CRM Assistant

Role Overview:

The CRM Assistant will help to deliver our CRM strategy by planning, supporting, and delivering our multi-channel CRM program across App, Email, and other touchpoints as relevant. You’ll be a part of a fast-paced environment, tasked with driving customer engagement and retention.

Key Duties & Responsibilities:

• Plan and deliver effective communications for customer retention, revenue and engagement:-
• Install, evaluate and improve CRM Comms:-
• Lifecycle automated programs, BAU newsletters, dynamic email content, app push notifications, in-app messaging, and other touchpoint impacts.
• Leverage data to deliver a personalised and targeted journey for the Beauty Bay customer, and ensure a fluid journey exists to on site content.
• Ensure effective end-to-end delivery of CRM Comms including planning, briefing, copywriting, set up, proofing, translation, implementation, and campaign / weekly reporting.
• Execute and help to develop customer segmentation, with communications that are appropriately targeted for best impact with territory and translation consideration.
• Drive success via the CRM testing programme, ensuring good visibility of overall results and testing mechanics to improve KPIs.
• Understand and deliver to business objectives, adding a proactive impact to wider business KPIs, including customer satisfaction and product initiatives across territories.
• Engage with relevant third parties like Emarsys for ongoing development, account management, best practice and technical developments.
• Work closely with the commercial, brand and trading teams to plan CRM contact and content strategy to maximise revenue opportunities, and with Data partners to leverage customer insight.
• Act as an impactful CRM representative as required in projects and inspire CRM success.

Skills/Experience/Knowledge Needed:

• Accuracy in content and data, and strong organisational and teamwork skills.
• Aptitude in understanding and delivering excellent customer outcomes at every touchpoint.
• Experience / Interest in email and app technology – Emarsys experience preferred.
• Commercially minded with a creative awareness.
• Flexible and adaptable - experience of working in fast-paced retail is ideal.
• 12 months experience within a CRM role is essential.