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About the Role

We are looking for a Senior CRM & Loyalty Coordinator to fill an important role within our CRM Team. You will be responsible for taking insights and turning them into meaningful actions that delight our customers whilst driving value for Space NK and our brands. You will play a pivotal role in the development of new CRM strategies, with a specific focus on delivering growth for our brand partners, as well as engaging our top tier customers.

Responsibilities

Development of targeted CRM initiatives across multiple channels (Stores, Website, Email, App, SMS, Print) from ideation through to execution, launch, and reporting.
Work with the CRM & Loyalty Manager to support on conversations with both prospective and active brand partners across the Data Sharing Programme (brand funded CRM).
Work with Buying teams on Joint Business Planning process for the brands, incorporating CRM & Loyalty.
Build customer segments and multichannel campaign journeys based on business objectives and customer behaviours.
Work with the Customer Insights Team and CRM & Loyalty Manager to create comprehensive data-driven campaign action plans for brand partners.
Produce post-campaign analysis and reporting, identifying insights and recommendations to optimise future activity.
Coordinate CRM activity across multiple cross-functional stakeholders (both internal and external).
Production of creative assets (digital and physical) for CRM campaigns.
Liaison with the Buying teams and Distribution Centre for CRM sampling activity.
Manage end-to-end campaign execution via our customer data platform (Optimove) to create targeted promotions and campaign flows, build customer segments and produce post-campaign reports.
Support the CRM & Loyalty Manager in preparing presentations, campaign proposals and results summaries for internal and external stakeholders.
Liaise with internal Creative, Category, Tech, Ecom and Customer insights teams as well as external brand partners and agencies.
Support the CRM & Loyalty Manager in delivering loyalty initiatives designed to drive engagement, retention and customer lifetime value from our top-tier (Deluxe) loyalty members.
Support improvement in key business metrics, including loyalty programme sign-up rate, second purchase rate, year-on-year retention rate and customer lifetime value.
Responsible for maintaining campaign calendars, project plans and trackers to ensure smooth delivery across multiple concurrent projects.

Requirements

3 years+ relevant CRM and/or marketing experience
Mandatory: hands-on experience of CRM campaign build / implementation including customer segmentation
Previous experience of working on a loyalty programme would be advantageous
Previous experience of working in a multichannel retail environment preferable, i.e. bricks and mortar stores and ecom
Previous experience working cross-functionally across departments
Strong presentation skills
Experience managing external stakeholders (e.g. agency partners, brands)
Understanding of: customer databases and permissions, including GDPR, response-driven design, copy and creative & on-brand marketing communications
Must be an excellent team player; possessing the ability to build, foster and nurture strong relationships
Natural ability to think creatively and outside the box
Highly organised with meticulous attention to detail
Excellent time management skills
Excellent communication skills
Ability to work in a fast-paced environment
Self-confident with good presentation skills
Results driven and commercially aware
Self-motivated, pro-active and demonstrate strong organisational skills
All applicants must have the right to live and work in the UK.

Skills

Microsoft Office
Presentation skills
CRM campaign build / implementation
Customer segmentation
Working with customer databases
GDPR understanding
Response-driven design
Copy and creative
On-brand marketing communications

Location

Head Office, London

Work Type

Full-time

Experience Level

Senior

Benefits

Industry leading loyalty programme
Compelling personalised customer experience

About the Company

As the ultimate curator of over 100 of the most in-demand, highly innovative and boundary-pushing beauty brands, we are the go-to destination for worldwide beauty discovery.
Together through our neighbourhood stores, online presence and loyalty scheme, Space NK has built a flourishing community in which to discover beauty.
The customer is at the heart of everything we do, and we will always endeavour to offer everything they need to help them explore, experiment, and enjoy our brands.

Equal Opportunity

Space NK are an equal opportunities employer.