CRM Executive

You will be joining a CRM, Loyalty and Customer Analytics team of c20 people, based in London but with work-from-home flexibility in a Hybrid model.

We are a hardworking, ambitious team, who enjoy getting a closer understanding of our customer, looking to replicate the outstanding service received in our stores, outlets and online.

Harrods is a globally recognised luxury retail brand, with a growing portfolio of digital and traditional retail channels and a strong database of loyal customers. The Harrods board have a growth vision for the business with investment in CRM, Rewards and Customer Analytics at the heart of this.

In 2021 we have undertaken a comprehensive Single View of the Customer project to create a 360 view of our customer data and migrate to a new SAP marketing and communications platform due to go live in early 2022.

About us

As the world’s leading luxury emporium, we deliver a magical, memorable experience for customers. This makes us uniquely challenging for creative minds, to protect and grow our brand demands extraordinary composure, creativity, and commerciality.

Harrods’ global brand offers uniquely exciting challenges, and we nurture a supportive environment where creativity, resilience, and commercial awareness make anything possible.

About you

 You will be Responsible for the successful execution, reporting and optimization of a robust CRM publishing schedule that includes newsletters, brand media and marketing communications.

Using the full suite of Harrods owned channels (email, print, mobile) to deliver relevant and timely broadcast communications, tracking success through KPIs and ensuring customer’s experience is at the high standard expected from Harrods.

You will Support the CRM Manager in developing a multi-touch, multi-channel communications strategy and analysing test and learn tactics, in both trade led and lifecycle comms, to optimise effectiveness; feeding all insights gained from regular reporting back to create a continuous process of testing and refinement.

The CRM Exec will be integral in evaluating the performance of the campaigns through SAP Marketing Cloud, to identify trends and opportunities for future planning, with a focus on maximising customer engagement through relevance of messaging, reaching KPIs and ideally be a blend of strategic, creative and analytical thinking. This role will own and lead on multiple projects.

The CRM Exec will have an Customer Communication Assistant reporting into them to support with the execution and testing of all communications, so management skills are preferred.

Knowledge of Acoustic/SAP Marketing Cloud for Campaign Management, Analytics tool (Adobe Omniture or GA preferred), CRM systems and understanding the end to end set up of comms, customer data and GDPR is essential with experience in ESP/CRM migrations preferred.

Competencies:

• Able to manage multiple assignments and tasks, set priorities and adapt to changing conditions and work assignments.

• Ability to manage, organise and prioritise projects

• You should have relevant campaign experience in CRM operations for targeted, complex campaign activity for large retailers

Technical Competencies:

• Able to create queries, set up and send communications

• Familiar with relational databases

• More than familiar with the standard office automation and communications tools

• Specific knowledge of software tools

• Excel and PowerPoint

• Demonstrated experience in working with databases, data analysis.

• Accurate, methodical, and familiar with technical jargon.

General knowledge of data analysis software tools and logic:

• Databases architecture

• Knowledge of HTML and Web Analytics

Our promise to you

You’ll benefit from an excellent benefits package, including a company pension, flexible working, 25 days’ holiday, and your birthday off, up to 33% in-store discount, and a season ticket loan.

At Harrods, we believe nothing is impossible. We drive ourselves and inspire others to always push for more. This passion to exceed is what sets us apart. We are proud to be a place where standing out means being yourself.

Uniquely You

At Harrods, we believe the personality and authenticity of our people set 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