Loyalty & CRM Executive

As the Loyalty and CRM Executive, you will be responsible for ensuring a positive and seamless customer journey across all touchpoints, from initial contact to ongoing support for Grant Westfield and its brands, Multipanel and Naturepanel, in the UK and EU.

You will manage and optimise customer loyalty to drive customer acquisition, retention and repeat purchases. This includes developing strategies, analysing data, and collaborating with stakeholders on a new loyalty scheme and online reviews.

You will also be responsible for managing the CRM database (Epicor), handling wider sales requirements and the marketing inbox, ensuring data accuracy, integrity, and providing excellent customer service.

• Office based.
• Salary:  Competitive salary
• Work Pattern: 36.5 per week

Main responsibilities include, but are not limited to:

• Work closely with the marketing team, and a wide range of internal and external stakeholders, to support the launch of our new installer loyalty programme, and the ongoing data handling and campaign management of the scheme
• Plan, develop, and deliver fully integrated, multi-channel marketing campaigns to support loyalty targets, including driving sign-ups and customer retention
• Develop segmentation strategies, as well as new mechanics and initiatives to deliver improved sign up’s & retention rates
• Develop, manage & deliver the in-house briefings & timelines to support the loyalty marketing campaigns ensuring point of sale, website, digital marketing, emails, socials & events are delivered as part of the plan
• Analyse Marketing insights and Sales data to provide insights into team operation, effectiveness, and productivity
• Brief and deliver research & insights to monitor online customer feedback through reviews and what improvements could be made to deliver better results
• Act as a point of contact for the Marketing team and manage inboxes on Info@, Marketing@ and Samples@ and deal with requests appropriately
• Exporting and cleaning data lists of Epicor when required
• Be the primary liaison for administrative/customer service tasks between the Marketing, Sales and Samples/Despatch departments
• Contribute to the monthly Marketing board report as directed by Marketing Manager

Experience:

• Customer-first focus, making sure that the customer is at the heart of what we do
• Experience of database management & segmentation systems
• Experience in using CRM systems
• Strong administrative skills
• High level of computer literacy, including word, excel and power point
• Strong planning, organisation and communication skills
• Creative thinker with good problem-solving ability
• Approachable and effective team player with the ability to work independently
• Ability to manage multiple tasks within a quick turnaround

Skills:

Required:

• Marketing or Business Management Degree or equivalent
• Strong project management skills
• Data driven
• Excellent communication skills, both written and verbal

Desirable:

• Confident and dynamic personality
• Creative outlook
• Experience in builders’ merchant or KBB sectors
• Awareness of competitor activity and market movements

Working for one of the leading manufacturing companies in the country, this is a great opportunity to drive positive change and make a significant contribution across the business. In return, you will receive a rewarding and competitive remuneration package, and be based in our Edinburgh office, in the heart of Scotland.

• Discretionary annual bonus scheme.
• 33 days annual leave (includes public holidays), with the opportunity to purchase additional days.
• Flexi hours – with a 3’oclock finish on a Friday!
• Healthcare cash plan.
• Bike to work scheme.
• On-site parking.
• Staff discount.
• Sharesave – an opportunity to purchase company shares.

If you're interested in this position, please apply using the form below.

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