Senior CRM Executive

Customer Marketing London, United Kingdom


The role:

The Senior CRM Executive will support the delivery of Farfetch’s CRM strategy across email and push marketing, working with /delegating to CRM Assistants to execute the plan and optimising continually with test-and-learn activity. Reporting into the CRM Manager, they will lead on calendar planning to ensure retention channels’ meet revenue targets and are optimised to deliver future growth. They’ll collaborate with Product, developers and Creative to evolve the design and functionality of Farfetch’s retention communications, and with Analytics and Data Science to ensure a customer-centric approach.

What you'll do: 

  • Drive day-to-day execution of Farfetch’s CRM plan, ensuring email and push communications are delivered in a timely and effective manner, delegating to CRM Assistants accordingly
  • Lead on calendar planning, ensuring CRM communications are matched with trading targets and optimised across Supply & Demand inputs
  • Launch new automated personalised CRM campaigns, working with BI, Data Science and Product on data requirements
  • Plan and execute activity for optimising on-site data capture to build CRM audiences
  • Collaborate with regional CRM teams on country specific activity
  • Support on forecasting and planning process in order to meet agreed KPIs and targets
  • Work with email developers to optimise email and push templates for performance and production efficiencies
  • Measure performance of CRM channels, build and analyse relevant reports, plan and manage test/ control design and execution and provide actionable recommendations and next steps from the results
  • Have a test and learn approach to new digital marketing initiatives and support the roll-out of test learnings across the global campaigns

Who you are:

  • 2+ years’ experience in an analytical CRM role
  • Education: Degree from a top tier university
  • Experience of planning, building and executing testing programs (a/b, multivariate etc.)
  • Outstanding execution skills with strong attention to detail
  • Outstanding work planning and time management skills: ability to prioritize
  • Excellent communication skills and confidence in presenting to and working with senior team members
  • A passion for numbers and outstanding analytical skills including:
    • Ability to analyse and communicate insights regarding key digital marketing metrics
    • Ability to build performance reports
  • Intermediate Excel, experience with Google Analytics
  • Experience working with an Email service provider (preferably Responsy’s or similar tier 1 platform)