CRM & Loyalty Manager - THG Nutrition

About the role

THG is on the lookout for a CRM & Loyalty Manager to elevate customer engagement for Myprotein, a prominent brand within THG Nutrition. This position is centered on managing the entire customer lifecycle through strategic, data-driven marketing initiatives aimed at enhancing retention and maximizing customer lifetime value. The role is based in Manchester and requires a proactive mindset to optimize customer interactions effectively.

Key facts

What you'll do

• Oversee the entire CRM customer lifecycle, concentrating on acquisition, onboarding, retention, and reactivation strategies to enhance customer engagement.
• Improve CRM journeys across various digital platforms by implementing personalized communications and targeted strategies that encourage loyalty and repeat purchases.
• Design and execute loyalty programs that strengthen customer relationships and foster brand advocacy.
• Develop customer segmentation strategies utilizing behavioral and transactional data to deliver customized communications that enhance engagement.
• Implement multi-channel CRM campaigns that align with product launches and trading schedules, optimizing automated lifecycle journeys for maximum impact.
• Collaborate closely with marketing and ecommerce teams to ensure that CRM initiatives are in sync with commercial objectives and revenue targets.
• Conduct A/B testing to assess content, timing, and creative execution, leveraging insights to refine strategies for improved retention and conversion rates.
• Analyze CRM performance metrics to generate actionable insights and provide reports on campaign effectiveness to relevant stakeholders.

Requirements

• Proven experience in CRM, lifecycle marketing, or retention roles within the ecommerce industry.
• Comprehensive understanding of customer segmentation, behavioral marketing, and lifecycle strategies.
• Familiarity with CRM and marketing automation platforms such as Braze, Bloomreach, or Klaviyo.
• Ability to link CRM initiatives to revenue generation and customer lifetime value enhancement.
• Strong analytical skills for interpreting data related to campaign performance.
• Experience in dynamic digital or direct-to-consumer environments.
• Exceptional communication and stakeholder management skills.

Nice to have

• Background in the nutrition or wellness sector.
• Experience with loyalty program development and management.
• Knowledge of advanced data analytics techniques.

Skills & tools

• Proficient in data analysis and CRM software applications.
• Strong grasp of digital marketing channels and their integration into CRM strategies.
• Ability to create engaging and persuasive customer communications that resonate with target audiences.

Practical notes

• This role is fully office-based at THG ICON 1, located at 7-9 Sunbank Lane, WA15 0AF.
• The company offers a comprehensive benefits package, including 25 days of annual leave, enhanced maternity and paternity pay, and access to wellness programs for employees.
• Candidates must possess the right to work in the UK; unfortunately, visa sponsorship is not available for this position.
• Interested applicants are encouraged to apply as soon as possible, as the review process may take up to 14 days.

In this role, you will play a crucial part in shaping the customer experience for Myprotein, ensuring that our marketing efforts resonate with our audience and drive loyalty. Your expertise in CRM and lifecycle marketing will be instrumental in creating effective strategies that not only attract new customers but also retain and engage existing ones. By leveraging data and insights, you will help us understand our customers better and tailor our communications to meet their needs.

At THG, we value innovation and creativity, and we are looking for someone who can bring fresh ideas to the table. You will have the opportunity to work with a talented team and collaborate with various departments to achieve our commercial goals. Your role will be pivotal in enhancing our brand's reputation and ensuring that we remain a leader in the nutrition sector.

If you are passionate about customer engagement and have a track record of success in CRM and loyalty management, we would love to hear from you. Join us at THG and be part of a dynamic team that is committed to delivering exceptional customer experiences and driving business growth.