CRM Manager

About Brompton:

Brompton Bicycle is not just a brand; it's a symbol of innovative urban mobility. Founded in London in 1975, we have become a bit of a global icon, with our easily recognisable design and unwavering commitment to making city cycling smarter and more accessible.

At the heart of our success is our ingenious foldable bike – a testament to British engineering excellence. The compact and portable bicycles have revolutionised urban transportation, offering a practical and eco-friendly solution for navigating bustling cityscapes.

Our dedication to sustainability, quality craftsmanship, and stylish design has earned us a loyal following of cycling enthusiasts and commuters worldwide. We are on a mission to create greener, more efficient cities and dedicated to our motto – Create Urban Freedom for Happier Lives.

If you're ready to pedal your career in a new direction and be a part of something truly special, read on to learn more about this exciting opportunity!

The role:

This role requires a proactive individual with both the creativity to deliver engaging email marketing to Brompton subscribers, and a keen eye for detail to work with data insights, analyse campaigns and spot improvement opportunities. Reporting to the Head of Customer Marketing, the role will run a small central team delivering high quality campaigns and automations to subscribers across Brompton’s global markets.

This is an exciting time to join the Brompton marketing team as we drive forward with brand development and customer experience at the forefront of our plans. We are launching a revitalised global brand positioning, building out a brand new market & customer segmentation and are evolving our underlying data capability with a single customer view. Your work will be a key pillar of Brompton’s global CRM strategy, driving to deliver a premium, omni-channel experience that fuels customers’ enjoyment of their bike and create memorable experiences they can share with others.

The CRM Manager will help develop and deliver the customer engagement strategy via direct marketing (with focus on the email channel), leveraging customer & data insights, marketing technologies and best practice.

Measures of Success

• Growth & development of the customer database; prospects and owners
• Quality of the experience delivered to Brompton subscribers – reflected in CTR, CVR and LTV
• Ecommerce & Junction revenue directly attributable to CRM
  
  

Key Responsibilities:

Email Marketing & Customer Lifecycle Management

• Develop and implement global campaign & journey plans, in line with the global CRM strategy and brand guidelines, ensuring emails are relevant, targeted and engaging.
• Manage, support and inspire the global CRM team (Snr. Automations Exec, Snr. Campaigns Exec & Campaign Exec), nurturing a highly collaborative team with a clear mission, objectives and deliverables.
• Collaborate with the Global Ecommerce, Digital Marketing & Ecommerce teams, supporting and finding an appropriate balance between local & global commercial priorities.
• Develop sound working knowledge of the relevant Martech, with specific focus on Bloomreach, to deliver campaigns, journeys and performance reporting. Collaborate with Head of Customer Marketing and Data Analytics team to improve data quality and personalization efforts.
• Collaborate with wider Customer Marketing team and be part of building out loyalty initiatives to grow advocacy and LTV.
  
  

Acquisition & Database Development

• Support the growth and enrichment of our consumer database, with emphasis on prospects, leveraging key moments such as product launches, events and competitions to drive data acquisition.
• Develop database audience insights to feed content, experience and activation strategy. Partner with Digital Marketing team to ensure effective use of our 1P data in paid channels.
• Ensure GDPR, and other relevant local equivalent, compliance for our consumer database via data capture, storage and enrichment.
  
  

Reporting & Insight

• Prepare weekly and monthly reports, monitoring the performance of CRM activity, identifying trends and providing insight on customer behaviour to drive continuous improvement and effectiveness.
• Work alongside the Digital Marketing team and Ecommerce/Retail Trading teams to proactively refine our CRM strategy as part of a wider trading plan to drive sales performance.
• Use A/B testing to build insights and optimise campaign/journey performance.
  
  

Who you are:

• We are looking for someone who has knowledge and experience in personalised email marketing and CRM, ideally within a global, omnichannel environment.
• The successful candidate will have experience in managing databases, creating campaigns and customer journeys, and analysing email performance.
• You will have an analytical approach, a spark of creativity, enjoy problem solving and have a desire to disrupt the status quo.
• You thrive in fast paced, entrepreneurial environments and are motivated by delivering tangible results.
  
  

Personal Attributes and Skills:

• Results-oriented - you thrive in fast-paced environments
• Self-starter who takes initiative and employs a problem-solving approach
• Excellent team player with interpersonal skills
• Creative flair to design and build relevant, engaging, and informative email communications
• Strong analytical skills with high attention to detail and an ability to identify trends and insights from datasets
• Excellent written and communication skills with a creative eye
• Strong understanding of the current Data Protection and Privacy legislation
• Proactive and organised with the ability to drive projects as part of a team
• Curious and challenging, you enjoy testing and analysing campaigns
  
  

Desired Experience:

• 4+ years experience in a similar role in a commercial environment
• Highly capable in email marketing techniques, best practice and reporting, including A/B and MV testing
• Technical experience using a major CRM system – we use Bloomreach Engage (Exponea).
• Experience with data management and list building / segmentation
• Worked in a multicultural, multinational business and achieved results by using local insights to tailor approach
  
  

You might not tick all the boxes, and that’s okay, we still encourage you to apply. Here at Brompton we are always looking for people that share the same values and attitudes as we do, as we continue to build diverse teams and a sense of community which is made stronger by each new individual who joins.

Sustainability and Health & Safety Responsibility:

• Encourage your team to use socially and environmentally responsible practices.
• Provide effective leadership and be a role model in setting the direction of the Sustainability and H&S culture, engagement, and performance.
• Maintain and review appropriate risk assessments and any Works Manuals or specific instructions required for the prevention of near misses, incidents, injuries, and ill-health, including monitoring Health & Safety performance.
• Provide information, instruction, training, and supervision to ensure our people have the skills and knowledge necessary to achieve the Sustainability and H&S objectives and act in accordance with the Brompton Policies and Procedures.
• Ensure regular Health & Safety inspections, investigations and self-audits are conducted and that all actions raised are followed up and closed within required timescales.
  
  

Benefits at Brompton:

Brompton offers you an excellent working environment with enthusiastic colleagues who get along, communicate and co-operate well with each other. The working climate is informal, but we work hard. Next to good terms of employment, Brompton offers you the opportunity to work in a responsible and challenging job within a dynamic, international and ambitious environment. We are all proud to be part of Brompton Bicycle Ltd; we all share the same passion and dedication to the company and the product, despite any differences in cultural backgrounds and skills.

• Flexible working
• 9 Day Fortnight – This is a flexible working pattern which individuals can opt in for where an employee works their contractual hours across 9 days instead of 10 days. (i.e. 80 hours across 9 days instead of 10 days). This means the individual would work an additional hour across Monday to Thursday (across the 2 week period) to gain their Friday off.
• Annual Leave – 25 days annual leave, plus all UK bank holidays.
• Competitive Salary – Plus workplace pension scheme and profit share bonus.
• Brompton Discount - Get ready to bike in style, as all employee’s receive up to 60% off their very own bike and accessories, plus there are discounts for your friends and family too.
• Social activities - Throughout the year enjoy time with your colleagues as we host an annual Summer and Christmas party, annual bike rides (both inside and outside the UK), Birthday breakfast, volunteering activities and family fun days just to name a few.
• Learning and Development - Access to free Linkedin Learning and opportunity to devote some of your time at work to personal development. We value professional development and actively promote internal promotions and opportunities.
• Benefits - Workplace Pension Scheme, Care and Health Support, Flexible Working, Cycle to Work Scheme and other benefits.
• Mental Health – We provide access to a confidential EAP that offers counselling, resources and support for various mental health challenges. There’s also Head Space, Brompton’s approved wellness program for employees.
• Paid Leave – We offer an enhanced Family, Paternity and Maternity leave pay.
  
  

Brompton was listed amongst the best UK workplaces in 2020 and was awarded silver investors in People Accreditation and London Living Wage Employer in 2021.

Diversity, Equality and Inclusion Commitment

Regardless of age, disability, race, gender, religion, sexual orientation, culture, educational background, parental status, neurodiversity or disability - whoever you are, if you’re passionate about your work, curious, relentless and customer-obsessed, we want to hear from you.