At ESPA, we truly believe that our long-term success lies in putting the customer at the heart of everything we do. We have a very exciting opportunity for a CRM Executive to work as part of our digital team to enhance the customer journey at every touchpoint and deliver the high growth targets forecasted over the next 3 years.
Reporting to the Senior Digital Marketing Manager, the primary focus of this role is to manage the day to day Customer Relationship Management (CRM) programme.
With the assistance of the wider digital marketing team, this role will ensure that ESPA continues to grow customer value and commitment through effective analysis and targeted communication.
- Work with the Digital Marketing Manager, digital team and agency to create, develop and implement the CRM strategy.
- Better understand and educate our marketing team on our direct customers and devise ways that we can build closer ongoing relationships
- Drive customer acquisition, working with key media partners and promotion mechanics
- Implement various automated customer journeys including mapping and building the journey in our email service provider
- Create a top customer program to build engagement and spread love for our products.
- Implement direct mail campaigns, working with our agency for the data, studio team for creative and mailing house for fulfillment
- Support with various testing to drive customer acquisition such as paid social and partnership activity
- Working closely with all departments to ensure the CRM works effectively for all aspects of the company
- Support the customer services team to help maintain our very high customer services standards and championing customer experience internally
- Business degree or equivalent
- Digital marketing and CRM experience in a consumer-focused business
- Excellent numerical and analytical skills
- Logical thinker
- Passionate about eCommerce
- Strong planner and organizer
- Lots of intuition and a willingness to learn
- Accuracy and great attention to detail
- Outstanding communicator
- Passion for digital innovation and technologies
- Enthusiasm for luxury branding and design