Overview of Role
Our CRM team is growing! We have a new CRM Manager role within the Halfords CRM team focused on delivering best in class communications across Group & Loyalty.
Working closely with the wider CRM team, Digital, Category, Trading and the Marketing Team you will contribute to a first-class CRM programme which communicates key messages to the right audience at the right time using the most relevant channel.
Key Accountabilities
- Deliver best in class communications for our Halfords Motoring Club members and our non-club customers.
- Design the overarching schedule for these communications working closely with the Senior CRM Manager.
- Lead and support CRM Execs throughout the campaign lifecycle from conception through to execution.
- Build and optimise the tactical schedule of communications across email, SMS & direct mail, working closely with the wider CRM team and working closely with the Digital, Category and Marketing teams. Work closely with the performance marketing team to identify first party data opportunities within Social and PPC.
- Align club and non-club customer communications from a process point of view to drive efficiency.
- Use latest innovation and technology to create dynamic and highly personalised campaigns efficiently, plus test and learn to ensure campaigns drive the desired results.
- Use segmentation techniques to select audiences to target emails to the right customers, ensuring that customers receive appropriate levels of contact.
- Own the test & learn plan delivering continuous improvement.
- Constantly review email performance, at weekly, periodic, and total campaign levels to advise the business on CRM performance and provide fact-based recommendations.
- The CRM Manager position will deputise for the Senior CRM Manager for all trading requirements.
- Manage relationships with external partners: design agency, data providers, dynamic content agency and email send provider.
- Work with the creative agency to ensure emails are optimised for accessibility and they convey messages in an engaging and relevant manner.
- Ensure CRM is executed seamlessly across all channels and be a champion of brand guidelines and tone of voice.
- Carry out competitor reviews to establish best in class email & CRM activity.
Key Skills & Experience
- Experience working in a similar role - retail or services background an advantage.
- Excellent organisational skills managing busy campaign schedules, multiple workloads and cross functional team relationships.
- Can work at pace, often working on multiple campaigns and projects at once ensuring timely delivery.
- Obsessive attention to detail and takes responsibility for the accuracy of their work.
- Confident individual with excellent communication skills who can build strong relationships.
- Experience working with complex data sets, building highly targeted audiences to deliver results.
- Strong problem-solving skills.
- Passion for customer and constantly curious, obsessed with delivering the right message at the right time and with the right content.
- Can-do attitude and the determination to achieve results.
- Proactive with a clear drive to improve performance using new ideas and testing.
- 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.
- Loves working as part of a team.
Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.
