Our CRM team are a bunch of talented people who all share a passion for the customer lifecycle. As a CRM Manager, you’ll be reporting directly to Craig our Head of CRM & you’ll help create amazing customer experiences.
You'll take charge of planning, running, improving, and fine-tuning our smart and targeted trigger programmes. The main goal? Getting to know our AO Membership customers better and encouraging them to shop with us again and renew their memberships.
Our people are our superpower, and we’re unstoppable when we’re together! We want your ideas to flow, and what better way to make that happen than being based onsite, 5 days a week, where our culture fuels creativity, collaboration and growth. If a £1 bet in the pub between two friends can become the UKs most trusted electrical retailer, imagine what else can be achieved when we’re together!
Here's What You Can Expect To Be Doing
* Work closely with campaign teams to drive new AO Memberships
* Continuously look for ways to improve reach, deliverability, engagement and customer experience
* Collaborate with our Customer Experience team and set the vision and plan for loyalty, advocacy and customer experience
* Work closely with our Brand team to make sure all content is in line with guidelines and delivers the best experience for our customers
* Work with design and development to explore ways in which we can drive efficiency and speed in our production process
* Connect across different areas of the business including Brand, Trade & Operations to understand how CRM can help add value and deliver overall business targets
* Set CRM standards and deliver KPIs
* Analyse findings identify trends to share and recommend a course of action to the business
* Build a robust testing plan and report learnings back to Senior stakeholders on a weekly basis
* Work closely with the Customer Analytics team to understand the value of customer segments and devise strategies on how to effectively target individual segments to drive growth
* Embed a culture of continuous testing and learning
* Identify, champion and leverage new industry innovations that will further enhance our CRM programme
A Few Things About You
* 3+ years’ experience in a similar role using enterprise-level CRM
* Experience in a managerial position with a passion for developing team members
* Experience in campaign planning, delivery and optimisation
* Comfortable analysing and using data to guide decision-making
A Bit About Us
When it comes to appliances and electricals, we’ve got the lot. Washing machines? Yep. TVs? Check. Laptops? Absolutely. Everything except doorbells (just kidding, we’ve got those too).
We’re known for helping our customers brilliantly - and it’s no different for AOers. We care about more than what’s on your CV, because together we can do extraordinary things.
Our benefits are designed to cover the moments that matter to AOers. From health and wellness to giving back - you’ll be rewarded inside and outside of work.
* Our Value Creation Plan; We've created a unique long term bonus plan for every AOer to share in our success, giving you the opportunity of an exceptional reward in return for exceptional business performance.
* Holidays; 25 days, plus bank holidays (increasing to 27 days after 2 years with us!)
* Pension; Contribute 5% of your annual salary and we'll do the same, giving you a little extra support for the future.
* Health & wellbeing; discounted gym membership, an onsite spa and our Help @ Hand scheme giving you access to virtual GP’s, Mental Health support and much more.
* Discounts; exclusive discounts across our product range.
* Family leave; Enhanced Maternity, Paternity and Adoption leave.
* Making a difference; 2 fully paid days a year to donate your time to any charity of your choice.
* On site perks; start your day with free on site parking, grabbing a complimentary breakfast and a coffee at our subsidised Starbucks!
To see all our benefits and perks, visit our AO Benefits page.
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