CRM & Email Marketing Manager
Location
Hammersmith, Greater London | United Kingdom
Job description
DeMellier is a fast-growing award-winning designer fashion brand based in London. DeMellier has been awarded twice by the British Luxury Association WALPOLE, recognising its commitment to innovation, craftsmanship and the highest standards of quality.
Its handbags have become a favourite among women all over the world, including celebrities such as Beyonce, Irina Shayk, Emily Blunt, and January Jones among others. In addition to its direct-to consumer business, DeMellier is stocked in leading department stores such as Net-a-Porter, Saks Fifth Avenue, Le Bon Marche and Neiman Marcus among others.
Beyond creating beautiful products, DeMellier's mission is to be a force of positive influence in the fashion industry. Creating products by women for women, made with integrity while giving back to those less fortunate. For every item sold DeMellier funds vaccines and medical treatments aimed to save the life of a child in need.
As DeMellier’s CRM & Email Marketing Manager, you’ll be responsible for all of our broadcast and automated email marketing campaigns as well as the brand’s customer retention strategy. You will be the main champion of DeMellier’s customers within the business, continuously finding out more about our customers so that we can serve them better as we grow.
Job Responsibilities:
EMAIL & SMS MARKETING
- Be the lead in planning all of our email and SMS marketing 1-2 months in advance ensuring that the email content aligns with the marketing calendar.
- Lead our efforts in testing strategies around creative, messaging and segmentation ensuring the tests’ objectives and subsequent results are clearly communicated to the wider team.
- Be the champion for Klaviyo within the business ensuring we are using as much of its capabilities as possible.
- Work closely with the Creative team to ensure our email designs follow best practice on both desktop and mobile devices.
- Be the lead on all of our automated flows/triggered emails continuously suggesting new ways to improve and ideas to test.
CUSTOMER RETENTION
- Own the customer lifecycle strategy and propose new ideas to retain/reactivate our customers.
- Be the lead on our retention programme (Ambassador Rewards) as we look to revamp it in 2024.
- Ensure the business is using the customer data insights to create retention and loyalty tactics.
- Drive the retention KPIs.
CUSTOMER INSIGHTS
- Conduct monthly/quarterly “Consumer Connects” in which a selection of our customers are interviewed with the aim of better understanding our customers.
- Be the lead on collating the outcomes of the “Consumer Connects” and sharing them with the wider team in monthly meetings.
- Implement and lead on a programme of automated e-surveys to be emailed to every new customer acquired, analysing the data each month and sharing in monthly meetings.
- Ensure the questions in the e-surveys are updated each month in line with wider business requests.
DATA ANALYSIS & REPORTING
- Lead our efforts in deep diving into our customer data to better understand our customer behaviour.
- Dive deep into user data and analyse customer behaviour to create targeted strategies and drive desired behaviour e.g. through segmentation, personalisation, identifying new touch points and further optimisation of existing flows
- Proactively suggest tools/Shopify apps that provide more insight into both email and customer analytics.
- Create weekly/monthly customers/email reports and share them with the wider business.
Requirements
- Strong experience of lifecycle email marketing or multi-channel CRM experience, ideally in DTC business with a global focus
- Experience working with data and data analysis.
- Experience working with a predominantly DTC business.
- Experience working with Klaviyo and ideally Shopify.
- Excellent excel skills.
- Strong communication skills.
Benefits
- Hybrid-working policy offering flexible hours
- Annual Leave package with additional LOS days based on time with the company
- Enhanced company maternity policy
- Time given yearly to volunteer for a charity of your choice
- Discounted Travelcard/season ticket loan with us.
- Employee Discount:
- 50% off Stock
- Up to 90% off Seasonal Sample Sales
About us:
Beyond creating beautiful products, DeMellier's mission is to be a force of positive influence in the fashion industry. Creating products by women for women, made with integrity while giving back to those less fortunate. For every item sold DeMellier funds vaccines and medical treatments aimed to save the life of a child in need.
We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.
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