Here at The Warehouse Group, we have just undergone a transformation in our Marketing teams bringing all the brands into one true Centre of Excellence for the business. Our team comes with a diverse range of skills across retail marketing, strategy, brand, design, communications, and creative production. Our goal - to be the customer champion. If you are someone who thrives in a fast-paced environment; being the best you can be, who loves trying new things, who is adaptable and resilient then this role could be for you.

It is a very exciting time to join the Lifecycle Marketing team as the Customer Engagement Manager for The Warehouse and Warehouse Stationery. This is a newly created position and will allow real scope for the right person to grow within this role including management responsibilities which include two direct reports.

Reporting to the Head of Customer Lifecycle Marketing (CLM), this role is the primary client-facing resource to deliver all CLM behaviours and strategies, ranging from email marketing to trigger-based communications, with an alignment to a trading brand.

The key aspects of this role will mean the right candidate will be able to work cross functionally, working on behalf of the brands and understanding the business objectives.  You will be confident and competent in advising and supporting business managers and providing solutions in regards to how technology can deliver these objectives. You will do this by understanding analytics and thriving in an environment of decisions based on data. Having a clear understating of the customer journey and an unparalleled willingness to learn will be essential.

Key responsibilities include:

Own key drivers to increase basket building, customer engagement and retention across all inbound marketing channels (e.g. email, trigger-based).

Exercise a bias for action coupled with thoughtful experimentation to optimize the overall CLM platform (Salesforce, Krux).

Demonstrate a keen focus on delivering great customer experiences and strong, measurable results with rigorous testing to drive continuous improvement.

Thrive in a culture of decisions based on analytics, be comfortable diving deep into the data, yet able to step back and communicate both the strategic and immediate implications on priorities.

Define requirements and roadmap for CRM platforms and work with data, insights and tech teams to drive execution and launch of new capabilities

Define and document campaigns in marketing briefs, collaborate with creative services teams to develop creative assets, partner with email and push teams for engagement campaigns, and work with media team to secure, execute and measure performance of media placements

 Project manage all levels of milestones, tasks, and dependencies across all relevant departments/functions when it comes to launching and sun setting campaigns

Partner with Analytics team to ensure that all campaigns have clearly defined success metrics which are tracked and analysed

Monitor performance of in-market campaigns and regularly report on performance of past campaigns

Conduct ongoing A/B testing to optimize and increase the effectiveness of marketing efforts

Acts as a relentless customer advocate with an undeterred focus on delivering a world-class online experience.

Manage for customer value (LTV) across customer journeys and need states, with an understanding of how brand tone and tenor should be delivered via CLM.

Thoroughly understand the trading business

Key Qualifications: 

Minimum of 8 years’ experience in related Marketing and/or Product Marketing roles with a Bachelor’s     degree. Preferred 10+ years of related work experience with experience as an industry leader with a mix of ecommerce and retail trading roles in fast-paced, high-volume environments.

High competency and proven track record of project management. Experience influencing and managing an extended team; proven leadership and coaching skills

Excellent attention to detail, superior prioritization and organisational skills