Senior Guest Knowledge and Engagement Manager

Senior Guest Knowledge & Engagement Manager

Oxford

Luxury

£75,000

As Senior Guest Knowledge & Engagement Manager, you will support the growth and execution of the CRM and Membership programmes. With a strong focus on OR, CTR as well as top tier guest acquisition and retention through CLTV, FF, SPV & Sales. Reporting to the Head of Guest Knowledge & Engagement, you will deliver a streamlined approach to email and membership strategy and growth.

Key Responsibilities

Membership:

• Support the strategic and innovative direction of the membership programme.
• Work cross functionally with various teams to support the membership programme in encouraging member sign-up.
• Lead on ideas for exclusive seasonal membership content such as rewards, communications, events and gifting.

Email Marketing:

• Execute the email strategy, ensuring you are delivering personal, relevant and timely communications.
• Own collaboration with key stakeholders (Content, Retail Marketing, Planning) on the email calendar to develop engaging communication that will deliver growth.
• Report on key CRM metrics, weekly, monthly, quarterly and annually.
• Manage implementation and optimisation if CRM supporting tools.

About you

• Work at a fast pace and be capable of pivoting at speed to ensure both our brand and business goals are met continually & consistently in the challenging & changing marketplace of today.
• 5 years’+ experience in managing loyalty or Membership programmes / CRM within retail and/or a luxury brand environment.
• Previous experience in owning or supporting with a strategy for a CRM Channel as well as developing strategy and execution of automated lifecycle trigger communications.
• Ability to manage time and workload effectively to deliver to deadlines and expectations – Experience using digital tools such as PowerBI, Google Analytics, and Salesforce Marketing Cloud & Loyalty Management platforms.
• Excellent level of computer literacy in PowerPoint, Word and Excel.
• Healthy mix of creative and analytical thinking in order to deliver innovative and engaging experiences that also deliver business results.
• Knowledge of GDPR and the ever-evolving data privacy landscape.
• Hands-on profile and strong communicator.
• Highly organised with a high attention to detail and excellent project management skills

The SR Group (UK) Limited is acting as an Employment Agency in relation to this vacancy.