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CRM & Partnerships Executive
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Salary: £30,000 per annum
Location: Dorking
Hybrid: 3 days in office, 2 days WFH
About the Company:
Our client is one of the UK’s leading and fastest-growing operators in the gift and gadget industry. This company opened its first store in 2002 and, over the next few years, established its position in the niche gadget and gifting retail sector. The business has subsequently grown both organically and through a series of acquisitions and now has unrivalled reach into its market through retail stores nationwide, multiple e-commerce channels, and wholesale distribution to some of the UK’s top retail brands.
Job Purpose:
The CRM & Partnerships Executive is responsible for supporting the Senior Digital Marketing Manager in creating, sending, and analyzing emails to customers, including campaigns & automation flows. They will also lead on affiliate & partnership activity for the company website, working with our affiliate agency & external suppliers/brands.
Responsibilities:
CRM
- Manage the end-to-end email marketing process, including strategy, campaign planning, segmentation, content creation, testing, and performance analysis.
- Ensure email campaigns are aligned with marketing calendars, trading moments, and customer journeys.
- Design and execute automated customer email journeys (welcome, abandon browse, abandon checkout, win back, sunset, etc.)
- Develop segmentation strategies using zero-party data, pop-ups, on-site activity, and purchase history.
- Build and segment customer audiences to drive relevant and personalized email experiences.
- Continuously improve performance by running A/B tests.
- Work cross-functionally with the buying, merchandising, design, customer services, and store teams, as well as the wider e-commerce team.
- Regularly analyze and report on results to refine strategies and drive performance.
- Track CRM metrics including open/click rates, conversion, ROI, revenue, CAC, retention, repeat purchase rate, churn, AOV, discount redemption, loyalty participation, CLV, and CSAT.
- Ensure we are meeting our KPIs for each metric, proposing and implementing solutions if we fall below any KPIs.
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Affiliates
- Manage relationships and communications with our catalogue of affiliate partners, working closely with our affiliate network Adtraction.
- Negotiate increases or decreases to commission rates for affiliates, where needed, with manager approval.
- Identify and onboard new partners with Adtraction. Also, identify and partners that should be removed from the programme.
- Help decide on, arrange, and analyze affiliate tenancy packages for Christmas and potentially outside of peak, with manager approval.
- Create incentives for affiliate partners including discount codes, with manager approval.
- Provide affiliates with product feeds, banners, and promotional material, where needed.
- Attend affiliate events like PI Live and Affilifest, to build relationships with partners, meet new affiliates & gather insights from talks.
- Work through affiliate transaction approvals once a month, ensuring the cost falls within the agreed percentage.
- Track KPIs including revenue, traffic, conversion, AOV, CPA, ROAS.
- Analyze affiliate/campaign results and optimize performance to achieve the best ROI.
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Partnerships
- Reach out to suppliers/brands to get retail media bookings, working with the Head of Buying. This will be periodic and will include Christmas, Father’s Day, Halloween, and other seasonal events.
- Follow through Retail Media bookings from start to finish, including terms and conditions, invoices, email/banner design/creation, and post activity analysis.
- Work with brand partners, including Funko, Disney, Netflix & others, to secure investment in marketing campaigns, data for the buying team, or collaborations for social media.
The Person We Are Looking For:
- Ideally has demonstrable experience of using CRM platforms, Klaviyo being preferable.
- Some experience in digital marketing, preferably retail/eCommerce.
- Ability to work in a fast-paced environment.
- Strong communication and collaboration skills.
- Commercially focused with strong execution.
- High attention to detail.
- Strong problem-solving and prioritization skills.
- Confident presenting results to stakeholders.
Benefits of Role:
- Employee-Owned Business including potential Annual Bonus
- BUPA Dental & Health Insurance
- Life Insurance
- Up to 30% staff discount
- Hybrid working (three days required in office)
- Retail Trust membership - free mental health and wellbeing support for employees and their immediate family, plus shopping discounts and rewards
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