate opportunities to support through CRM.
  • Develop CRM plans & contact strategies which support optimization & growth of the CRM program.
  • Make recommendation on evolving the CRM strategy based on new insights
  • Oversee core trading CRM deployments, to ensure that a best practice approach is applied & activities evolve in-line with the CRM strategy.
  • Champion best practice testing methodology to enhance the effectiveness of CRM activities.
  • Work with key stakeholders in Wickes to continually optimize the customer journey & overall experience for K&B.
  • Deliver against agreed CRM objectives within the Showroom Customer Plan.

Channel Development

  • Set and drive the CRM strategy to support the companys overall objectives

  • Initiate analysis of customer base to gain insight of new contact opportunities

  • Drive automation of existing manual processes in-line with the overall CRM Development Roadmap

  • Build business cases to gain approval for system enhancements.

Measurement & Insight

  • Develop meaningful MI reporting to support key stakeholder and business requirements
  • Ensure all campaigns & programs have a success measure
  • Provide performance summaries on DIY, Kitchen & Bathroom CRM activities


  • Manage forecasting and budget allocation across all Showroom Kitchen & Bathroom CRM activity
  • Manage Purchase Order and Invoices in-line with agreed business process.

Key Relationships

  • Core Trading (Showroom & Take Away)
  • eComm Trading
  • Showroom Marketing
  • Multichannel Development
  • Insights
  • CRM Development
  • Agencies
  • Studio

Posted 22 days ago

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