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Senior CRM manager

London, Greater London, United Kingdom
February 17, 2021


Your ability to engage our business with customer understanding will be equally balanced with a desire to delve deep into the data and understand the customer from the ground up and you will have expertise and flair for communicating data and insights in an engaging way to a wide group of stakeholders across all functions of the business.


- Create, develop and execute the THE OUTNET CRM & Audience strategy

across all customer segments globally. Working closely with the wider

marketing team to address market specific opportunities and customer


- Lead analysis deep dives into areas of business focus, producing clear

action-oriented insights and recommendations

- Set and monitor KPIs for customer retention and Life Time Value,

working with wider Marketing teams to build multichannel programs to

achieve these targets; including performance marketing, email, push

notifications, customer care teams and onsite personalisation

- Work with the Tech and Data teams, constantly improve data access &

integrity, in order to further analysis capabilities

- Work alongside the Client Relations Manager to develop bespoke service

and marketing programs for our top customer segment (THE OUTNET FRONT


- Work with the Email Marketing Manager to develop customer behaviour

targeted email programs to drive retention and customer purchase


- Manage and mentor the CRM Analyst to set objectives, manage review

processes and develop their skills within the CRM landscape.

- Work with the wider YOOX NET-A-PORTER GROUP teams on cross business

initiatives aimed as growing group customer base and loyalty

Essential Skills & Requirements:

- Extremely strong customer focus - prioritizing customer experience

above everything else

- Hands-on with data, with a solid analytical background in areas such

as; customer profiling, segmentation & targeting, propensity

modelling, data cleansing and dedupe.

- Familiarity with a range of data manipulation, analysis and

visualization tools, such as SQL, Tableau and Google Analytics.

- Ability to work across multiple teams with the ability to influence

projects and stakeholders

- Previous experience in a multichannel CRM role

- Excellent communication skills and ability to present complex data

clearly to stakeholders

- Works in a structured and logical manner, but with flexibility and

multi-tasking also essential

- Relevant degree (specialism in business, statistics, CRM marketing) or

equivalent experience

For application or more information please email us: lisa[], www.