The role requires a combination of strong analytical skills and technical knowledge of data management, together with creative flair to deliver communications which drive loyalty to the business. Key Accountabilities/Responsibilities * Define and drive forward initiatives that support the delivery of the CRM strategy as a key business objective. * Work on multiple projects including customer retention strategy, nursery program, customer research, development of the customer loyalty programmes, and life cycle strategy. * Champion on data-driven approach to CRM planning; work with the Finance team to develop CRM analysis to drive performance improvements, support decision-making and communicate the financial value of CRM to business. * Customer Journey Mapping, analysing touch points with the organisation and maximising all commercial opportunities. * Promote excellence in the CRM channels and deliver internal communications to support strategic initiatives; communicating latest trends, results to tests and best practices to maintain engagement. * Drive best practice across all CRM activity, working collaboratively with wider marketing and e-comm teams to share learnings and benchmark performance. * Champion an integrated approach to CRM, using the single customer view to ensure a consistent message across social media, email, online and in-store communications. Desired Knowledge/Experience * Have a minimum of 3 years' experience in managing CRM Marketing within a retail business. * Be an experienced user of an ESP (Email Service Provider), competent with the principles of segmentation and building emails. * A good technical understanding of the data flow in a retail business. * Have exceptional analytical skills - capable of identifying actionable insights and optimising opportunities.