Role: eCRM Manager

Henderson Design Group is a family of contemporary home decor brands, designed to empower creativity and unleash potential. By tapping into aspirations and lifestyles we inspire people to enrich their interiors, transform their homes and express their personality. For over three decades we have championed passion for wallcoverings and home decor design, growing our group into a multi-brand powerhouse in the interiors industry. Our family of brands currently consists of I Love Wallpaper, Lust Home and Lucie Annabel, with long-term ambitions to grow and expand. Our portfolio is brought together by years of experience and original, on-trend design.

About the Role

Reporting to the Marketing Director you will be responsible for developing, planning, implementing and reporting on the ECRM marketing activities that drive quality inbound traffic, conversion and loyalty to our three brand websites. This role requires proven experience in the ECRM channel, extensive use of the Kalviyo platform and experience of working with both in-house teams and agency partners. Planning and organisational skills are a must to achieve growth from both existing and new customers. It will be responsible for reporting KPIs to key stakeholders as well as managing the reporting of return on investment on all activity. The role will significantly contribute to our growth programme, working closely with our eCommerce team, design studio, product design team and our agency partners.

Key Responsibilities

• Build a best in class relationship with our customers throughout the digital customer journey
• Strategy, Planning and Implementation: Taking customer, campaign, channel and trading insights, you will create and implement a strategy for engaging, converting and retaining customers through targeted and personalised communications which focus on driving revenue, customer frequency, AOV and retention (LTV)
• Campaigns: Work closely with the Digital Marketing Manager to develop our cross channel marketing campaigns across all three brands and implement in the ECRM chanel
• Creation and management of email campaigns and flows
• Manage automated and manual email campaigns
• Focus on new customer acquisition to build our active database, customer retention and winning back our lapsed customers
• Liaise with Paid agency and share data analysis where relevant
• Utilise data-driven insights to segment our customers effectively, ensuring that each segment receives tailored and relevant communication and offerings.
• Collaboration: Work closely with the marketing team, design studio, product design and agency partners to successfully execute ECRM campaigns on time and on budget
• Creative: Lead the briefing of all email assets including templates, creative and copy to i nform, entertain, retain, upsell and cross sell to our customers
• Reporting: Report on all ECRM activity leveraging in house and external data
• Management: Own and manage the Klaviyo platform with accountability for performance
• Compliance: Ensure data integrity and GDPR compliance is met across all activations
• Relevance: Stay current with industry trends and best practices in ECRM
• Team: Support in the development and upskilling of the current marketing team to ensure cross channel symmetry

Knowledge, Skills and Experience

• Skilled marketing professional with minimum of 3 to 5 years experience of email marketing
• Extensive knowledge of the Kalviyo platform
• Demonstrable experience of tracking parameters (UTMs), conversion pixels and performance based attribution
• Strong design skills for creating compelling email templates and assets
• Excellent copywriting skills for developing engaging and persuasive content
• Exceptional attention to detail
• Excellent communication, analytical and organisational skills a must
• Demonstrable experience of using analytic analysis to report on and maximise all marketing investment
• Able to make data driven decisions and recommendations
• Collaborative working styleKnowledge of marketing data suites e.g. GA4
• Experience of a fast pace entrepreneurial culture
• Ability to work independently and collaboratively within cross-functional teams
• Strategic thinking and problem-solving abilities
• Research, awareness and identification of new developments and trends within the digital marketing industry for continual expansion, growth and improvement to our marketing activity

Desired but not mandatory

• A passion for lifestyle brands that inspire and enrich customers lives
• Marketing or digital business degree or professional qualification desirable

About You

We are looking for candidates who will bring their passion, expertise and experience to support our continued growth journey across all three of our brands. You will be a fast starter, digital expert and highly commercial marketer whose planning skills will ensure successful performance and will optimise return on investment. You will have the ability to multi-task, collaborate effectively and succeed in a fast paced, entrepreneurial environment.

The successful candidate will receive;

• Full time, permanent, 37.5 hour week. Mon – Fri 9am to 5pm
• 3pm early finish one Friday of the month

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