CRM & Loyalty Manager

Overview

Join to apply for the CRM & Loyalty Manager role at JD Sports Fashion. Location: JD Sports PLC – Head Office – Bury, Greater Manchester. The JD Group is a leading omnichannel retailer of sports fashion, outdoors and gyms with colleagues working in stores across several retail fascias in many markets around the world. The role is customer and data driven and commercially focused, aiming to optimise CRM performance and improve customer loyalty programmes across our outdoor brands.

Role Overview

The purpose of this role is to manage loyalty and CRM activity across all JD Sports Outdoor Brands - GO Outdoors, Blacks, Millets, Naylors & Ultimate Outdoors. Focusing on email, push and SMS as well as creating best practice across all selections, reporting observations and providing recommendations to key stakeholders within the business.

Key Duties / Responsibilities

• Managing campaigns and driving best practices across JDO for email, Push and SMS.
• Activate and leverage the new CRM/ESP platform – Bloomreach.
• Support new developments for group-wide initiatives such as re-platforming and continuous improvement.
• Maintain and improve product and content catalogues to aid dynamic content, automation and personalisation across coherent customer journeys.
• Support JDO marketing and digital departments with test and learn programmes and work closely with the insight team on ROI improvements.
• Improve ROI of campaigns, through better selections, including using available targeting and segmentation tools (e.g. propensity, value segmentation) to best effect as well as creating new targeting techniques.
• Implement digital membership to improve data accuracy and launch new personalised JDO membership schemes.
• Recommend, test and learn new approaches to enhance loyalty programmes.
• Support and help build out reporting suite within Bloomreach to improve monitoring and shareability of data, results and database health.
• Managing the customer database, ensuring that it is cleans and that we are protecting our deliverability reputation by targeting customers effectively by monitoring IPs and working with Bloomreach, Validity and other heads of and leads across the group.
• You will understand the customer lifecycle, implement test and learn in order to optimise communications across all channels, email, SMS, print, social and outbound.
• Work with the loyalty team developing key campaigns for the GO Outdoors membership to drive sessions and sales.
• Work with the Group Head of CRM/Marketing Director monitoring group targets and costs as well as organising regular catch ups with other group leads to share best practice.
• Defining and implementing segmented and promotional email communication plans including lifecycle programmes and behavioural targeting.
• Implementing measures to reactivate lapsed and dormant customers plus recommending plans for divesting old data.
• Working with the multichannel, buying and merchandising teams to plan promotional email campaigns promoting key product areas and brand messages.
• Continued analysis and measurement of email, push and SMS performance and benchmarking against competitors and other leading retailers for best practice.
• Continuously analysing and reporting site and content performance and recommending improvements and developments.
• As part of the JDO marketing and digital team, set a great example to all colleagues of the business.

Skills / Experience / Knowledge

• Experience of CRM programs is essential (Bloomreach a huge benefit).
• Ideally a retail marketing background.
• Line management experience.
• Strong stakeholder management.
• Digital analytics (GA/web tools).
• University graduate or equivalent marketing qualification is advantageous.
• Strong influencing skills.
• Strong organisational skills and a good multi-tasker.

Benefits

We offer staff discounts on JD Group and other brands within the organisation and personal development opportunities to learn and develop at work.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Retail

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