CRM Assistant

The CRM Assistant will support the CRM Executives and work alongside other CRM Assistants on to successfully execute (from briefing to deployment) all customer communications at Harrods. These communications will be delivered via email, direct mail & SMS and will deliver against both customer and business requirements. The communications include our business as usual trading emails alongside our branded mailers.

The CRM Assistant will be integral in evaluating the performance of the campaigns through Acoustic (ESP formerly known as IBM Watson) to identify trends and opportunities for future planning, with a focus on maximising customer engagement through relevance of messaging.

Testing communications thoroughly before they are sent to our customers is also an important and regular task carried out by the assistants in the team, which ensure the customer experience is best in class whilst liaising with the Creative team whilst testing and implementing the AB email testing plan. Along with setting up and testing campaigns, you will be responsible for creating the targeting for the campaign.

To provide vital technical and operational support to the CRM team in relation to campaign deployment and all associated campaign processes – to ensure campaigns are output on the correct date/time and resolve any production issues.

To ensure the successful fulfilment of operational and promotional campaigns; to maximise customer engagement.

Knowledge of Acoustic (IBM Watson for Campaign Management), including email deployment reporting and email marketing is essential to this role.

The role is fast paced so the candidate must be adaptable to change and very skilled in multi-tasking with excellent attention detail.

About Us

This role involves:

• Campaign execution process by preparing the campaign targeting for the corresponding supplier (depending on the channel used: mail, email, text message) with the agreed content, in a correct format and within the required timelines
• Supporting the definition of the customers targeting for each campaign & communication according to their objectives
• Supporting the implementation of the automation of the campaign targeting delivery to the campaign fulfilment
• Supporting/adhering to the Customer contact strategy, the relevance of communications addressed to each customer

Day to Day Campaign Support

• Ensure campaigns are planned and deployed on schedule
• Monitor campaign responses and taking appropriate action to resolve issues
• Maintain CRM calendar, competitor audit, ad hoc reporting
• Understanding the different processes for each campaign/brief

Email set up and deployment

• Basic knowledge of html coding
• Knowledge of Acoustic (IBM Watson Campaign Automation) or another ESP
• Email Insights reporting
• Research email best practices, GDPR and share with the wider teams
• Creating the targeting for the campaign

About You

We are looking for somebody who:

• Has strong proficiencies in IT are required for this position
• Has experience in IBM Watson – Able to create queries, set up and send communications
• Able to use joins and different servers.
• Is familiar with CRM databases
• Excel and PowerPoint
• Is able to assess a situation seeking multiple perspectives
• Is Details oriented and with a wider vision at the same time, looking for process efficiencies
• Has a work ethic, reliable and responsible, always focused on successfully completing tasks
• Is a good communicator who effectively conveys information verbally and in writing to all levels of collages and management
• Is able to manage multiple assignments and tasks, set priorities and adapt to changing conditions and work assignments.
• Is able to manage own and company expectations
• Has a keen eye for details and accuracies

Our Promise To You

As long as you shine in our fast-paced world, we’ll make sure you get some great career exposure. You’ll have the chance to move both upwards and laterally across the business.

We are leading the way in luxury retail with a philosophy that challenges convention and says anything is possible for customers.

Share this approach, then, your future will be as unstoppable as ours. You can look forward to 22 days’ holiday, plus your birthday, 50% staff discount on anything you can wear to work, plus up to 33% off everything else.

Uniquely You

At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or Instagram