CRM Executive

Dunelm • Remote • 23h ago

Overview

Home. There’s no place like it.

And there’s no feeling like helping people create the joy of feeling truly at home. At Dunelm, that’s what we do. We’re the UK's number one choice for homewares because we make home life lovelier for our customers. And we’ve crafted a workplace that feels just as welcoming - where you can bring your ideas, be yourself, and feel right at home.

What you'll be doing

As the CRM Executive, you will…

Support & contribute to the overall customer relationship strategy & growth planning within the CRM team.
Deliver with excellent execution the agreed plans.
Develop our Customer email marketing approach to become more relevant & timely, sharing our brilliant product with our customers & giving them an enjoyable and valuable shopping experience.
Understand and execute agreed tests on audience, content and AI opportunities within our ESP (Salesforce) to be more data driven in our marketing comms as well as being able to communicate at scale with relevance and improve the experience for customers.
Continually develop your understanding & application of the data, audience platform and email platform functionality to increase our adoption of these and drive return and performance as a result.
Develop & undertake opportunities across all our CRM channels to improve the execution of the customer experience & drive frequency from our contact base. Channels included Email, Push Notifications for the Dunelm App, My Account on Dunelm.com & the app and Ecrebo in store e-receipts & vouchering.
Work with the CRM, design, data and I&A teams to ensure robust test and learn execution across our email campaigns, audiences and communication initiatives
Be creative, technical and commercial, supporting the team in how we stretch the boundaries of what we deliver for our customers through the use of our data, our communications infrastructure, and the orchestration of messaging.
Build and maintain brilliant and collaborative relationships with key stakeholders from digital, data, I&A and marketing teams.

What the role requires of you:

Objectives, Goals & Responsibilities:

The key objectives and goals of the role will be to grow the value & loyalty of our customers through awareness of Dunelm’s product range, improvements in engagement and an increase in shopping frequency. You’ll achieve this through the execution of relevant, helpful and timely communications and notifications. Through an increase in purchase frequency, we will therefore drive lifetime value and overall business sales.

The role will be varied and evolve fast, you’ll need to:

Forge and maintain strong relationships throughout the business, and across the wider Customer, Marketing, Digital and Technology teams.
Support the CRM team in delivering engaging, relevant communications, using agreed data and insight to personalise content.
Take opportunities to increase the engagement and involvement of internal stakeholders with what we do in CRM, ensuring your colleagues feel well informed about how we are delivering for customers.
Grow your understanding of our technology and third party systems so that your confidence & competence in using them grows & we get better value from them.
Use our measurement framework and KPI's to understand our performance & where we can improve.
Keep customer data and its use in CRM at the heart of what we do, getting involved in how we use it for targeting & dynamic personalisation.
Test and learn wherever possible utilising all agreed opportunities within the email platform to improve what we do.

You will have an open minded and unbiased approach to your role, support continuous improvement by sharing your own knowledge, experience and insights and be able to work collaboratively and enthusiastically in a fast changing and responsive environment

What we'll look for in you

Experience working in customer & digital teams.
Demonstrated ability to plan with high level of detail, based on commercial and customer needs.
Ability to retain flexibility in planning & approach in order to manage multiple tasks.
Working knowledge of using an Email Platform.
Passion for creating great customer experiences & considering the bigger picture.
Good communication and the ability to work collaboratively and in a cross functional environment.
Curious, confident with numbers and with a growth mindset.

Desirable Skills

Understanding of methods in an ESP (we use Salesforce Marketing Cloud) for personalising content and experiences based on customer behaviors and data.
Awareness of CRM methods for audience creation & targeting.

Behaviors we look for:

Stronger Together:

Sharing information to create a common understanding & move things forward.
Building a network of internal and external connections to help with decision making.

Keep Listening and Learning:

Being able to respond to and commit positively to changing needs to achieve business agility.
Exploring other areas of the business and joining the dots.

Long Term Thinking:

Using agreed data and latest research to acquire a deeper understanding of our customers and their experiences.
Making timely and proactive decisions based on intuition and information, knowing when we know enough.

Act Like Owners: