You will be defining the strategy for, and overseeing the delivery of relevant, personalised, and exciting campaigns and communications that our M&S customers will grow to love. You could be managing the end-to-end delivery yourself – or working closely with our BU marketing teams.
You will lead a team of highly talented individuals to deliver a co-ordinated sparks communications approach. It’s your role to ensure we are delivering world-class relevant and rewarding loyalty communications at the right time to all M&S customers as they go through their unique journey with us - to deliver incremental value for the business and our members, behaviour change within the customer base, and a step change in how we reward our more valuable customers.
Key Responsibilities:
- Support the development and delivery of the Customer Loyalty Communications strategy to drive growth, personalisation, frequency and engagement across our customer base.
- Define communications strategies and campaigns that deliver clear customer benefit and deliver against targets (like Monthly Active Users). Work closely with the appropriate business teams to understand their customer and commercial objectives and develop programmes of data-led customer communications to support.
- Collaborate with other marketing teams across M&S to bring the loyalty proposition, benefits and campaign moments to life across touchpoints, channels and activities.
- Oversee the end-to-end delivery of customer communications, including emails, banners, and push notifications. Work closely with teams to deliver into other channels including in-store, onsite, paid and ATL.
- Collaborate with Analytics and Data Science teams to ensure activities leverage data-led opportunities, embed test and learn, and are analysed for post-campaign findings.
- Ensure all customer communications align to our M&S and Sparks brand standards, and are reflective of communications standards.
- Optimise all campaigns against key performance metrics, open rates, click-through rates, offer redemption and opt-outs. Embody a continuous improvement approach, continually evolving activity to ensure the best outcomes.
- Ensure all activity is delivered on time, to budget, or appropriate risks and mitigations have been communicated.
- Be mindful of key loyalty and communications trends from competitors, and outside the retail industry, and make recommendations as to how these can be adopted in our communications.
- Find ways of improving executional efficiency across the team, and work with relevant teams e.g. Product and Automation to implement.
- Maintain positive relationships with our delivery partners (data, creative, development agencies etc.).
Qualifications:Essential:
- CRM experience
- Campaign Management/ Project Management experience
- Customer-centric, with a good degree of commerciality
- Retail/ Loyalty experience
- Experience in agency management
- Data literate and numerically literate
Desirable:
- Experience in email and customer journey design and build (ideally using Salesforce Marketing Cloud)
- Multichannel marketer – experience across digital, media, CRM and events/PR
Benefits:
- 25 days’ holiday + bank holidays
- Annual Wellbeing Day
- Pension Scheme
- Corporate Medical Cash Plan
- Smart Working Options
- Employee Assistance Programme
- Cycle to Work Scheme
- Monthly Employee Awards
- Raising money for charity including a paid Volunteer Day
- Referral scheme
- Wellbeing Programme
- Enhanced Family Friendly Leave
We Value Diversity
We champion and welcome diversity in our workforce and ensure all job applicants receive equal and fair treatment, regardless of age, race, gender or gender identity, religion, sexual orientation, disability, or nationality.
What next?
If you found yourself interested in knowing more, drop us your application and someone from our team will be in touch.
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