CRM Manager

CRM Manager

White Stuff - London, GB

Full time

White Stuff was established in 1985 through a simple idea. This idea grew and now we have shops and concessions in the UK and internationally, selling women’s and men’s clothing as well as beautiful accessories and homeware. Our original prints (all designed in house), intricate details and considered design touches reflect our personality and make us subtly distinctive.

Our people are at the heart of our brand, constantly moving and driving us forward. We’re sociable, talented and likeminded and we’re not hierarchical or political in how we do business. We encourage entrepreneurial ideas and accountability at all levels.

About the role

This role will lead all CRM activity for the business, helping to increase the long-term loyalty of our already highly engaged customer base

You will be responsible for developing and delivering highly effective CRM and Loyalty plans to increase customer frequency and engagement with the brand. Working with Brand and Trading teams you will help to scope and implement a new membership approach for the business.

We have made a significant investment within CRM. Building up our automation, personalization and website targeting capabilities. Looking for an experienced CRM leader to complete the puzzle.

What you’ll be doing

· Own and execute the CRM strategy

· Creation of a loyalty membership programme

· Work collaboratively with the content & creative teams to develop a personalised emails to engage customers and drive purchases

· Own the day-to-day newsletter email schedule, balancing trade & brand requirements

· Review and rebuild our automation programmes to drive maximum customer retention and revenue

· Implement a comprehensive test and learn programme and analyse performance to draw out key learnings and insights so we can continually improve

· Take ownership of and develop our customer referral programme

· Keep up to date with industry best practice and trends to build a best-in-class CRM programme

· Work collaboratively with ecommerce and retail to plan and execute cross-channel campaigns to increase engagement and reduce unsubscribes

· Work cross-functionally to develop a deep understanding of our customers through both quantitative and qualitative research.

What you’ll need:

· Previous experience in CRM, preferably in B2C ecommerce

· Loyalty experience

· Exceptional attention to detail

· A keen and critiquing creative eye

· Experience with Customer Data Platforms; Bloomreach Exponea is preferable

· Strong commercial acumen

What we will offer you:

· Annual bonus opportunity

· Up to 33 days holiday per annum

· 2 extra (paid!) days off per year to volunteer in the local community

· 50% discount

· Subsidised BUPA Dental Insurance

· Healthcare cash plan and Life Assurance

· Interest free season ticket loan

· Pension Contribution

We are committed to creating an environment where we can all be proud to work and be ourselves. Part of this commitment is being an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, and age.


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