CRM Lead

Job Introduction

Selfridges is a social centre where everyone is welcome. We surprise, amaze and amuse our customers everyday by doing the unexpected, celebrating those special moments and inspiring one another. We are the destination for the most extraordinary customer experience unrivalled with products and services ranging from high street to high end.

The role is responsible for commercially optimising the performance of the email and app marketing channels to drive Omni-channel footfall and sales.

A bit about the role

Based in our Wigmore Street offices you’ll provide a unique and tailored service in CRM to customers internally and externally, going beyond the ordinary to create moments that cannot be experienced elsewhere. Our customers expect extraordinary service delivered by people with a genuine passion for what they do and to share their unparalleled level of knowledge whilst taking enormous pride in maintaining our exceptionally high standards.

Working with our wider Customer Marketing and Insights team you’ll share your knowledge through unique Selfridges stories. You will use your natural curiosity to stay ahead of the latest industry trends by taking every opportunity to expand your knowledge.

Key Responsibilities for this role include:

• Responsible for the operation of the BAU email and app push programme; facilitating product, marketing, company schemes, and store news
• Deliver traffic and sales targets, ensuring featured product and imagery are commercially optimised
• Ensure all customer communications are innovative, on-brand and are relevant (segmented) for our customer
• Own the customer contact strategy across own-bought channels, utilising customer insight and channel performance to enhance strategy
• Forecast performance KPIs and Omni-channel footfall/ sales both annually and for key campaigns
• Manage the CRM budget and maintain a healthy P&L
• Build strong relationships with senior stakeholders, updating them on strategy and channel performance
• Work closely with the Data Governance team to ensure all processes & activities comply with GDPR
• Monitor and improve processes to drive optimum efficiencies
• Manage two direct reports; Senior CRM Manager & CRM Analyst

A bit about you

Your passion and confidence will set you apart. Bringing your personality to the service experience you will always look to genuinely connect with your customers while thinking creatively to bring your ideas to life.

Desired skills:

• Minimum 5 years’ experience in a senior CRM position
• Numerate and analytical, degree in business of finance desired but not essential
• Experience working in a fast-paced retail environment
• Exceptional interpersonal and influencing skills
• Experience with C level stakeholders
• Proven track record of improving performance KPIs and driving incremental sales
• Advanced understanding on data analysis & segmentation
• Previous experience with enterprise CRM solutions (e.g. Salesforce)
• Strong project management – ability to manage and deliver to several projects at the same time
• Results-focused with a track record of making informed decisions quickly

A bit about us

Selfridges is a shop run on imagination: a place where the world’s most covetable brands combine with the most extraordinary spectacles, events and ideas for an experience like no other.

The story began when Harry Gordon Selfridge first arrived in London from Chicago in 1906 with his heart set on opening his dream store. With his revolutionary understanding of publicity and the theatre of retail, Selfridges Oxford Street opened its doors for the first time in 1909. The founder’s spirit of innovation and creativity lives on through its owners today. Since 2003, W. Galen Weston and his family have owned and operated the business, which now includes two stores in Manchester, one in Birmingham, plus selfridges.com and the Selfridges App which both deliver to over 130 countries.

In 2016 Selfridges was the first ever store to be awarded the title of ‘World’s Best Sustainability Campaign by a Department Store’ at the IGDS Global Department Store Summit, in-line with its focus on buying better and inspiring change. For an unprecedented three consecutive occasions in a row (2010, 2012 & 2014) Selfridges also won the coveted ‘Best Department Store in the World’ award, underlining its place at the forefront of retail.