Are you looking for your next opportunity within CRM? Would you enjoy the pace and energy of a retail environment which is collaborative, fun and inclusive where people feel part of a winning team? Do you enjoy the benefits of working together in person as a team blended with the flexibility of remote working?
If the answer to the above is ‘yes’ then Wickes is the place for you!
Wickes is a digitally led, service enabled business currently undergoing extensive digital and data transformation. We’re looking for an enthusiastic Kitchen & Bathroom (K&B) Showroom CRM Manager to join the team as soon as possible on a fixed term contract for 12 months and help in supporting this journey.
You'll be someone who can engage all levels of the business to create, present, articulate and drive forward development and delivery of our Kitchen & Bathroom CRM multichannel contact strategy, designed to drive more customers to shop within our Kitchen & Bathroom proposition. You’ll be an experienced CRM professional with hands-on operational and strategic experience of planning, building, implementing and testing CRM communication programmes which drive behaviour change and positive ROI. A confident communicator and collaborative team player who is looking to work within a great team would be very welcome.
The role will sit within the Digital & CRM Marketing Team reporting to the Senior Digital Marketing & CRM lead. You will be required to work cross functionally with other teams in Digital, including Trading, Digital Design and Development teams, while working with other stakeholders in our Marketing, Showroom Operations, Commercial & IT departments.
Principle Accountabilities
Manage the planning, delivery and strategic evolution of the Wickes Lifestyle & Showroom Kitchen and Bathroom CRM contact strategy as part of the Mission Motivation Engine (MME)
Responsible for the set up, testing and delivery of ongoing communication programmes across promotions, enquiry, lead & order using email, SMS, push and other digital channels
Manage all K&B CRM communications from brief, data planning, creative, testing, delivery and evaluation working closely with the CRM agency partner and CDP supplier.
Consistently drive ongoing optimisation, measurement and tracking of programme performance against KPIs, championing these across the digital/marketing department
Identify and deliver data enrichment opportunities within the CDP to deliver more relevant, timely customer communications
Work closely with the K&B Contact Centre Teams and In-store Design Consultants to join up messaging of customer communications
Actively use the CDP product to identify customer segments (working closely with the CRM agency and Customer Data Platform Manager) to recognise opportunities which deliver changes in customer behaviour and drive positive ROI.
Working cross functionally with other members of the digital / marketing departments across Trading, Digital experience, Digital development, Brand , K&B Showroom team, Commercial and Call Centre
Work and collaborate with agency partners (CDP Supplier, CRM Agency, Analytics Agency, Digital Marketing Agency) to support the big objectives of the Digital & CRM Team
Budget management as part of the broader Digital / CRM budget
Skills & Expertise
Considerable experience of developing customer communications and CRM contact strategies which drive positive commercial outcomes
Experience of using Customer Data Platforms to support CRM communication programmes and strategies.
Strong stakeholder and agency management – liaising with the business and external stakeholders to ensure clear understanding of dependencies, deliverables and issues/risks.
Understanding of HTML
Ability to present and demystify technical concepts in a simple and engaging way
Strong experience of GDPR and Data protection requirements
Experience of customer segment creation and data planning
Experience using data to uncover insight and drive action presenting results in a simple way.
Experience using data visualisation tools such as Data Studio, Looker, Google Analytics
Budget management experience
Strong Google Sheets/Excel skills and experience using VBA to automate processes.
What can we offer you?
You’ll be supported with fantastic learning and development and have the opportunity to grow and develop your career with us
We’ll also equip you with a benefits package that includes
Competitive bonus
Save-as-you-earn scheme
Private Medical and Life Assurance
Contributory pension scheme
Colleague discount
Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme
Our widely recognised wellbeing strategy is something we’re proud of at Wickes. As part of this, we offer a range of health and wellbeing benefits and support, including an Employee Assistance Programme, financial education & loans, and access to parental, menopause and fertility support.
You’ll work from our Support Centre in Watford, where our marketing team are based, along with our other support functions. We recognise the value of bringing our teams together to collaborate, support each other and build on our amazing culture. We are also encouraging our teams to work flexibly, with a blend of remote / office working.
About Us:
Wickes is a multi-channel retailer operating in the home improvement market. With 50 years in industry, Wickes now generates revenue in excess of £1.6bn across 230 stores delivered by 8,000+ colleagues.
But it is the Wickes’ culture that is considered its best kept secret; it’s a collaborative, down to earth, fun and inclusive environment where people feel part of a winning team. All our colleagues come from different backgrounds, but what we all have in common is a determination to succeed and a passion for being the best we can be. If that sounds like you, we’ll make you feel right at home.
Please contact us here if you require any adjustments within the application process. If you require any reasonable adjustments at the interview stage you will have an opportunity to inform us when we invite you to interview
