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Head of Customer Retention Marketing

Job details
Posting date: 22 August 2019
Salary: Not specified
Additional salary information: Competitive salary and attractive benefits package
Hours: Full time
Closing date: 21 September 2019
Location: SE1 2QG
Company: Charles Tyrwhitt Ltd
Job type: Permanent
Job reference: 97412JCP

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Summary

The Head of CRM will be given the opportunity to own and implement the CRM strategy across UK, DE, FR, AU and ROW, with the mission to increase targeted engagement, customer lifetime value and retention. You will take full ownership of CRM from lifecycle communications, through to re-engagement and growth. You will have operational accountability to deliver the best in class CRM programme optimising customer communications through increased personalisation and ensuring customers get exposed to the right message and the right time. We are looking for a strong communicator who has the ability to influence across all levels, in order to drive forward new initiatives that will help extend customer messaging from traditional CRM channels into other new Digital & Omni-channel channels and touch points.

Charles Tyrwhitt (Rhymes with "Spirit” by the way) is a leading British menswear brand and multi-channel retailer. We Tyrwhitteers are a lively and entrepreneurial bunch always ready to jump at the next opportunity to “Make it Easy for Men to Dress Well”. That’s our mission, don’t you know… everyone’s role here is intrinsically linked to this lofty ambition. AND the best bit is… its working! We are growing and evolving and loving every minute!

To ensure we sustain this growth and ever improve our outstanding service, we are looking for an experienced and hands on Head of Customer Marketing to join our award winning Marketing team and be based our Head Office (lovingly known as Tyrwhitt Towers!).

The Role

The Head of CRM will be given the opportunity to own and implement the CRM strategy across UK, DE, FR, AU and ROW, with the mission to increase targeted engagement, customer lifetime value and retention. You will take full ownership of CRM from lifecycle communications, through to re-engagement and growth.

You will have operational accountability to deliver the best in class CRM programme optimising customer communications through increased personalisation and ensuring customers get exposed to the right message and the right time.

We are looking for a strong communicator who has the ability to influence across all levels, in order to drive forward new initiatives that will help extend customer messaging from traditional CRM channels into other new Digital & Omni-channel channels and touch points.

This will be achieved by:

Planning and delivering CRM strategies across the marketing mix delivering consistent messaging across all channels to a single customer view.
Curation and maintenance of the internal customer Pen Portraits to ensure that we are segmenting and talking to our customers in the most relevant way.
Segmentation Models - Analysis of current and future strategies.
Review of the key moments in the customer life cycle and strategies to increase retention.
Customer Journey Mapping analysing touch points with the organisation and maximizing all commercial opportunities.
Working cross functionally to deliver a truly first class experience across all customer touchpoints.
Monitoring and delivering customer insights into the business. Working with other departments to implement opportunities
Overseeing all direct communications with customers through the CRM.
Drive a step change in our customer creative
Custodian of all CRM testing strategies to ensure we are always on the leading edge of customer retention.
What we are looking for

Extensive experience and solid understanding of direct, email and digital marketing
A results-driven marketer; highly analytical and data literate
Strong data mind-set and inclination towards fact­-based decisions
Thorough experience of developing results driven marketing strategy based on consumer insight
A good understanding of:
customer databases
response-driven design, copy and creative
on-brand marketing communications
incentives and offers
strategies for conversion to multi-buyers, loyalty and lapsing
A team player with excellent people management and inter-personal skills
The ability to work in a fast moving and deadline driven environment
Self-confident with the ability to influence at senior level
Experience of working across more than one market
Creative problem-solving skills with focus on efficient execution while balancing big-picture thinking
Proactive & independent, always looking for ways to take initiative and improve existing programs/processes
Must exhibit superb verbal and written communication skills with a high degree of comfort interpreting results and communicating insights effectively
Somebody with a collaborative approach, combined with initiative and proactivity
The ability to prioritise and deliver high-­impact initiatives
Who we are

Once upon a shirt, Nicholas Charles Tyrwhitt Wheeler (whilst studying Geography at Bristol University – we might add) had the notion that he could make a better shirt at better value than anyone else in the world!

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