CRM Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Company Description

At Frasers Group we're rethinking retail. Through digital innovation and unique store experiences, we're serving our consumers with the world's best sports, premium and luxury brands globally. As a leader in the industry, we're elevating the retail experience for our consumers through our collection of established brands, including Sports Direct, FLANNELS, USC, Frasers, and GAME.

Why join us?

Our mission - we are building the worlds most admired and compelling brand ecosystem

Our purpose - we are elevating the lives of the many with access to the world's best brands and experiences

At Frasers Group, we fear less and do more. Our people are forward thinkers who are driven to operate outside of their comfort zone to change the future of retail, embracing challenges along the way. The potential to elevate your career is massive, the experience unrivalled. To be able to make the most of it you need to live and breathe our principles:

• Think without limits - Think fast, think fearlessly, and take the team with you
• Own it and back yourself - Own the basics, own your role and own the results
• Be relevant - Relevant to our people, our partners and the planet

Are you ready to join the Fearless?

Job Description

As one of our CRM Manager's you will be responsible for building stronger and deeper relationships with our customers, to increase engagement and retention and customer value, through effective CRM strategies and data driven insights.

• Responsible for managing and supporting the team with an ongoing test and learn plan to continually improve CRM communications
• Responsible for managing a CRM Executive on the optimisation of all CRM activities across the group
• Use customer data, modelling and insights to design and optimise segmentation and content approach for personalised customer journeys which drive customer value and effectiveness
• To achieve performance targets you will develop and lead the team to plan and deliver omni-channel journeys utilising customer-data based segmentation and propensity models. By utilising the insight you will develop strategies which uncover and extract value in the existing database
• Frasers as a group is transitioning to a data-driven approach utilising Segmentation, Lifetime Value, Intent and Next Best Action modelling. This requires the CRM strategy to shift to be truly customer led opposed to channel execution focused. You will use your customer data and omni-channel experience to embed this shift whilst also improving effectiveness of delivery
• Deliver weekly and monthly reports focusing on CRM campaigns and database performance, feeding results back to the wider business
• Owning the relationship with the email service provider, ensuring that all areas of the platform are optimised and used to their full potential

Qualifications

• As CRM manager you will have previous experience in a similar role working with customer databases in a numerate and analytical capacity
• Strong leadership skills and management experience
• Broad knowledge of CRM platforms/ESPs/marketing automation programmes
• A self-starter mind-set, with the ability to work under minimal supervision and guidance
• Results driven and delivery focused. Enthusiasm, energy and determination to achieve results, including those achieved through influence on related teams
• Highly numerate with the ability to manage, manipulate and gain meaningful insights and actions from large data sets

Additional Information

Along with your benefits package we also offer a wide range of perks for our colleagues:

Reward, Recognition and Opportunities

Frasers Champion- Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have thought without limits, owned it or been relevant.

Fearless 1000 - By October 2025, we want our share price to hit £10. If that happens for 30 or more consecutive trading days, all colleagues across the business will receive a bonus! The top 1000 performers in the company will receive unprecedented bonuses, worth from £50,000 to £1million! Senior leaders across the business nominate these performers twice a year for embodying our core values and delivering exceptional performance*.

*subject to terms and conditions

Frasers Festival - An event like no other! Frasers Festival is our celebration for Head Office and Retail Staff across the UK and Europe - hosting a MEGA brand village, guest speakers from the world's biggest brands, evening entertainment, the ultimate Frasers Fearless Fitness Challenge and much more.

CEO Sessions - Once a quarter we offer 20 employees the opportunity to attend our "CEO Sessions" ran by our CEO and leadership team. Employees have the chance to connect, network and submit questions around specific topics such as our Sports or Luxury business.

Retail Reconnect - In order to build the planets most admired and compelling brand ecosystem, all employees must understand our business, product and customers. Each financial year, Head Office employees will gain insights by spending two days in one of our stores or the Warehouse. The goal is to learn how the work you do impacts our teams on the frontline, and to bring ideas back to the office which will improve how we work.

Employee Welfare

Frasers Fit - Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice- all completely free.

Retail Trust - We know that its not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline, wellness hub, counselling and financial/legal support.

What's next?

• Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter- this will be behaviourally focussed and centred around how you align with our Culture and Values. If successful we anticipate two further interview stages with the Hiring Manager/wider team which will be more technically focussed and could include a presentation/task so we can see your skills in action.