Responsibilities:

Assist in CRM strategy execution:

• Support the CRM Manager in executing CRM strategies aligned with the overarching marketing goals, aimed at achieving customer retention and revenue growth targets
• Help craft CRM campaigns to drive customer engagement, increase cross-sell and up-sell opportunities, and work towards preventing subscriber and customer dormancy.

Campaign management:

• Coordinate the execution of email marketing initiatives, including campaign creation, monitoring, reviewing and testing.

Content coordination:

• Work closely with Creative and Brand teams to create relevant and on-brand content for CRM campaigns.
• Manage campaign briefs, including creative and copy input, and handle feedback via the project management tool – Asana.

Testing and QA:

• Prepare variations for A/B testing and execute test plans.
• Run QA to test email assets across different environments, ensuring templates meet deliverability and visual quality standards across various devices and email clients.

Data and analytics:

• Assist in measuring the impact of CRM initiatives and implementations, collaborating with the Digital and Analytics team to track key business metrics and customer experiences.
• Support the CRM Manager with assistance on customer segmentation, re-engagement, and personalisation processes, tailoring activities to customer behaviours and buying stages.
• Reporting on CRM efforts.

Push notifications and onsite overlays:

• Support the planning, implementation, testing, and reporting of push notification and onsite overlay strategies.
• Cross-functional collaboration:
• Establish excellent cross-functional relationships and engage stakeholders to ensure customer outcomes align with our CRM and Customer Experience vision.
• Provide support to the Sales Merchandise team for daily mailer setups and ad-hoc support as required.

Experience/Qualifications:

• Bachelor’s degree in Marketing, Business, Economics, or a related field; or equivalent professional experience.
• 1 – 3 years of experience in a CRM or email marketing role, preferably in the e-commerce or online marketing space.
• Proficient in CRM platforms such as Sailthru, Klaviyo, Salesforce, Emarsys or similar.
• Excellent written and verbal communication skills.
• Problem-solving and decision-making abilities with creative and innovative thinking.
• Ability to synthesise and analyse data to develop key insights and recommendations for future plans.
• Familiarity with web analytics tools and quantitative skills.
• Proficient in Microsoft Office/Google Suite; experience with Jira, Asana, Tableau, Litmus and Sailthru is a plus.
• Analytical skills with exposure to multivariate testing techniques.
• Attention to detail and ability to manage complex projects under tight deadlines.
• Experience with mobile email optimisation and responsive email template builds is a plus.
• Collaborative mindset with experience working with developers, creatives, and copywriters.
• Ability to prioritise and manage multiple projects simultaneously.

Values

• Challenge Accepted: We create bold campaigns, own our results, and push creative boundaries to make an impact.
• Solve Smart: We use insights, data, and innovation to solve marketing challenges creatively and effectively.
• Character Counts: We communicate honestly, ethically, and with creativity, building trust with customers and colleagues.
• Customer Obsessed: We deeply understand our audience, delivering content and campaigns that resonate and drive action.
• Seriously Unserious: We bring enthusiasm, wit, and fun to our campaigns and teamwork, while staying results-focused.