Matchesfashion Careers – Head of Loyalty and CRM In London

Overview

Position Title: Head of Loyalty and CRM

Company: MATCHESFASHION

Location: London, England, United Kingdom

Job Description:

Responsibilities:

• Lead the loyalty and CRM team – a growing team of 8 – defining team goals, individuals’ KPIs and representing the team at a leadership level.
• Evolve, shape, define (and re-define where appropriate), the Loyalty scheme and value proposition, ensuring the added value of the programme is both compelling and clearly and easily understood by customers.
• Manage and define our Global Digital Comms strategy – ensuring a strong approach to automation and personalisation – and the introduction of new channels such as web push and SMS.
• Design CRM programmes which are both highly relevant and exciting to our various customer tiers while also driving profitable growth at scale – managing the balance between brand image and commercial traction.
• Ensure best-in-class, personal and appropriate benefits for the loyalty scheme – from ideation to communication and delivery.
• Innovate and develop exciting loyalty activations which are motivating to customers and commercially attractive for the business.
• Find suitable, value-adding, and scalable partners for the loyalty scheme, on-board and roll out benefits to customers.
• Build out a specific top tier activation programme (Digital and Physical), including comms, campaigns, gifting, and events.
• Define and manage the loyalty experience online including the customer comms journey for all customer tiers, working closely with the various stakeholder (Product, Engagement, Technology and Delivery) – including managing 3rd parties and ensuring they are fit for purpose, and supporting in evolving the Loyalty stack to support the business scale and growth aspirations.
• Define and manage automated re-engagement programmes, always taking a test-and-learn approach – work with the Head of Engagement to populate the campaign calendar and define the promotional strategy.
• Analyse the results of all activities, continuously refining the approach and proposition for future activations and campaigns.
• Drive and monitor clear, regular, and accurate reports on all campaigns and activities, with a strong focus on churn and attrition – articulate clear recommendations on optimising and scaling current and new activations.

Requirements:

• Strong experience in driving large online Loyalty propositions and of CRM across levers. Experience of managing loyalty & CRM across multiple countries / markets preferred.
• Must be a commercially driven and customer-focused; able to balance competing demands and create programmes and activations which are brand appropriate and have commercial traction.
• A team player with a good understanding of Customers, Marketing, Data, and Tech Product, as well as a strong appreciation of luxury customers and standards.
• Able to act as a brand ambassador – always thinking creatively and effectively partnering with key stakeholders to manage projects with our Top Tier clients in mind