Monica Vinader Ltd Careers

Job Title: Snr CRM Manager - FTC

Location: London

Reporting To: SVP Growth/ Director of Digital

Who we are

At Monica Vinader, we’re on a mission to prove that buying better, wearing longer and doing better don’t have to be mutually exclusive. From our commitment to making the most sustainable jewellery we can using precious materials, to the timeless style and endless versatility of our pieces, we are driven to making everyday fine jewellery accessible and affordable.

And don’t just take our word for it, we are proud to be recognised in the industry through our recent awards, proving we are leading the way in sustainable jewellery:

●        Ethical Jewellery Business of the Year 2021, Retail Jeweller

●        Queen's Award for Enterprise: Sustainable Development 2022

●        Responsible Luxury Business of the Year 2023 & 2022, Positive Luxury

●        Best Sustainable Luxury Jewellery Brand 2022, Marie Claire UK

We are digital first, omni-channel, customer obsessed, female led and inclusive, focused on creating meaningful relationships with our community, who we owe our success to. We are looking for someone special to join our team to help us make luxury something we can all enjoy everyday.

Where we need your help

●        We are seeking a data-driven Snr CRM Manager to lead the execution of our customer retention efforts.

●        Candidate must be Bloomreach expert, understand how data architecture translates across campaigns, segmentations, aggregates, recommendations etc

●        This role is responsible for executing strategies that enhance customer engagement, increase lifetime value, and reduce churn, in particular across our peak trading period including Black Friday and Sale.

●        The ideal candidate will have a:

○        deep understanding of customer behaviour, lifecycle marketing, and data analytics to drive customer loyalty and long-term growth.

○        The ability to delve into execution to support the CRM team in implementing campaign strategies, while also maintaining a strategic perspective to analyse data, assess performance, and adjust plans accordingly.

What you’ll do

●        Execute a comprehensive retention strategy including over our peak trading period to increase customer loyalty and reduce churn.

●        Utilise customer insights, segmentation, and behavioral data to adapt in flight strategy.

●        Collaborate with marketing, product, tech and customer success teams to enhance customer experience and satisfaction.

●        Monitor key retention metrics, providing data-driven insights and recommendations across teams.

●        Manage and optimise retention communication channels, including email, SMS, WhatsApp, and Direct Mail.

●        Lead a team focused on customer retention strategies and initiatives, supporting them to leverage marketing automation, CRM, and personalization tools to drive engagement.

●        This role will encompass our peak trading period, requiring a high level of agility and the ability to effectively prioritise both personal and team workloads to ensure optimal performance - and that priorities align with business objectives.

What you’ll bring

●        A growth mindset, knowing when to pivot, knowing when to persevere

●        Advanced understanding of CRM metrics and drivers of performance

●        Expertise of data and technology requirements for CDP and ESPs to effectively implement channel strategies including deliverability, Jinja (other coding language).

●        Bloomreach experience - must be comfortable understanding how to use the data within the platform to execute initiatives and report. 

●        Proven experience in leading and inspiring teams, with the ability to motivate individuals and drive them toward achieving their full potential.

●        Team player, able to work with multiple business functions to achieve objectives

●        Exceptional communication skills, written and verbal, you’re known for your visual organisation plus clear and concise style

●        Experience with GA4 and other reporting tools e.g. PowerBi, Tableau, Sigma.

●        Test and learn mindset - and feeding that into day to day operations

●        Experience working at a high-growth start-up or scale-up environment where you’ve had to be a scrappy self-starter with a focus on iteration and pragmatism

●        Self-motivated and enthusiastic approach to work who excels in challenging environments

To be successful at Monica Vinader...

●        You are a doer

●        You’re a team player

●        You’re humble

●        You are honest, straightforward and transparent

●        You are a good teacher/mentor (approachable and accessible)

●        You want to get your hands dirty

●        You solve problems

●        You are resilient

●        You are flexible

●        You are entrepreneurial, smart, and passionate

●        If you don't know something, you say so. Then go figure it out quickly

●        You love working in a creative environment

●        You have a sense of humour

●        You are an insatiable learner

Additional Requirements

Ability to document your authorisation to work in the United Kingdom.

Travel Requirements

Regular travel to our  London office required. Occasionally travel to Holkham,

Our Aims and Values

Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design and customer service. We are:

Customer Obsessed

Our customers are at the core of everything we do. We will always deliver an outstanding and personal experience to them every time they interact with us, to ensure their ongoing support and loyalty.

Caring

We treat people with respect, as we would want to be treated. We are apolitical and assume good intentions in others. We are open and honest with each other while ensuring we take an empathetic and supportive approach.

Fast Paced

We are passionate about what we do, and we want to reach as many customers as fast as we can. We combine focus with pragmatism and flexibility so that we can move at pace in whichever direction we need to take.

Exceptional

We have a relentless desire to continually learn and improve to ensure our products and approach are exceptional. Our tenacity, high standards and attention to detail give us a competitive advantage.

Commercial

We focus hard on facts and approach things in a logical, rational and analytical way. We challenge each other to make sure we make decisions and take actions that create value for our business and our customers.

Monica Vinader as a global business makes the following inclusive culture pledge:
Our jewellery is for everyone and so is our community. Together, we will continue to implement sustainable changes to ensure that career opportunities and progression are open to all. We commit to celebrating the diverse voices of our employees, partners, and the customers we serve.

This job description is not intended to be an exhaustive list of duties to be performed by the employee. This job description may be altered to reflect the business needs of the company.