CRM & LOYALTY MANAGER CANDIDATE INFORMATION

Transcription

1 CRM & LOYALTY MANAGER CANDIDATE INFORMATION Contents: Advert text Job Description Person Specification Employee Benefits How to apply thewinesociety.com Page 1 of 8

2 CRM & LOYALTY MANAGER FULL TIME, PERMANENT Based within our Marketing team and reporting directly to the Head of Marketing, you will be responsible for: Defining the member-based strategy and tactics to manage member lifecycles in order to drive loyalty and sales Effectively plan and manage active membership and member acquisition initiatives to meet business targets Leading and managing the Analysis and Research plans and team to: o understand members and support decision-making through marketing analysis, insight and reporting to the business o provide relevant, targeted member selections for marketing activities and ascertain their success Leading and managing Marketing projects across the department and business as required Candidates must have: Customer Relationship Management (CRM) experience in a membership or retail business with a specific focus on loyalty Budget preparation and management experience Strong numerate and analytical skills Well-developed written and verbal skills with the ability to influence across the business at senior level Prioritisation and organisational skills Positivity with a high level of innovation and creative problem solving Page 2 of 8

3 THE WINE SOCIETY JOB DESCRIPTION Job title: CRM and Loyalty Manager Department: Marketing Reports to: Head of Marketing Responsible for: 3-4 Direct Reports Job Purpose: Define the member-based strategy and tactics to manage member lifecycles in order to drive loyalty and sales Effectively plan and manage active membership and member acquisition initiatives to meet business targets (this is a relatively new focus area). Lead and manage the Analysis and Research plans and team: - to understand members and support decision-making through marketing analysis, insight and reporting to the business - provide relevant, targeted member selections for marketing activities and ascertain their success. Lead and manage Marketing projects across the department and business as required Main duties: 1. Define the strategy and approach for member communications to the base to maximise loyalty, member satisfaction and sales. Integrate this with the mailing program, program and other communications. 2. Lead the acquisition programme of new members across Marketing specifically and the wider business (define acquisition strategy, plan, channels, costs etc) 3. Lead and manage Analysis and Research plans and team to achieve the objectives and drive forward member driven marketing initiatives. 4. Formulate and manage marketing plans for recruitment, new member conversion, reactivation and lapsing to achieve active membership targets. Page 3 of 8

4 5. Manage marketing projects to ensure that they are effectively implemented on time and within budget, achieving and exceeding targets. 6. Work with the team to define and implement member research and testing plans to increase member knowledge and marketing effectiveness. 7. Form a close working relationship with campaigns team, digital team and relevant operational teams to implement marketing initiatives. 8. Ensure that the Analysis team has the necessary data, databases and software to provide accurate, timely analysis, reporting and campaign selections. 9. Promote the segmentation of members in a meaningful way to guide the business and provide appropriate information to support the development of a member relationship management strategy. Other duties: 10. Produce the monthly active membership report, working with the marketing analysts. Manage relevant budgets to cost targets. 11. Promote the sharing of marketing knowledge and information with the marketing team and throughout the business. 12. Generate ideas for new marketing initiatives to encourage members to buy from The Wine Society. 13. Evaluate the results of marketing projects and produce recommendations for improving future projects. Accountability: Budget (excluding staff) k New member targets are to grow from 15,000 to over 20,000 per year Active membership growth is to increase from historic averages of 3% to 5% Health and Safety: All employees have a responsibility to carry out their work in a safe manner, reporting any incidents or problems to their Team Leader or Manager and taking all reasonable steps to minimise risk to both self and others. Variation: The Society reserves the right to make reasonable variations or amendments to the duties and responsibilities of the post holder at any time according to the needs of the business. Prepared by: Matthew Kirk Date: January 2018 Page 4 of 8

5 PERSON SPECIFICATION Job Title Department CRM and Loyalty Manager Marketing Attribute Essential or Desirable Assessment Method: CV = Curriculum vitae T = Test I = Interview PP = Personality profile O = Other Experience E/D CV T I PP O 1. Customer Relationship Management (CRM) in a E X X membership or retail (or similar) business, with a specific focus on loyalty 2. Management and planning of resources and a D X X team (ideally a team of specialists) 3. Budget preparation and management E X X 4. Understanding of different CRM platforms and D X X approaches for a medium sized business like ours 5. Customer acquisition experience, with a focus on digital E X X Knowledge & Skills 6. Highly numerate and analytical, logical rigour E X X X 7. Highly developed written and verbal skills, E X X X X ability to influence across the business at senior level 8. Prioritisation and organizational skills, working to deadlines E X X Qualifications 9. Degree calibre / experience D X 10. IDM / CIM diploma preferred, or similar D X marketing and CRM qualifications Personal Attributes (attitude) 11. Positive, self-starter E X 12. Appreciation for wine D X 13. High level of innovation, creative problemsolving E X X 14. Team player E X Page 5 of 8

6 EMPLOYEE BENEFITS At The Wine Society we are proud of our benefits package; here are some of the benefits you could enjoy as an employee: Holiday Holiday entitlement varies according to length of continuous service starting at 23 days and rising to 30 days per annum. You are also entitled to paid leave for Bank and Public Holidays. Holiday Purchase Scheme Employees may purchase up to two additional weeks of annual leave each year. Pension Plan We operate a Pension Plan to which both the employee and The Society contribute. These contributions are invested by external investment managers to create a fund for retirement. Life Assurance Life assurance is effective from the start of employment at the rate of four times salary. Private Medical Insurance Scheme All our employees are offered the protection of a private health insurance scheme currently operated by BUPA. It is free to employees (although it is a taxable benefit) and you are able to include your partner and/or children at a discounted rate. Permanent Health Insurance This scheme is designed to provide the security of a continuing income if sickness or injury results in long-term absence. Staff Discount Employees are eligible to enjoy staff discount immediately upon joining. Simply Health (formerly HSA) Employees may contribute weekly or monthly to buy health benefits (e.g. optical, dental and maternity treatment). Company Sick Pay A comprehensive scheme; entitlements are linked to length of service. Staff Interest Free Loan Scheme The loan scheme is intended to allow staff to borrow money for expenditure that would not be classified as part of a regular household budget. Sports & Social Club The Social Club is run on a voluntary basis by employees for employees. Page 6 of 8

7 Childcare Scheme Childcare vouchers are available from a scheme operated in conjunction with Computershare Voucher Services. Car Parking Free on-site parking in Stevenage. Staff Restaurant Complete with TV and games area. Health Regular health checks and annual flu vaccinations are available to all employees. Further details on all of the above benefits can be obtained from Human Resources upon joining The Society. Page 7 of 8

8 HOW TO APPLY Please submit a comprehensive CV, detailing your most significant achievements, together with a covering letter that addresses the criteria in the person specification. It would be appreciated if you would also include details of your current salary package (or expectation) and details of any notice period required. Applications may either be ed to harknessa@thewinesociety.com or posted to the address below: Andrea Harkness Human Resources Adviser The Wine Society Gunnels Wood Road Stevenage Hertfordshire SG1 2BT Closing date for applications is 12 noon on Friday 19 th January Interview Dates: First Interviews 30 th and 31 st January 2018 Second Interviews TBC Please do let us know in your application if there are any dates you will be unavailable. Should you have any questions or wish to discuss any aspect of our recruitment process, please contact Andrea Harkness on Page 8 of 8