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CRM Manager Inactive job Remote job - United Kingdom
Lick
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United Kingdom
London
3 years of experience
Bachelor education
40 hours per week
Retail
11-50 employees
Medior
27 holidays
PTO
Pension Plan
Paid maternity/paternity leave
Development budget
Paid sick leave
Employee Discount
Medical Insurance
OmetriaA
MS Office

About The Role

CRM is a core function within the business - from supporting customers in their journey to first selecting their perfect colour, to ensuring our decorators are equipped with the confidence to transform their homes.


At Lick we’re rapidly scaling and expanding the channels through which customers can buy our products. We’re looking for a commercially driven CRM Manager to devise & deliver a scalable world-class CRM strategy that supports revenue objectives and helps build brand as we enter this exciting phase of growth.


The role will require you to get underneath the user journey, immerse yourself in our rich insights and devise a strategy that supports our customers through their decorating journey.


You will be data-driven, have immaculate attention to detail and able to recognise and execute opportunities that support revenue objectives.


Reporting to Head of E-Commerce Performance, you will play an integral role in our growth and success. You will be accountable for delivering against commercial KPI’s, driving continuous improvement in process and designing a roadmap that drives impact across the business.


This is a key role for the business that will enable us to scale and drive multi-channel growth, working in an experienced digital team with exposure across the company.


Responsibilities


What you will be doing:

  • Lead & grow the CRM provision across Lick.
  • Develop and implement a strategy for lead generation and supporting customers from their initial sample purchase through to their first tin of paint.
  • Create bespoke experiences to help drive incremental value for both our customers and the business.
  • Design & execute automations that support customer acquisition and retention from initial strategy and wireframing to arrival in the decorators inbox.
  • Be obsessed with data and use actionable insights to take quick action that drives impact and continuously optimise and improve our automations and broadcasts.
  • Create and own a segmentation strategy that delivers a best-in-class experience for customers.
  • Own and manage the relationship with our ESP (Ometria) ensuring we are set-up for success and maximising the functionality of the platform.
  • Own on-site data acquisition pop-up tools and process.
  • Create a robust reporting framework and ensure thorough weekly reporting.
  • Design & execute a testing roadmap to continuously evolve our CRM provision in-line with best practice.
  • Work closely with our Brand team to design and deliver high-quality content to relevant audiences in our weekly newsletter, including collating and distributing relevant creative content.
  • Work collaboratively with the Brand team in supporting campaigns to ensure we’re delivering a best-in-class, consistent experience for customers during key moments & peak trading periods.
  • Provide strategic counsel on best practice and opportunities that are able to drive incremental revenue.


Requirements


Experience:

  • 3+ years experience in a similar CRM role.
  • Experience with Ometria. Highly competent in email marketing and ESP tools.
  • Demonstrable experience in leading & informing a CRM strategy, and providing strategic counsel on CRM best-practice.
  • Experience in a fast-paced environment (high-growth start-up preferable)
  • Has experience in relentless prioritisation in order to drive maximum impact across the business.
  • Demonstrable experience in using data and insights to inform decision-making while reporting on key metrics.
  • Looker & other analytics platforms (we use Amplitude).
  • Previous experience working in an e-commerce and/or multi-channel retail is preferred.
  • High level of understanding and demonstrable experience of online marketing principles including segmentation and split testing and experience working within GDPR.
  • Ability to showcase direct impact on business performance.


Qualities

  • You are truly passionate about customer experience and engagement. You can speak at length about what this means and how a role like this can make impact.
  • An aptitude for data and and experimentation.
  • A multi-tasker. As part of working in a fast-growth start-up, the ability to manage competing priorities with evolving levels of importance will be crucial.
  • A great communicator. Your verbal and written communication skills are strong, you can clearly share your ideas and data to support them.
  • Good attention to detail. Willing to roll your sleeves-up and get stuck into the small details.
  • Self-motivated, enthusiastic and comfortable taking on new pieces of work with autonomy whilst also great at working as part of a team.
  • A creative mindset that can help bring our brand to life through CRM.


Benefits

  • 26 days holiday (plus your birthday off) + Bank Holidays + December holidays (around 22nd December-3rd January for most roles). We aim to power you to own your time and expect everyone to take minimum 22 days off annually.
  • Flexible Working - owning your time underpins our Wellbeing strategy. We all have a specific number of contracted hours to work per week, once you deliver on your role requirements as expected, you can start earlier, leave earlier, take a shorter lunch, leave a bit later, it's totally up to you.
  • £300 allowance for Lick products.
  • Private pension scheme
  • Vitality Healthcare with added Mental Health package (plus full cover for therapy and counselling).
  • You’ll get the first-hand experience of being part of, and growing with high growth, super early stage, fast-moving, and ambitious company.
  • Relaxed work from home policy (UK employees use the office 2-3 days each week) with the option to use more or less depending on your personal situation (no one size fits all).
  • A growth-focused team, you will enjoy monthly Deep Dive sessions from your fellow teammates and regular Skills sessions.
  • Contribute to building and scaling a culture where wellbeing is part of how we do things, not just a bonus.
  • Lots of amazing opportunities to get to know other members of the team at different team events and have an impact on our culture through our Belonging Impact Group and beyond.
  • A proactive approach to creating a working environment that supports/reflects our team member's unique personal needs..
  • You are hopefully reading this and thinking I can't wait to be part of the team that makes this even better as the company grows ;)


Lick is an equal opportunity employer and committed to creating an inclusive environment for all of our applicants. We do not discriminate based upon race, religion, colour, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.


Lick
Piano House , Brixton
England SW9 8DJ
London
United Kingdom