CRM Manager

Join our team

Founded in London’s Jermyn Street, our passion and dedication to helping the working world dress in the very best has pushed us to constantly create new and exciting designs in formal and casual shirts, tailoring, and casualwear.

Main purpose of the role:

• T.M. Lewin has a rich history and a vast customer base that remains largely untapped; this presents an excellent opportunity for a bright thinker looking to take their CRM career to the next level. With nearly one million customers opted into our marketing preferences, how will you build more brand advocates with a higher spend?
• This position is responsible for the end-to-end CRM program at T.M. Lewin – everything from setting the strategic direction through to delivery & optimisation.
• The role will own a variety of trigger campaigns such as our welcome journey, abandoned basket, abandoned browse, and lapsed experiences.
• Key responsibilities include reporting and analysing campaign results, driving insights and recommendations, and developing and implementing new automated programs with the help of other team members.
• We have a collaborative, action-orientated culture & are determined to transform this heritage brand; this position will have a leading say in driving our customer strategy, which will be crucial to the transformation.

Main duties include, but are not limited to:

• Own the CRM build and implementation process, liaising with all relevant internal channels to ensure CRM is fully aligned with the business and vice versa.
• Manage BAU communications and maximise a suite of Life-stage, Behavioural, and reactive communications to drive customer response while maximising metrics within the BAU activity through rich storytelling, creative and personalisation.
• Maintain a disciplined, scientific test & learn ethos methodology.
• Identify development required within the Email Platform to maximise functionality and return on investment.
• Campaign and competitor monitoring to allow us to prove successes and lesson to the business.

Key competencies

• Customer-centric, disruptive thinker
• Experience with Customer Data Platforms; Bloomreach Exponea is highly preferable.
• Experience with Email Service Providers (i.e., Mail Chimp / Klaviyo) & commerce platforms (i.e., Shopify)
• Exceptional attention to detail
• A keen and critiquing creative eye
• Campaign reporting and analytics with multi-stage and programme campaigns
• Stake-holder management skills, including briefing and output against tight deadlines.
• Lifestage and behavioural marketing within a busy retail environment
• Hands on experience of building and deploying dynamic email content
• Experience of other channels including Whatsapp, SMS and direct mail would be great also

Measures of Success

• Customer Health analysis (i.e., CLV and number of active customers)
• Channel Performance – such as Email (Open Rate, Click to open, click to send, conversion)
• Delivery to artwork sign off deadlines and checkpoints.

As a business we pride ourselves on our excellent craftsmanship, quality and service. These values are also key across all teams within T.M.Lewin.

Join us on an incredible journey as we constantly strive to remain world-class innovators in our field.

A truly knowledgeable, professional and rewarding team, we will challenge, stretch and support you to achieve more than you can possibly imagine throughout your career.

Job Type: Full-time

Salary: £50,000.00-£60,000.00 per year

Benefits:

• Company pension
• Employee discount
• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus scheme

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Experience:

• CRM: 3 years (required)

Work Location: Hybrid remote in London