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About the Role

This is a strategic role with an emphasis on delivery and mentoring, focused on leading and owning the Loyalty programme proposition, customer journeys, and mobile messaging to increase customer satisfaction and key KPIs. It is a high-profile role with significant visibility.

Responsibilities

• Define and deliver CRM campaign and loyalty strategy.
• Lead, mentor, and support the team in defining CRM and loyalty lifecycle stages and delivering campaigns.
• Develop automated and triggered campaigns.
• Deliver loyalty programme development and innovations.
• Implement CRM and loyalty-led personalization across email, web, and stores.
• Deliver customer communications across various channels including email, mobile messaging, web, and stores.
• Define the economic model, tiers, rewards, benefits, and promotions for loyalty programmes.
• Deliver projects to increase profitability.
• Manage day-to-day CRM and loyalty campaigns and programmes.
• Position loyalty as the essential identity layer within an AI-driven purchase funnel.
• Define, deliver, and QA CRM and Loyalty IT projects.
• Troubleshoot issues as they arise.
• Conduct test and learn activity using MTV and implement learnings.
• Monitor and report on performance and KPIs.
• Increase acquisition, retention, engagement, and value of loyalty customers.
• Define and deliver strategies and tactics to enhance KPI performance.
• Act as a subject matter expert for campaigns overlapping with CRM and loyalty customers.
• Align CRM and loyalty activity with the wider marketing calendar and business goals.
• Jointly manage and build relationships with CRM and loyalty 3rd parties.
• Communicate, educate, and train CX, retail, and the wider business on CRM and loyalty.
• Monitor and stay informed of industry innovations and competitor activities.
• Ensure brand DNA is conveyed in all CRM communications.
• Contribute to customer research projects.
• Contribute to market expansion strategy.
• Ensure all activity with brands adheres to GDPR policies.
• Keep abreast of data legislation changes and collaborate with the DPO.
• Understand and comply with the Company's Health & Safety policy and procedures.

Requirements

• Strong Salesforce experience across SFMC, Loyalty Management and Service Cloud
• Loyalty schemes
• Campaign management
• Customer lifecycle journey building
• Testing
• Project management
• Data literate and data driven
• Reporting, analytics and insight
• Refer a Friend Schemes
• Movable Ink/ Personalisation
• Mobile Wallet marketing platforms
• Google Drive and Microsoft Office suites
• Project management tools, Jira & Confluence
• Strong understanding of MarTech stack, including platform integrations and data flow
• Leadership
• Communication
• Innovation
• Technically minded
• Automation
• Planning and organising
• Project management
• Problem solving
• Stakeholder management
• Confident presenting to stakeholders at all levels
• Ecommerce and digital experience
• Omnichannel experience across in-store & online
• Negotiations and contracts
• Forecasting
• Personalisation
• Multichannel projects
• customer journeys
• Customer lifecycle management
• Cross channel communications
• Managing 3rd parties
• Testing and QA
• Data feeds
• AI knowledge and experience
• Collaborative
• Self starter
• Positive, can do attitude
• Decision making
• Deadline focussed
• Influential and good at building relationships
• Mentoring
• Commercial
• Creative
• Fashion and footwear industry knowledge
• Segmentation
• Detail orientated
• Accuracy
• Clear sense of priorities
• Multitasking
• Excel
• Numerate
• MTV testing
• Strong command of English language
• Data Analysis and insight
• Data storytelling/ contextualising data
• Data visualisation
• Enthusiastic to learn and willing to get stuck in
• Willingness to travel regularly

Skills

• Salesforce
• SFMC
• Loyalty Management
• Service Cloud
• Loyalty schemes
• Campaign management
• Customer lifecycle journey building
• Testing
• Project management
• Data literacy
• Data driven
• Reporting
• Analytics
• Insight
• Refer a Friend Schemes
• Movable Ink
• Personalisation
• Mobile Wallet marketing
• Google Drive
• Microsoft Office
• Jira
• Confluence
• MarTech stack
• Platform integrations
• Data flow
• Leadership
• Communication
• Innovation
• Automation
• Planning
• Organising
• Problem solving
• Stakeholder management
• Presentation skills
• Ecommerce
• Digital marketing
• Omnichannel experience
• Negotiation
• Contract management
• Forecasting
• Multichannel projects
• Customer journeys
• Customer lifecycle management
• Cross channel communications
• Third-party management
• Testing
• Quality Assurance (QA)
• Data feeds
• AI
• Collaboration
• Self-starter
• Decision making
• Deadline focused
• Influencing
• Relationship building
• Mentoring
• Commercial acumen
• Creativity
• Fashion industry knowledge
• Footwear industry knowledge
• Segmentation
• Detail orientation
• Accuracy
• Prioritisation
• Multitasking
• Excel proficiency
• Numeracy
• MTV testing
• English language proficiency
• Data analysis
• Data storytelling
• Data visualisation

Location

• Head Office

Work Type

• Flexible working hours
• Flexible contracts

Experience Level

• Senior

Benefits

• Up to 40% product discount for you and your loved ones
• Up to 29 days holiday (including bank holidays) increasing to 34 after three years’ service
• Your birthday off
• Perk platform for hundreds of discounts
• Manage, save and access your wages as you earn them
• Employee assistance programme
• Pension scheme
• Development and progression opportunities
• Opportunity to be a part of company Purpose Groups

About the Company

• At schuh we are the ‘Same but different’.
• By embracing diversity and promoting inclusivity, we aim to empower our people to be fiercely and unapologetically themselves.
• This means you will support our commitment to diversity, equality and inclusion, and ensure that colleagues and customers from all backgrounds, beliefs and communities are treated fairly.

Equal Opportunity

• We are committed to providing reasonable adjustments to support disabilities or health conditions. Please let our talent team know of any adjustments needed during the hiring process.