Senior CRM Retention Executive

We are looking for a Senior Retention Executive to join our Digital team here at Harrods. You will support the Retention Manager on all lifecycle automated communications at Harrods. This role is integral in identifying opportunities and pain points within the customer lifecycle , and developing and executing a strategy.

This role is a 12 Month Fix Term Contract

About the Role

The Senior Retention Executive will develop and optimise a multi-touch, multi-channel communications strategy and analysing test and learn tactics, in lifecycle comms, to optimise effectiveness; feeding all insights gained from regular reporting back to create a continuous process of testing and refinement.

You will also:

• Evaluate the performance of the campaigns through SAP and Acoustic (ESP), and use these insights to adapt and enhance the lifecycle journey.
• Maximise customer engagement through relevance of messaging, reaching email KPIs and ideally be a blend of strategic, creative and analytical thinking.
• Own and lead on multiple projects including lifecycle strategies and technical automated.

About You

You will have previous experience of owning or supporting a strategy for a CRM Channel (Email, SMS, Push or Direct Mail). You will have worked in a Retention team in the past looking after the life cycle Triggered, Automated and Lifecyle programmes. It is important to have experience in campaign execution and segmentation as this is crucial for the role as you must have experience of going Into CRM platforms and building it  from end to end.

You will also need the following:

• The ability to multitask in an everchanging fast paced environment.
• A good understanding of ESP and email best practises with GDPR.
• Previous experience in project managing.
• Great organisational skills to manage a busy calendar.
• Previous experience in loyalty programmes.

About Us

Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.

Our Promise to You

Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business. 

In return, you’ll receive an excellent benefits package, including a company pension, flexible working, 25 days’ holiday, and your birthday off, up to 33% in-store discount (including across our food hall and restaurants) and a season ticket loan.