Customer Segmentation Manager

MandM Direct
Leominster, Herefordshire
19 Aug 2019
08 Sep 2019
Contract Type
Full Time
The Company:

We have been in business for over 30 years and are one of the largest pure-play apparel and footwear retailers in the UK, with over 2 million customers shopping with us every year and over 104 million website visits a year. We currently have dedicated local market websites in the UK, Ireland, Germany, France, the Netherlands, Denmark and Poland; in addition, we dispatch to a further 20+ countries worldwide.

The Role:

The Customer Segmentation Manager will be an integral part of the wider Customer team - working to create timely, relevant and revenue generative global multi-channel marketing campaigns.

The Customer Segmentation Manager, supported by a team of Customer Segmentation Executives, is responsible for the sound segmentation of our customer database and the efficient creation and provision of marketing campaign lists and resultant comms scheduling.

Ultimately, they take operational ownership of the execution, testing, analysis, and performance of our data-driven retention marketing in conjunction with the CRM Manager.

What's In It for you...
  • Competitive salary, bonus scheme, and pension
  • A great Company culture
  • Flexi-time
  • Your birthday off
  • Subsidised canteen
  • Generous staff discount
  • Healthcare cash plan
  • And tons more...

If you're looking for an exciting role where you can share your ideas within a social and friendly work environment whilst vastly increase your business skills and knowledge at the same time, this is the role for you.

Your day-to-day duties and responsibilities will include:
  • Working in close collaboration with the CRM Manager to formulate the global email marketing plan, always seeking to maximise the relevance for our customers.
  • Oversight of the on-time scheduling of our email sends ensuring they arrive at the right time on the right day for optimal impact - line management of two segmentation executives to meet this.
  • Devises and implements the email segmentation strategy and plan, optimising the open rate, effective rate, and conversion rate.
  • Leading overall reporting and analysis of our CRM activity via our ESP, Google Analytics, Big Query and Looker - includes monitoring the success of our test, control and learn programme.
  • Owning the relationship with our Email Service Provider, being the Business Lead for our shared data schema - adding and removing fields as relevant.
  • Ensuring that we are developing our data strategy to future proof campaigns and build data literacy amongst the wider Customer team.
  • Providing data for connected digital campaigns across search, display and social.
  • Managing transactional and service emails in conjunction with internal IT teams.
  • Maintaining a second to none understanding of our customers base their requirements and how best to meet them through our communications.
  • Leading the way in growing a data-driven culture within the customer team and wider business by maintaining a passionate understanding of the latest developments in data analytics, management, and governance.
  • Collaborating with our Customer Service team to ensure that all GDPR requirements are met and adhered to in relation to our marketing comms and that any customer queries are dealt with efficiently and in the strictest confidence.
  • Responsibility for the business relationship with HMPS, seeking innovative ways to deliver against revenue and profit targets and drive efficiency.

About You:

Interested? To be considered you will need:
  • Experience of managing large volumes of customer data and resultant segmentation strategies in a fast-paced retail environment, preferably with an eCommerce focus.
  • Demonstrable experience of working with enterprise-level Email Service Providers and CDPs eg. Redeye, Emarsys, IBM WCA, Bluecore, Exponea, Optimove.
  • Strong working knowledge of relational databases for marketing use - any experience with SQL, Google Big Query/Google Cloud, Microsoft Dynamics is a plus.
  • Experience of online analytics - Google Analytics preferred.
  • A working understanding and appreciation of the GDPR, data integrity, security and all-round consumer rights protection.
  • A natural servant leader who enjoys balancing leading by example with effective delegation (previous line management experience not absolutely essential)
  • Highly organised with good project management skills - must have the ability to manage multiple projects at the same time.
  • A naturally curious individual who enjoys problem-solving and has the ability to work under pressure, driven by hitting targets and responsive to real-time results.
  • Attention to detail and accuracy, with excellent grammatical skills.
  • A proactive, enthusiastic and 'can-do' attitude.
  • Strong interpersonal skills and confidence when dealing with internal and external colleagues.

Desirable Skills
  • Strong (BA/BSC and above) academic background in a quantitative subject and/or business field.
  • Intermediate (or above!) SQL skills.
  • Line Management experience.
  • An understanding of the latest developments in cloud architecture and data science, particularly for marketing purposes - an understanding of APIs and the ability to code in Python or R highly desirable.

Hours of work:

9.00am - 5.00pm, Monday - Friday.

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