CRM Manager

The CRM Manager will be responsible for the strategic planning and successful execution of a robust CRM publishing schedule that includes newsletters, brand media and marketing communications. Using the full suite of Harrods owned channels (email, print, mobile) to deliver relevant and timely broadcast communications, tracking success through KPIs and ensuring customer’s experience is at the high standard expected from Harrods.

About Us

Harrods is a globally recognised luxury retail brand, with a growing portfolio of digital and traditional retail channels and a strong database of loyal customers. The Harrods board have a growth vision for the business with investment in CRM, Rewards and Customer Analytics at the heart of this. In 2021 we have undertaken a comprehensive Single View of the Customer project to create a 360 view of our customer data and migrate to a new SAP marketing and communications platform due to go live in early 2022.

You will be joining a CRM, Loyalty and Customer Analytics team of c20 people, based in London but with work-from-home flexibility. We are a hardworking, ambitious team, who enjoy getting a closer understanding of our customer, looking to replicate the outstanding service received in our stores, outlets and online.

About You

You will have prior experience in CRM and advanced understanding of ESPs/CRM systems, SAP Marketing Cloud preferred. Extensive knowledge of CRM automation best practices is key, ideally within a retail or luxury environment. You will have proven experience executing personalised campaigns across multiple channels, managing the process from strategy to deployment, and demonstrated experience in working with databases & data analysis. Strong analytical and quantitative skills are also important for this role, ability to use data to develop and measure marketing campaigns. Additionally, you will need to have knowledge of Google Analytics, experience managing and development a team and a strong understanding of GDPR regulations

You will have strong prioritisation and organisation skills, able to manage multiple assignments and tasks, set priorities and adapt to changing conditions and work assignments. You will be a good communicator who effectively conveys information verbally and in writing to all levels of colleagues and management. Able to win friends and influence people across the wider business.

Our Promise to You

We pride ourselves on challenging conventional thinking and making the impossible possible. If you share our positive approach, this is a career move that will open doors for you.

We will also take care of your long-term career progress, whether your ambitions take you upwards, or sideways into different areas of the business. Our benefits package gives you generous pension and life insurance, up to 33% discount on instore shopping and 50% off work clothes, 25 days’ holiday and your birthday off.

Uniquely You

At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or Instagram.

Additional Information:

Time Type:

Department: