By living our values - we play to win, customer obsessed, we are one and it starts with me - we deliver That New Look Feeling for our customers and each other.
The Role: This is a Fixed Term Contract role until April 2026
As the Senior CRM Exec, you will play a pivotal role in the development and optimisation of the New Look CRM lifecycle program. This includes strategically targeting both new and existing customers with tailored communications to increase brand advocacy and purchase frequency.
The Senior CRM Exec will work closely with the CRM manager to design and optimise a range of automated lifecycle programs covering various stages of the customer journey including welcome, post purchase, abandonment and anniversary campaigns across email, app and SMS communication channels.
Leveraging data led insight you will inform campaign strategies and collaborate with cross functional teams to maximise impact and ensure a seamless customer experience.
The senior CRM exec will be responsible for the management and development of one marketing execs.
WHATS IN IT FOR YOU:
- 40% staff discount plus friends & family discounts throughout the year
- Access to our reward platform for external discount and offers
- Private pension scheme
- Virtual GP access for you and your children – it allows you to speak to a doctor at a time and date that suits you
- All employees are covered by our life assurance policy from day one
- Unlock extra leave with our buy more holiday scheme.
- Celebrate YOU! Enjoy an extra paid day off on your birthday each year
- Enhanced maternity, paternity and adoption leave, and shared parental leave.
- Spread the cost of your commute with interest-free season ticket loans
- Do your bit for the environment and save money with our Cycle2Work scheme
- We're proud to partner with the Retail Trust and Fashion & Textile Children's Trust
- Own the day-to-day management of all in-life lifecycle and transactional CRM programs across email, app and SMS.
- Design and develop strategic plans for lifecycle and transactional communications from concept to implementation.
- Collaboration with the CRM exec to deliver robust execution plans whereby results and optimisation opportunities are regularly shared with the CRM manager and wider stakeholder group.
- Drive innovation of New Look’s CRM lifecycle and transactional communications through the development and implementation of a robust testing plan. Generating new ideas for testing and continuously optimising campaigns based on data driven insights to enhance effectiveness and efficiency.
- Utilise customer data, insights and competitor analysis to inform campaign strategies and decision making. Leverage internal and external data analytic tools to monitor campaign performance, identify trends and drive actionable recommendations.
- Collaborate closely with cross functional teams including trade, ecom, performance marketing, brand, social, creative & design and external agencies to identify opportunities and maximise campaign impact.
- Own and manage the reporting process for CRM in-life and transactional programs. Ensuring timely and accurate delivery of performance insights to CRM manager and wider stakeholder groups. Proactively identify opportunities for improvement and drive actionable recommendations.
- Ensure a seamless and consistent customer experience across communication channels including email, push, SMS. Ensure onward customer journeys web, retail, app align to campaign/ customer objectives.
- Serve as a subject matter expert in CRM tools and platforms including but not limited to Emarsys, Odicci, Adobe, Kick Dynamics. Provide training and guidance to the team on CRM tools and best practise.
- Direct line management of one marketing execs, providing guidance and support to foster their growth and development.
- 4+ years’ experience in a CRM role with a digital focus which demonstrates previous Email marketing experience
- Deep experience in driving CRM acquisition/ price and promo strategy.
- An experienced candidate who is comfortable identifying opportunities to maximise application of customer segmentations
- Passionate about the customer and understand the commercial benefit to be gained via increasing relevancy of communications
- A confident communicator who is able to both influence at senior levels, commercially astute and challenge the norm
- Outstanding work planning and time management skills: ability to prioritize
- Ability to build performance reports and build business cases and perform thorough sense checks on numbers
- Able to appropriately combine attention to detail with the longer-term big picture/strategic thinking
- Intermediate/advanced excel, experience with Google Analytics or Omniture
- Experience working with an Email service provider (preferably Emarsys or similar tier 1 platform)
- Proficient in Microsoft Excel, Word and PowerPoint
- Experience working with analysts or a data agency desirable
- Experience in Personalisation tools such as Kick Dynamics
- Build and work within brand guidelines
- Comprehensive understanding of the Campaign management process, briefing, designing, proofing and delivery management
- Educated to a degree level or other equivalent qualification
We care about you and the planet and believe fashion should be a force for positive change. We celebrate inclusion and diversity in everything we do. We’re proud of our inclusive culture and our talented team members who embrace our shared purpose, behaviours and values.
We prioritise development, offering training to support your progression, so you can be your absolute best and achieve your goals.
We pride ourselves on being a flexible employer, our colleagues work a range of patterns. If you have a specific pattern in mind, we're keen to discuss this with you in line with the output needed for the role.
Please ensure that your CV is in simple format e.g. Microsoft Word when applying using your CV to ensure smooth application process.
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