Senior CRM Executive

Customer Marketing London, United Kingdom


The role:

The Senior CRM Executive will support on the delivery of Farfetch’s CRM strategy across email and push marketing, working with CRM Assistants while reporting into the CRM Manager. This is an analytical role, which will support the team by providing an insight-led approach to activity planning, delving into numbers, proposing opportunities, and developing a Test & Learn plan to ensure retention channels’ meet revenue targets and are optimised to deliver future growth. They’ll collaborate with Product and engineering teams to drive the evolution of Farfetch’s retention communications, and with Analytics and Data Science to ensure a customer-centric approach.

What you'll do:
  • Measure performance of CRM channels, build and analyse relevant reports and provide actionable recommendations and next steps from the results
  • Deliver campaign insights to develop a stronger understanding of consumer behaviour and suggest ways to optimise plans in future
  • Lead data-driven calendar planning, ensuring CRM communications are matched with trading targets and optimised across supply & demand inputs
  • Identify opportunities for new automated personalised CRM campaigns, working with BI, Data Science and Product on data requirements
  • Support on forecasting and planning process in order to meet agreed KPIs and targets
  • Demonstrate a test and learn approach to new initiatives and support the roll out of test learnings across the global campaigns
  • Ad hoc analysis - regularly present CRM performance updates and run ad-hoc analyses to support Managers in the decision-making process
  • Communicate complex analysis clearly and simply and presenting in a way that tells a story from business problem to recommendations

Who you are:
  • 2+ years’ experience in an analytical CRM role or other analytical roles
  • Education: Degree from a top tier university
  • Experience of planning and analysing testing programs (a/b, multivariate etc.)
  • A passion for numbers and strong analytical skills including:
    • Ability to analyse and communicate insights regarding key CRM and business metrics
    • Ability to build performance reports with suggestions for improving the existing strategy
  • Outstanding work planning and time management skills: ability to prioritize
  •  Excellent communication skills and confidence in presenting to and working with senior team members
  •  Intermediate Excel skills, experience with analytics tools such as Google Analytics, Tableau, Looker
  • Experience with database querying languages e.g. SQL highly desirable
  • Demonstrated experience in working with databases, data analysis, segmentation