Role summary

LullaBellz is an established fast-growing Hair eCommerce company with plans for continued accelerated growth within the UK and into international markets.

As our CRM Manager you will report into the Head of Marketing, and you will be responsible for planning and delivering CRM strategies to drive customer acquisition, engagement, retention, and loyalty through personalised marketing initiatives.

Key responsibilities:

BAU

• Develop and execute integrated email and SMS marketing strategies to achieve business objectives, including increasing customer acquisition, retention, and revenue.
• Measure all email, SMS and loyalty performance on a weekly / monthly and quarterly basis, keeping a pulse on results that feed our business goals and strategy.
• Deploy frequent segmentation and creative testing to ensure we are continuously evolving.
• Report & distribute results on CRM campaign performance & share learnings and next steps.

CRM

• Carve and execute an effective CRM strategy that can be applied across all markets including; UK, US and ROW.
• Lead the segmentation strategy across all email marketing touchpoints from; campaign launches, to performance flows and loyalty on-boarding.
• Segments should be optimised by customer value to ensure all cohorts are being accounted for, content should be led by data insight and optimised for outcome.

Loyalty

• Oversee smooth running of the LullaBellz loyalty programme and take a lead role in suggesting optimisations to improve the customer experience.
• Identify and implement initiatives that acquire new customers into the loyalty programs and nurture and increase the value of existing loyalty members, ensuring all users are moving through the tiers with ease.
• Ensure the effective embedding of the Loyalty propositions across channels and customer journeys
• Collaborate with cross-functional stakeholders to deliver Loyalty objectives and the required customer experience.
• Analysis and leverage customer data, generating insights to drive loyalty strategies

Customer Data Management

• Nurture the relationship with Klaviyo to ensure we are ahead of platform updates, industry news and are considered for any alpha, beta testing.
• Ensure compliance with email and SMS marketing regulations, such as CAN-SPAM, TCPA, and GDPR, and uphold best practices for deliverability and sender reputation.
• Maintain all APIs across Klaviyo to ensure all data is fully integrated across our ecommerce and digital marketing platforms

Team Alignment 

• Working closely with wider marketing team to utilise email and SMS marketing as an effective tool to drive business performance, ensuring strategy is aligned with our key brand moments and weekly trading priorities.

Key Skills:

• Minimum 3 years experience in CRM, across strategy, optimisation and implementation.
• Advanced knowledge of email marketing - including Lifecycle Automation, Segmentation, A/B testing, SPAM Management and Deliverability.
• An understanding of customer lifecycle and RFM.
• In-platform expertise with relevant CRM/data platforms and attribution tools e.g., Klaviyo, DotDigital, Google Analytics, Magento, Shopify or similar.
• Experience of Trello or similar project management software.
• Basic Knowledge of HTML and CSS.
• Confident in reporting results to the senior management team.
• Excellent interpersonal and communications skills, both written and verbal, fluent in English with impeccable spelling and grammar.
• High level of attention to detail
• Punctual with a great work ethic

Hybrid working available- 2 days WFH

Must be able to commute to Manchester City Centre 3 days a week. 

£35,000-£40,000 per annum DOE

Closing date for applications Wednesday 8^th January 2025

 *Must have the right to work in the UK