Customer Relationship Management Manager

"Function: EcommResponsibility: Manage the ecomm growth strategy to drive brand engagementReports to: Head of Ecomm Location: Leeds (Colton) 2mins from Junction 46 – M1, 20mins from Leeds StationCompensation: Dependant on experience Level: Manager (Red)
Our background and your main purpose…Gym King was founded in 2015 and has grown from ‘bedroom brand’ to a leading athleisure and performance wear company with sales of in excess of £20m through an excellent online presence and market leading retail partners. A highly entrepreneurial business driven as a tight fast-moving SME. Gym King believes that we are all fighting for something and that something can be achieved with the right mindset and execution, changing our lives for the better forever.
We are looking for a Strategic Growth CRM Manager to deliver our email, SMS & push notification strategy to drive brand engagement, loyalty, growth and lifetime value.
This role is a blend of strategy, technology and analysis, focusing on the entire customer lifecycle. You'll manage the strategy omnichannel to drive growth within our CRM database, encouraging new customer acquisition, retention, and loyalty. You'll take ownership of segmentation within our database, managing the strategy of automation and personalised email campaigns, SMS and push notifications. From owning the strategy and planning, to building automated flows & reporting analytical insights back to the wider team, you will ensure a seamless user journey across email and website. You'll develop & deliver CRM communication plans and strategies, as well as understanding and identifying opportunities with the current CRM system in terms of usability and business reporting. You’ll implement new tools and third-party apps to deliver actionable insight on customer behaviour to wider teams of the business to influence decisions cross departmentally.
Role Profile:Develop and lead CRM strategy across all communications that aligns with our wider business goals; E-mail, SMS, Push Notifications & Whats App.Reporting on performance on a weekly basis, sharing insights with wider team.Ownership & on-going success management of current ESP; Ometria. Developing and managing the A/B testing roadmap.Manage email and SMS segmentation.Manage automation flow, review, learn and optimise. Explore ways to improve engagement & conversion rate within CRM. Explore ways to improve and drive customer retention.Maintain the quality of the database ensuring its effective segmentation for personalised content/sales. Run a successful membership/loyalty programme. Maintain high levels of GDPR compliance and ensure best practices are upheld and improved where necessary.
Key Skills & Experience· Minimum 5 years CRM specific experience · A highly organised, self-starter with excellent attention to detail and time management skills· Excellent data management and analytical skills· Strong project management skills· Strong communication and teamwork skills· Ability to multi-task and meet deadlines in a fast-paced environment, taking ownership of tasks from inception to conclusion· Friendly and outgoing, able to forge and build good working relationships with multiple stakeholders· Technical expertise of CRM technology, systems and processes and KPI metrics· Experience using Ometria as an email service provider would also be beneficial.
Gym King values:FearlessFocussedDrivenResilientTeam Player
The successful candidate will demonstrate behaviours that are aligned to these values.
Benefits· Competitive salary dependent upon experience· 25 days holiday (plus bank holidays) option to ‘buy’ up to 2 extra days· Free onsite parking· Relaxed and friendly working environment· 50% Gym King discount for staff, friends & family· 10 days Company sick pay (after completion of probationary period)· Hybrid working (1 in 5 days from home, usually on a Wednesday)· Health Cash Plan (after completion of probationary period)· GK profit related bonus scheme· Flexible start (between 08:00-10:00) & finish (between 16:00 – 18:00) times· Staff shop with heavily discounted sample Gym King productsFree Shredfast membershipCycle to WorkFully paid for annual staff party
Working hours: Due to the nature of this role, the hours will be full time (37.5 hours per week) Monday-Friday, although a flexible approach is required at times to meet the needs of the role.
Location: This role is based at Unit 6 Temple Point, Bullerthorpe Lane, Colton, Leeds LS15 9JL. 2 minutes off the M1 J46. There may be a requirement to travel as part of this role.
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