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CRM Manager

Job Function:
Job Type:
The Job

As CRM Manager at PrettyLittleThing.com, you will be responsible for implementing an effective CRM tool to support the growth of the business both in the UK and in international markets. You will also be responsible for devising and implementing the CRM strategy to increase engagement through the customer lifecycle. You will be responsible for delivering targeted campaigns through identifying and understanding core customer segments and their needs. This role will be instrumental in transforming our customer relationship capability and supporting PrettyLittleThing.com to be a world class fashion e-tailer in engaging customers and driving lifetime value on a global scale.


Tasks, Duties and Responsibilities


  • Lead the delivery and optimisation of the global CRM plan ensuring the brand is delivering the best experience for our customers whilst also leveraging new technologies in order to drive loyalty and ultimately competitive advantage.
  • Responsible for delivering highly targeted CRM campaigns and with an ability to show how your strategies have driven value for both customers and the business.
  • Working closely with the business intelligence team to understand value of customer segments and devise strategy on how to effectively target individual segments.
  • Manage the implementation of loyalty programmes with a focus on member enrolment, member benefits, promotion fulfilment, and program reporting, performance and evolution.
  • Connect across different areas of the business and understand how CRM can help add value and deliver overall business targets.
  • Analyse findings, identify trends to share and recommend a course of action to the business on a weekly basis.
  • Monitor CRM industry innovations and best practice to continually improve the CRM program.


Person Specification

  • Marketing degree or similar
  • 4-5 years’ experience in similar role using enterprise level CRM
  • Proven ability to work with all stakeholders, manage and develop a team
  • Experience in migration of CRM data information into SFDC
  • Proven working knowledge of 3rd party apps with SFDC (e.g. marketing automation)
  • Highly personable with the ability to engage and coach multiple stakeholders
  • Excellent verbal and written communication skills 

More Over…

  • Is an ambassador for the brand.
  • Attends training, meetings and other events as requested by direct managers or senior management, including Head of Human Resources.
  • Assists colleagues by completing task outside own job role when requested, including supporting associated companies.
  • Maintains own working area in a professional and organised manner.
  • Always strives to improve the department’s operation and increase knowledge of own and related job functions.

Due to the evolving nature of our organisation, this job description is not exhaustive. While this job description will be reviewed and updated periodically, the job holder may from time to time be required to carry out tasks which are not detailed in this document.