Senior CRM Specialist

FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.

We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.

MARKETINGWe're a diverse team of Marketing professionals, spanning artistic and scientific expertise. We're driven to amaze our global community of customers through our data-driven approach, revolutionary spirit, test-and-learn culture and collaborative style.

LONDONOur London office is located in Old Street, London's tech hub, and is home to a broad range of teams including Commercial, Marketing, and Product. Our open plan space is ideal for collaborative working and sharing ideas, or you can enjoy some quiet time in our dedicated library. We also have a large outdoor terrace which is the perfect spot to have a team lunch or host events

THE ROLEWe are looking for an outstanding CRM Senior Specialist to focus on developing CRM communications at Farfetch – planning and executing best-in-class acquisition and retention programs, driving engagement, and delivering against commercial objectives. Specifically this role will be responsible for the CRM daily/weekly calendar, and the performance of our awareness and consideration campaigns. #

The role will be ideal for someone who is looking for an opportunity in a fast-paced environment and wants to make an immediate impact in a growing area of the business. You will be a strong communicator and passionate about all things digital, personalisation, and customer retention. Reporting into the CRM Manager, you will also work closely with the wider marketing department, local markets, and commercial teams to deliver CRM communications in line with the strategic direction.

WHAT YOU'LL DO

• Design weekly calendar with strategic approach to meet commercial targets, feeding in relevant insights and choosing when and what messages to send to which customers
• Plan and execute CRM campaigns, including, but not limited to:
• Planning content for CRM marketing communications (email, push, in-app messaging tool, SMS) in line with commercial priorities across full price and promotional periods
• Briefing campaigns to stakeholders in online merchandising, creative, linguistics, marketing production teams and analytics teams using project management tools
• Building campaigns and programmes within our 3rd party ESP (Responsys)
• Proofing and deploying campaigns in a timely fashion, to a high standard and with an exceptional degree of accuracy
• Working with data and analytics to segment communications to relevant audiences based on membership status, preferences, demographics, and other attributes
• Optimisation of campaigns through continuous test & learn activity including testing of subject lines, creative, Responsys AI tools, frequency and data science models
• Monitoring and reporting on CRM campaign performance and trends
• Liaise with local teams to support regional priorities, as well as media monetisation teams to support advertising placements within CRM calendar
• Support the development of personalised and automated CRM campaigns, utilising the latest CRM technology to improve comms relevance.
• Leverage dynamic modularisation capabilities to increase the number of variants and level of personalisation within CRM campaigns
• Review analysis and reporting for CRM activity and make recommendations based on results.
• Carve out your own test and learn roadmap to drive continuous improvement.
• Liaise with wider team members (Loyalty, Private Client, Local Markets, Consumer Product, Recommendations, Analysts) to launch new growth driving initiatives.
• Work in a fast paced and reactive environment to drive CRM performance.

WHO YOU ARE

• Experience working with Oracle/ Responsys or similar Tier 1 Email Service Provider
• Comfortable in presenting to senior stakeholders and using data and insight to explain decisions with excellent communication skills
• Confident manipulating performance data and turning it into actionable insights (proficient using excel)
• Comfortable working under pressure, and able to work reactively based on changing business needs; someone with high energy
• Exceptionally well organised with strong attention to detail
• Desire to drive forward change and optimisations for a crucial, growing business function

REWARDS AND BENEFITS

• Flexible benefits - Private Medical Insurance, Dental Insurance, Gym Memberships, Pension scheme and more
• Critical Illness Insurance and Life Assurance

EQUAL OPPORTUNITIES STATEMENT

• FARFETCH is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.