CRM Executive

Location

Hybrid < 1-2 days in the office/Support Centre on Hams Hall Distribution Park, Coleshill.

Why The Works?

You sell the paint that turns someone into an artist. You provide the book that unleashes an inner author. You supply the games that help bring families together. You give someone the puzzle book that reconnects someone with a late family member’s memory.

You never know who someone will become. So with your passion, and our products, you will help ignite the spark in helping people unleash their creativity, find new passions, hobbies, or rekindle fond memories.

The unseen possibilities are limitless, and it all starts with you.

Become a CRM Executive

This exciting role (reporting into the CRM Manager) will be integral to help deliver our big plans for CRM this coming year and beyond. We are looking for someone who isn’t afraid to be bold in their ideas, to deliver a best-in-class programme of automated customer journey communications across the customer lifecycle which drive engagement, sales, and lifetime customer value. Do you have what it takes to delight our customers and keep them highly engaged with our brand?

Your Mission

• Work alongside the team to execute the overall CRM strategy.
• Supporting CRM Manager and taking lead of the automated customer journeys programme, to review, develop and optimise a series of behavioural led trigger journey email communications (e.g. welcome, abandoned basket, lapsed etc) across the customer lifecycle to drive engagement, lifetime customer value and sales.
• Use data to analyse performance using key KPIs to provide actionable insights and improvements for future development.

• Support CRM Manager with the delivery of new customer ‘perks’ programme, from initial planning to execution to drive customer loyalty.

• Deliver the full end to end email campaign process from briefing, sign off, set up, testing, scheduling and deployment.
• Use segmentation and personalisation to enhance email campaigns and drive customer engagement.
• Use personalisation tool to ensure email content is continually evolving, engaging and fresh.

• Weekly and ad hoc reporting of email results and learnings to be presented to stakeholders, making conclusions and in-depth analysis of all campaigns.

• Develop and drive, alongside CRM Manager, an always on test and learn plan to drive optimisations across the automated customer journeys programme.
• Co-ordination with the wider marketing, online, buying and merchandising teams to ensure all communications are on-brand, accurate, relevant, and timely.
• Work closely with email designers to ensure email templates are optimised and creative is on-brand and engaging.

• Keep up to date with industry CRM activity and share any ideas or concepts for us to test.
• Review competitor activity and share updates with wider marketing and creative teams to inspire new opportunities.

Skills/Behaviours That Will Set You Apart

• You must have previous experience working with an ESP. Ometria is desirable but not essential.
• Experience using Google Analytics.
• Analytical and proactive approach with the ability to draw conclusions from data and make recommendations based on results.
• Strong attention to detail.
• Copywriting skills.
• Strong organisational skills to co-ordinate scheduling and manage multiple projects simultaneously.
• Commercially minded with a creative flair.
• Able to communicate effectively and contribute confidently within a team.
• A 'can do' attitude, we are a busy team!

Our PERKS really are ‘The Works’

• ?? 25% Colleague Discount! - Plus, exclusive Double Discount days!
• ?? MyWorks - Access exclusive online discounts across hundreds of retailers, holidays, utilities deals, tech and more!
• ?? Holiday – 33 days including bank holidays.
• ?? Holiday Purchase - Purchase an additional 5 days
• �? Can-Do Academy - Grow your skills and career with instant access to further training and development in areas that interest you.
• ?? Wagestream - Claim early access to 50% of your wages as you earn them – for when ‘life’ happens!
• �? Share Scheme - Unleash your inner Monopoly mogul and own a piece of The Works!
• ?? 24/7 support for you and your family - Through our partnership with the Retail Trust who provide an Employee Assistance Programme and so much more!
• ?? Healthcare Cash Plan – To support your everyday healthcare costs
• ?? And loads more! – Long Service Awards, pension, life assurance, Cycle to Work and optional charity giving.

Our Purpose

To inspire reading. learning, creativity and play - making lives more fulfilled.

Our Values

We are Crafty | We are Caring | We are Can-do

We Listen. We Care

Each year, we run an anonymous colleague engagement survey. This is so important for us to hear your feedback and suggestions. We want to know what’s going great, and what needs a couple of tweaks to help make The Works the best place you’ve ever worked! You’ll have opportunity to help give us that direction.

Promoting Diversity, Inclusion, and Applying Reasonable Adjustments

At The Works, we are proud to have an inclusive culture where everyone truly feels able to be themselves. Our roles are open to all, including under-represented groups such as ethnic minorities, people with disabilities, carers & members of the LGBTQ+ community (including those who identify as lesbian, gay, bi, trans, non-binary, or use another term).

We are open to discussing part-time and flexible working and, where possible, will try to support this. If you need reasonable adjustments to apply for this role, please contact and we’ll be happy to help!