CRM Lead

Here at N Brown, we champion inclusivity by making our customers look and feel amazing. We don’t believe that age, size, shape or background should stop anyone from feeling confident, stylish and happy with the way they look and feel. With our industry leading expertise in creating fashion that fits, we’ve been proudly breaking down these barriers for over 150 years. We help our customers to express themselves with stylish products, helpful services and flexible finance. Now, we’re moving forward together, embracing innovation and new technology, to continue to delight our customers. You will be part of our home team who have a strong strategy to grow home and are passionate about offering home products for our customers.

Working here you’ll explore everything the world of digital retail has to offer — asking questions, trying new things, and chasing new opportunities. Combine this curiosity with the freedom to make your own decisions, take charge of projects and work flexibly, and you’ve got the perfect place to show your skills and learn new ones. So, if you collaborate, think on your feet, embrace innovation and love rising to a challenge, your work with us will have a serious impact on the business, your career, and our customers’ lives. We are proud to be N Brown.

We are recruiting a CRM Lead to join our team! Reporting into the CRM Manager, you will deliver a customer-focused CRM strategy for one of our retail brands - engaging & encouraging customers to respond and convert, and driving re-trade, retention & loyalty.

Responsibilities as CRM Lead:

• To produce and execute plans to engage existing customers with targeted relevant activity to drive re-trade in season
• To produce and execute plans to reactivate lapsed customers to boost brand base growth.
• To utilise customer segmentation to support customer lifecycle programmes to improve long term quality and profitability of the customer base through all available channels, including, but not limited to, email, app push, paper, mobile, web, SMS.
• To implement targeted campaigns aligned with the Trade plan. Including creative execution, customer selection, test activity and resulting.
• Utilise best practice across CRM channels. Paper, email, SMS and online targeting channels to optimise the customer journey and identify strategic touchpoints within the customer lifecycle for targeted and personalised comms.
• Support customer loyalty to surprise and delight our best customers, driving increased customer value and incremental demand.
• Where relevant, to supervise the day to day activities of the CRM assistant. Hold 1-1 meetings to ensure that we are meeting the objectives we are set.
• To work collaboratively across the tribe, sharing plans and opportunities
• To support on campaign planning, championing key customer moments
• Supporting and leading test plans and sharing results
• Escalating and providing solutions to problems

Who you are:

• You’ll be a self-motivated, enthusiastic, and commercially aware CRM professional
• You’ll have experience of a similar role in a complex and fast paced environment
• You’ll have experience in email delivery platforms (such as Responsys) and email best practise including dynamic content, and some HTML experience would be beneficial.
• You’ll have experience in customer targeting
• You’ll have experience of interpreting, analysing & understanding data
• You’ll have the ability to use data to develop actionable recommendations
• You’ll have an open-minded, flexible, and positive attitude with a willingness to learn and embrace change
• You’ll have experience of managing a varied workload to tight deadlines
• You’ll have the ability to work collaboratively and at pace

What’s in it for you?

• Hybrid working
• 24 days holiday (+ bank holidays) - your holiday entitlement increases with length of service and you'll have the option to buy an additional 10 days each year
• Annual bonus scheme
• Enhanced maternity and adoption leave
• Company pension with up to 8% N Brown contribution
• Mental Health support both internally and externally, including access to our wellbeing champions and counselling services
• A range of financial wellbeing support
• Colleague discount across all N Brown brands
• Onsite café with subsidised rates and local restaurant discounts!
• Life Assurance and Private Medical Insurance
• Paid volunteer time – all our colleagues can take a full day paid to volunteer for a charity of their choice

N Brown – who are we and why work for us?

At N Brown, we’re committed to building a diverse workforce and creating an inclusive environment that values equality for all. Our vision is that by ‘championing inclusion, we’ll become the most loved and trusted fashion retailer’. Diversity, Equity, and Inclusion are, therefore, at the heart of our culture.

We’re a forward-thinking digital retailer with a financial services proposition to be proud of. We’re customer-obsessed, serving them through three core brands: JD Williams, Simply Be, and Jacamo. We’re experienced, with over 160 years of trading under our belt. We’re inclusive, as we believe in fashion without boundaries; and we’re sustainable, striving to make as little impact on the planet as possible.

Our promise to you:

We’re an equal opportunity employer and value diversity. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

What happens when you apply to a role at N Brown?

As soon as we receive your application, we’ll send you an email to let you know. We always aim to come back to you as soon as possible with an update and we really appreciate you taking the time to apply for a role with us. Good luck!