Senior CRM & 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.

Role Overview

This role will lead our CRM team with managerial responsibility for a CRM Manager. It will be a key role within the Customer Marketing team, delivering the projects that will drive increased loyalty and spend from our existing customer base.

Using a detailed understanding of our customers and their needs this role will lead the strategy for the key lifecycle journeys from first registration through to regular loyal customers who use Printed.com as their default print partner.

The role will lead the development and management of sophisticated and innovative marketing programmes using all the key customers touchpoints across email, site, SMS and direct mail.

Requirements
• Lifecycle Marketing - Leading the delivery, management and ongoing reporting and optimisation of our key lifecycle journeys. This will include onboarding and lapsing journeys as well as upsell, cross sell and reordering journeys among others. You will use available data and insights to plan these journeys, taking a test and learn approach with regular reporting along with recommendations for optimisations and improvements.
• Rewards Programme - Our market leading rewards programme is very popular with our core customers. You will play a key role in reviewing the scheme and updating it to drive demonstrable value to the business and all our customer segments. This will involve reporting on the success of the programme and be the key driver of long-term strategic changes.
• Promotional Strategy - Managing our mix of site-wide sales, targeted promotions and rewards programme discounts. Ensuring and demonstrating that our overall discount strategy delivers sustainable benefits to the business in terms of increased customer volume and value.
• Customer segmentation - Leading the communications strategy for our different customer segments (based on both their industry and purchasing behaviour). Ensuring all communications and offers are relevant and drive value to both the customer and the business.
• Refer a Friend - Managing our Refer a Friend Programme. Working with our referral platform and CRM tool you will manage the marketing of this scheme and ongoing customer journeys to create, maintain and grow both our customer advocates, and a strong pipeline of new customers to Printed.com.

Key Skills
• 5+ years in a CRM, Loyalty or Customers Marketing role.
• Track record of delivering successful data and insight led 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.
• Ability to use a strong level of analytical skills to guide decision making and recommendations.
• Management experience with a track record of developing junior team members.
• Strong level of analytical skills.
• 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

Charity day per annum supported

Summer and Christmas Parties

Street food days

Access to Perkbox and Rightsteps portals

Flexibility to work from home 2 days per week

Quarterly social events