Senior CRM Executive - Loyalty

Apply now Job no: 549829
Work type: Full time
Site: Redditch
Categories: Customer Support
Location: Worcestershire
Salary: Up to £35,000pa plus aligned Benefits
Business Area: Halfords Support Centre

Overview of the role

Due to the success of the Halfords Motoring Club, we have an exciting new opportunity within the Group CRM team for a Senior CRM Executive to help deliver our member communications program. You’ll join the Loyalty CRM team to create multi-channel campaigns that drive customer engagement and lifetime value.

Key Accountabilities

Own the end-to-end management of Motoring Club CRM campaigns, including planning content, liaising with designers and building emails. Support week to week trading, ensuring the best content and promotions are delivered to members at the optimum time. Support the management of the annual member lifecycle, engaging new members, maximizing benefit redemption and minimizing churn. Manage supplier-funded inventory across Group and Halfords Motoring Club and execute solus campaigns as needed. Manage Halfords Motoring Club Partner promotion, working closely with the Loyalty team and external stakeholders to agree content and messaging.  Combine data and technology to create dynamic, highly personalised content and employ test and learn to drive continuous improvement with the goal of maximising engagement. Select data segments to create audiences, ensuring campaigns are targeted at relevant right customers, while ensuring that customers receive appropriate levels of contact. Constantly review performance, at weekly, periodic, and total campaign levels to advise the business on CRM performance and provide fact-based recommendations. Understand member behaviour in depth, using the wealth of data and insight available to respond directly to their wants and needs. Manage relationships with external partners: design agency, data providers and email send provider. Carry out competitor reviews to establish best in class email & CRM activity. Work with the creative agency to ensure emails are optimised for accessibility and they convey messages in an engaging and relevant manner within the Halfords brand guidelines. Ensure CRM campaigns are executed seamlessly across all channels. Assist with the wider CRM programme as and when required. Become a super-user on all Halfords CRM systems.

Key Skills & Experience

Experience working in a similar role – retail, services or a loyalty background an advantage. Good knowledge and hands-on experience with ‘Email Service Providers’ E.g., Marigold Engage+ (Cheetah) Experience of planning campaigns across multiple channels while employing advanced personalisation techniques. Knowledge of Apteco People Stage and Fast Stats and Orbit an advantage. Obsessive attention to detail and takes responsibility for the accuracy of their work. Excellent numeracy skills, with strong analytical capabilities. Strong data mindset and inclination towards fact-based decisions. Hands-on experience defining and selecting customer audiences. Confident individual with excellent communication and copywriting skills. Excellent organisational skills with ability to operate on a wide range of topics and projects at one time. Enjoys working at pace in a fast moving and constantly changing environment. Strong problem-solving skills. A passion for customer experience and constantly curious, obsessed with understanding needs and wants to deliver the right message at the right time and with the right content. Can-do attitude and the determination to achieve results. Productive team member, collaborating effectively with all teams and at all levels of the organisation, who can see how CRM operates within a broader marketing and overall business strategy. Enjoys working as part of a team.

 

 

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