Job Description

We are looking for a CRM & Email Manager to join Team OB in our Support Office.
As a CRM & Email Manager at OB you will work with CRM & Marketing Automation Lead to shape and execute the CRM strategy across technical projects and multi-channel CRM touchpoints, supporting the CRM & Email Executive in campaign execution and technical delivery.
You will steer the email newsletter strategy, working with the campaign and merch teams to feed into topline campaign plans with historical learnings and performance trends. Also, you will own the automated email roadmap, ensuring the health and optimisation of existing automations and leveraging customer data to identify and develop new flows as well as driving development across other CRM touchpoints.
Our Support Office is based in Tolworth, near Chessington, only a 30-minute journey from London Waterloo. We offer hybrid working with a split of 3 days in the office and 2 days home working per week, and are open to having conversations about working flexibly.
A bit about us ...
At Oliver Bonas (OB), our values of Work Hard, Play Hard & Be Kind are integral to everything we do. Collaboration, imagination, curiosity, and teamwork are key to our success, and everyone has their part to play in making OB a special place to work.
Having fun is key, and a playful and positive approach creates an optimistic environment. We don't take ourselves too seriously, but we are serious about what we do.
Our team knows their stuff. They're confident and creative and unafraid to challenge convention to find solutions, taking accountability for their actions, but always with kindness and humility.
More about the role ...
An OB CRM & Email Manager will:

• Oversee quality and performance of our email channel, CRM use cases, base health and retention marketing initiatives, with a focus on lifecycle status monitoring, predictive models, and identifying opportunities to improve customer engagement, conversion, and loyalty.
• Represent the CRM team across the business, building strong stakeholder relationships, championing initiatives, and identifying cross-functional opportunities.
• Ensure smooth running of the email campaign process, a collaborative approach and clear communication between teams to produce timely delivery and high standard of email campaigns.
• Review and highlight opportunities to optimise newsletters for engagement and conversion including secondary content, A/B testing, dynamic content and personalisation.
• Where necessary, support CRM Executive with email execution
• Manage the automated program strategy, creating multichannel flows, optimising existing automated journeys and identifying opportunities for development and new programs.
• Work with the CRM & Marketing Automation Lead, development agencies, and internal design and content teams to strategise, optimise, and evolve CRM channels and touchpoints including transactional emails, sign up points, e-receipts, onsite product recommendations, promo codes, and data collection weblayers and surveys.
• Ensure CRM and email channel compliance with data protection regulations, working closely with the external DPO and Head of Compliance to maintain high standards, follow correct processes, and complete necessary documentation.
• Data mapping, integration & architecture; collaborate with the CRM & Marketing Automation Lead and technical partners to optimise existing integrations and develop new data streams and technical use cases relating to our CDXP, Bloomreach.
• Manage and prioritise CRM technical tasks alongside the CRM & Marketing Automation Lead. Feed into the roadmap and development tracker, address blockers or resource conflicts, and assess ROI and impact of proposed developments.
• Scope, ideate, and brief new CRM use cases to internal and external teams, writing clear, objective-led briefs focused on creating smooth, personalised customer journeys.
• Lead end-to-end QA testing
• Omnichannel lead generation, customer identification and loyalty use cases support - working closely with our Operations team and Omnichannel taskforce to ensure we maximise the use of our instore POS and e-receipt data, and overseeing any development work needed to create seamless omnichannel experiences
• Evolve our best practice in-line with industry trends and innovations, challenging OB to advance our approach to align with evolving business needs. Including but not limited to Omni-channel opportunities and new channels such as SMS

Bonas Benefits:

• Generous employee discount up to 50% off all OB products
• Free access to our 24 hour employee assistance programme with Care First - offering financial, emotional and vocational support
• Flexible holiday - 33 days (including bank holidays) - increasing to 35 days with length of service
• Annual discretionary profit related bonus scheme
• Free membership for our Westfield Health Cash Plan or Private Medical
• Auto-enrolment into our pension plan
• Free access to our onsite gym
• Cycle to work scheme
• Refer a Friend incentive
• Quarterly free lunch
• Enhanced maternity, paternity, adoption and shared parental leave
• Equity, Diversity and Inclusivity Voice network and EDI team
• Mental Health First Aider support
• Education and support through 360L eLearning platform

What we look for:

• Previous experience with multiple ESPs / CDPs, experience with Bloomreach is beneficial
• Experience within an email marketing and CRM focused or similar role, preferably in a retail or ecommerce environment
• In-depth understanding of CRM best practices with a proven track record of driving uplift in engagement and revenue from deployed use cases and campaigns
• A proactive self-initiator with an action orientated but flexible approach, strong problem-solving skills and ability to thrive in a fast-paced environment
• Excellent communication skills, both written and verbal
• Experience supporting training and upskilling junior team members beneficial
• Highly detail-oriented with strong organisational skills
• Ability to work independently and decision make on owned areas, prioritising tasks accordingly, manage deadlines and communicate timelines
• Strong knowledge of customer data points, compliance best practices and technical principles
• Experience utilising reporting tools - Tableau, GA4 and CDP reporting functionality beneficial

Equity, Diversity & Inclusion at OB
At Oliver Bonas, our promise is to do our bit to make living a joyful experience and give cause for optimism. This promise is central to our work in equity, diversity and inclusion (EDI). To bring joy to others, we must first ensure everyone at OB feels valued, included and most importantly, can be themselves at work.
It is important to us that our brand reflects wider society and the communities in which we operate. As a result, we welcome all eligible applicants for this role however we are particularly interested in speaking to eligible candidates from the Black, Asian & Mixed Heritage communities.
Oliver Bonas is a Disability Confident Committed employer under the Disability Confident employer scheme.
To read more about our ED&I commitments, head over to the EDI page on our website: https://www.oliverbonas.com/meet-the-team/diversity

Skills Required