About the role                                                                   

The Senior Guest Knowledge & Engagement Manager will support the growth and execution of the CRM and Membership programmes. With a strong focus on OR, CTR as well as top tier guest acquisition and retention through CLTV, FF, SPV & Sales. The Senior GKE Manager reports into the Head of Guest Knowledge and Engagement and will deliver a streamlined approach to email and membership strategy and growth at the UK’s leading fashion destination.

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Key responsibilities

The key responsibilities of this role will include some or all the following.

Membership:

• Support and drive the strategic and innovative direction of the Membership programme as well as input as part of annual refresh rewards process
• Work cross functionally with the Partnerships, Retail, Private Clients, The Apartment, Personal Shopping and Hospitality teams to support the membership programme in encouraging member sign-up and wider participation to amplify reward offering to drive high quality of new member and SPV growth.
• Collaborate with Senior Manager, Membership Activation in the delivery of the Membership programme for Bicester Village ensuring we offer a best-in-class experience and engaging rewards via the programme. Includes the end-to-end execution of rewards though emails and other relevant channels.
• Led on ideas for exclusive seasonal Membership content such as rewards, communications, events and gifting, to ensure members are being continually engaged through personal, timely and relevant Membership focused communications.
• Use data to provide insights into performance of the programme to drive overall strategy, supporting reporting on key Membership metrics weekly, monthly, quarterly and annually

Email Marketing:

• Execute the email strategy for Bicester Village ensuring we are delivering personal, relevant and timely communications to our different customer cohorts.
• Own with collaboration from key stakeholders (Content, Retail Marketing, Planning, Product Merchandising) the email calendar to develop engaging communication that will deliver growth across all KPI’s, and value to both the business and brands. Then ensure all emails are built in a timely manner.
• Report on key CRM metrics weekly, monthly, quarterly and annually.
• Support automated email journeys that focus on improving engagement and retention rates.
• Manage implementation and optimisation of CRM supporting tools, like LiveClicker, Litmus etc
• Drive innovation within Salesforce Marketing Cloud and Loyalty Management platforms through partnership with Central GKE & Central IT COE teams.

About You

We are looking for an individual who can display the following experience and skills:

• Work at a fast pace and be capable of pivoting at speed to ensure both our brand and business goals are met continually & consistently in the challenging & changing marketplace of today.
• 5 years’+ experience in managing loyalty or Membership programmes / CRM within retail and/or a luxury brand environment
• Previous experience in owning or supporting with a strategy for a CRM Channel as well as developing strategy and execution of automated lifecycle trigger communications.
• Ability to manage time and workload effectively to deliver to deadlines and expectations Experience using digital tools such as PowerBI, Google Analytics, and salesforce Marketing Cloud & Loyalty Management platforms 
• Excellent level of computer literacy in PowerPoint, Word and Excel
• Healthy mix of creative and analytical thinking in order to deliver innovative and engaging experiences that also deliver business results
• Knowledge of GDPR and the ever-evolving data privacy landscape
• Hands-on profile and strong communicator
• Highly organised with a high attention to detail and excellent project management skills