Senior CRM and Loyalty Manager

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We are Printed.com, one of the largest and fastest growing on-line print shops in the UK. We are filled to the brim with a passionate team who are mad about printing, designing, building and growing the business. In the office you'll find that we are forward-thinking, with a mission to be creative, innovative and to help our customers.

We are constantly investing in new products and using technology to improve how we increase our market share and take advantage of new opportunities. Catch us in our production space and you will find a fast-paced, dedicated team who endeavour to reach perfection for our customers.

We're a growing company with offices in London and Newcastle, looking for employees that are equal parts dynamic and enthusiastic. People brimming over with new, original ideas that they just can't wait to share with their team and bring to life.

An overview of the role:

This role is a central part of Printed.com's growth plans. Leading our strategy to increase value from our existing customer base. Simply put the role's objective is to grow the number of returning customers ordering from us, and to increase their value.

The role will lead all aspects of customer loyalty including our lifecycle marketing as well as our rewards and referral programmes. It will use detailed customer data to deliver these plans across all the key customer touchpoints including email, site, SMS and direct mail.

Requirements
• Lifecycle Marketing - You will lead the delivery, management and ongoing reporting and optimisation of our key lifecycle journeys, including onboarding, retention, and upselling/cross selling.
• Loyalty Management - You will own the strategy for our Reward and Referral programmes, and our targetted discount strategy. You will use these in combination to drive mutually beneficial value for our customers and Printed.com.
• Personalisation - You will continue our efforts to give our customers the most personalised experience across all touchpoints. Delivering product recommendations, offers and inspiration that are relevant to our customers based on their profiles and previous behaviours.
• Automation - You will be responsible for managing and improving our marketing automation. Delivering innovative technological and data solutions across our owned and partner systems, improving both our efficiency and the experience we give to our customers.
• Customer Data - Underpinning everything in this role will be the successful use of our customer's data. You will work closely with our data and development teams to ensure all data is accurate and set up in a way that enables us to deliver highly relevant campaigns across all channels.
• Reporting - A foundational aspect of the role. You will be able to show how your work is delivering against the objectives of the project and towards the wider business growth with robust reporting that offers recommendations for further improvements.

Requirements/Experience:
• 5+ years in a CRM or Loyalty role. With specific leadership experience managing teams and transformational projects.
• Track record of delivering highly successful data and insight led campaigns. You will need to demonstrate how you have use data in both the targeting and messaging of campaigns.
• A high level of experience using a sophisticated CRM platform (eg. Iterable, Braze, Salesforce).
• Exceptional critical thinking to translate data and insight into relevant and tangible messaging and communication plans, showing a high level of innovation in the projects you have led.
• Ability to use a strong level of analytical skills to guide decision making, review results and company data, and proactively make recommendations for further improvements.
• Hands on attitude and as happy planning the strategy as delivering the end activity to our customers
• Ability to think on your feet and make independent customer and commercial decisions within an agreed framework.

Benefits

25 days holidays, plus 8 days bank holidays

Staff discounts & Friends and Family discounts

Cycle to work scheme and Tech Scheme

Breakfast and drinks provided on office days

Charity day per annum supported

Summer and Christmas Parties

Street food days

Perkbox membership

Flexibility to work from home 2 days per week

Quarterly social events