The CRM Executive will be responsible for driving customer engagement and retention through the strategic use of data and email marketing initiatives. By leveraging CRM systems, customer insights, and targeted communications, this role aims to deliver personalized experiences that nurture customer relationships and support business growth. 

This role is pivotal in creating meaningful interactions that enhance customer loyalty, increase lifetime value, and foster long-term brand affinity.

Key Responsibilities:

Email Campaign Management:

• Design, develop, and execute targeted email marketing campaigns tailored to different customer segments,
• Work with cross-functional teams to define campaign objectives, messaging, and design,
• Segment customer lists based on behaviour, purchase history, and demographic data to create personalised email experiences,
• Ensure email campaigns are optimised for deliverability, engagement, and conversion,
• Conduct A/B testing to improve subject lines, content, CTAs, and overall performance,
• Support multi-channel CRM initiatives, including SMS campaigns, push notifications, and other future channels.

CRM Strategy and Data Management:

• Manage and maintain the CRM system, ensuring customer data is accurate, clean, and up to date,
• Segment and analyse customer data to identify trends, preferences, and behaviours for targeted campaigns,
• Use CRM tools and databases to track customer interactions, manage data entry, and perform regular data audits,
• Ensure all CRM and email marketing activities comply with GDPR and other relevant data protection laws,
• Develop and implement strategies to increase customer engagement, retention, and lifetime value,
• Map customer journeys to identify opportunities for engagement and conversion improvements across touchpoints.

Performance Analysis and Reporting:

• Track and analyse KPIs such as open rates, click-through rates), conversion rates, and overall ROI,
• Provide insights and recommendations for improving campaign performance based on data analysis,
• Prepare regular reports for senior management on the success of email campaigns and CRM initiatives.

Customer Engagement:

• Use data-driven insights to craft targeted communication strategies that drive customer loyalty and increase retention rates,
• Develop and optimise automated workflows (e.g., onboarding, re-engagement, lifecycle management and abandoned cart emails) and leverage AI-driven personalisation for better engagement,
• Ensure that all CRM activities align with the company's brand voice and customer experience goals.

Skills and Experience: 

• Proven experience in CRM management, email marketing, and data analysis,
• Strong knowledge of CRM tools and email marketing platforms,
• Experience in customer segmentation and database management,
• Strong analytical skills with the ability to translate data into actionable insights,
• Understanding of email marketing best practices, A/B testing, and campaign optimization,
• Proficiency in Microsoft Excel or other data analysis tools for reporting,
• Excellent written and verbal communication skills,
• Strong attention to detail and ability to manage multiple projects simultaneously.

Behavioural Role Fit:

• Analytical Thinker: Enjoys working with data, identifying patterns, and using insights to drive decisions,
• Detail-Oriented: Focuses on accuracy, ensuring data and campaigns are precise and well-executed,
• Results-Driven: Motivated by achieving measurable outcomes, constantly improving key performance metrics,
• Customer-Centric: Prioritises understanding and meeting customer needs to create personalised experiences,
• Proactive Problem Solver: Takes initiative to identify challenges and resolve issues quickly with data-driven solutions,
• Collaborative Team Player: Works well with cross-functional teams to align strategies and drive success,
• Adaptable and Agile: Flexible in adjusting to new tools, priorities, or campaign changes in a fast-paced environment,
• Creative Strategist: Uses creativity to craft engaging and impactful email campaigns while leveraging data,
• Tech-Savvy: Comfortable with CRM systems, email marketing tools, and data analysis software,
• Curious Learner: Continuously seeks to stay updated with the latest trends and tools in marketing and data analysis.