Senior CRM Manager in London

The Bamford Collection

The Bamford Collection is a group of consciously minded lifestyle brands committed to nourishing and nurturing people and planet.

About the role

The Senior CRM Manager role reports to our Director of Digital and E-commerce in our Customer Team. Responsible for a team of one, our Senior CRM Manager plays a crucial role in developing and implementing strategies to enhance the customer experience, drive revenue and

increase customer retention and loyalty.

Responsible for developing a comprehensive CRM strategy and roadmap across the Bamford Collection, this role will set and execute campaigns and initiatives to support the wider brand strategy, whilst driving customer lifetime value.

Assessing and improving the systems and tools we are using as we move towards a single customer view across the group, to enhance customer experience and personalisation whilst supporting seamless omnichannel marketing.

Responsibilities;

• Strategy: build a CRM strategy aligned with the company’s objectives and customer-centric approach. This will include analysing our customer data to build out a segmentation and lifecycle strategy.
• Budget & KPIs: Own the CRM budget and provide regular, detailed weekly and monthly reports to the business evaluating performance and recommending optimisations.
• Bamford Collection optimisation: drive group efficiencies by ensuring we have the right systems and training to maximise returns.
• Drive growth in our contactable database across the group, using RFM analysis to segment and drive conversion, retention and customer satisfaction effectively.
• Ideate and execute a testing plan across trading, brand and automated email flows to optimise performance and find hero creative, copy and day/time routes.
• Work with the online trading team to ensure a seamless customer journey across our multiple digital touchpoints to maximise customer experience and conversion.
• Work seamlessly with the marketing team to build on-brand email content aligned to our marketing calendar and ensure support is additionally given to driving in-store footfall and hospitality bookings.
• Work with the Daylesford Stays team to ensure customer comms that drive bookings and covers, and to improve the on-site booking experience through improved customer journeys (UX and creative).
• Tight database management to ensure data integrity, accuracy and compliance with privacy regulations.
• Leadership: manage a CRM executive to work effectively across multiple brands with clear objectives and regular performance evaluations, providing regular guidance, mentorship and support to individuals to aid personal development.

Skills you will bring;

• Proven experience in CRM (4+ years, ideally in luxury retail/e-commerce) with a track record of driving customer retention and loyalty.
• Expertise in CRM technology, including email marketing platforms, marketing automation tools and customer data platforms.
• Strong analytical skills and exceptional problem-solving abilities.
• Results-oriented mindset with an ability to drive revenue without compromising on brand standards.
• Strong communication and presentation skills.
• Excellent leadership and experience managing teams.

Please note this role will require you to be in the office 5 days per week. Our office is based at South Kensington.

Benefits: Generous discounts across our ranges, subsidies private medical, life assurance 1 x salary, pension (company contributes 4.5%), 1 x volunteer day per year, mental health support, social events, 25 days holiday plus bank holidays, free parking.

**** Although we are always looking to welcome the best talent into our clients team, unfortunately, at this time, we are unable to sponsor visa's/work permits so please only submit your application if you have full right to work in the UK.

Bamford Collection is B Corp Certified.