CRM & Loyalty Co-ordinator

  • Company: Fresh UK
  • Location: United Kingdom
  • Business group: Perfumes & Cosmetics
  • Contract type: Permanent Job
  • Function: Communication & Media
  • Experience required: Minimum 2 years
  • Reference No.: FRSH00183
  • Date of publication: 2019.04.15


Purpose of the Role


Fresh are looking for a CRM & Loyalty Coordinator to join their Digital team based in Central London, reporting into the Ecommerce & CRM Manager

We're seeking an experienced and ambitious individual to join the Fresh digital team in an exciting newly created role of CRM & Loyalty Co-ordinator.

 The role will involve designing & implementing the Fresh CRM & loyalty strategy aimed at improving customer retention, driving customer acquisition and developing the multi-channel CRM KPIs for the business. The ideal candidate will be required to work across the all department to define the CRM strategy and explore, design and build a new multi-channel loyalty programme from inception - and report regularly on its success.

 The CRM & Loyalty Co-ordinator will also manage a Customer Relations Intern.


Key Responsibilities:

  • Manage all email marketing programmes, including design, building and coding of all Fresh Emails - in line with product & marketing launches, digital campaigns and CRM & Loyalty initiatives.
  • Manage the ideation, development and implementation of the Fresh CRM strategy to maximise customer engagement, retention and revenue.
  • Develop the Fresh Segmentation strategy focused on driving engagement through personalisation & dynamic content, understanding consumer purchasing behaviours and increasing LTV.
  • Design and develop a new multi-channel Fresh loyalty programme & define reporting & KPI's.
  • Responsible for weekly & monthly campaign reporting, focusing on key metrics to drive the CRM strategy and report on customer engagement.
  • Devise a set of database reports - setting core KPI's for success. (RFM, Binary, Propensity modelling)
  • Champion continuous improvement of our CRM campaigns and measure the performance of all programmes.
  • Pioneer the growth of the UK customer database - including reporting, in-store Kpi's, Social competitions to drive data capture, partner competitions and instore / event activations.
  • Establish and maintains excellent relationships with cross-functional teams (Ecommerce, Sales & Education, Retail, Customer Services and Global CRM Team).
  • Ad-hoc duties as required by the Ecommerce & CRM Manager
  • Develop and manage the Customer relations intern.
  • Ability to interpret future trends and embed these into our CRM strategy.
  • Understand the importance of GDPR compliance in all customer data projects.


  • Must have experience with an ESP - ideally Adobe - be familiar and comfortable with importing and exporting data, segmenting, creating & building emails & automated campaigns and KPI reporting.
  • Must be able to use Photoshop to design emails and create locally relevant content.
  • Have at least 2 years' experience working as part of a CRM team.
  • Proven success in researching and delivering programmes and implementing effective direct marketing communication.
  • Experience implementing email strategies, planning campaigns, set up, testing, execution, reporting and optimisation.
  • Advanced skills in MS Excel
  • Strategic & analytical
  • Strong team player with excellent interpersonal skills

Perfumes & Cosmetics

A major player in the perfumes, make-up and skincare markets, the Perfumes & Cosmetics division groups together major historic Houses as well as young brands with strong potential.

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