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CRM Associate, CIX EMEA
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会社概要
At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.
ポジション概要
The Role
The EMEA CRM Associate [Middle East / CX] is responsible for supporting the CRM Manager and Senior CRM Manager to create engaging, innovative content for the Ralph Lauren Middle East business across CRM channels to drive traffic and footfall to the Ralph Lauren website and ME Partner stores. This role is also responsible for supporting the CRM & CX Lead and Senior CX Associate to deliver strategic Lifecycle programs using AI models and Customer Insights driving customer retention and value.
The successful candidate will own the day-to-day CRM output for the Middle East business taking ownership of cross-channel comms from briefing through to activation with the support of the CRM Interns and will execute new test & learn cross-channel initiatives across the customer Lifecycle.
Working closely with the CRM Manager, you will manage the Ralph Lauren Middle East email calendar, liaising with internal teams (Buying, E-Comm, Emerging Markets, Brand and Marketing) to ensure that the right content is being driven to the right customer, at the optimal time. Building strong internal relationships is integral, to ensure that all brand moments, Store events and openings have the relevant CRM support, that new online propositions are being communicated, that first party data is being collected where possible and that all communications have a seamless customer experience.
You will be responsible for analysing performance to inform data driven & innovative creative decisions which will feed into the CRM teams best in class approach to maximise engagement & revenue, retention rates, database growth and increase customer value.
This role requires a broad skill set and the right candidate will be strategic, creative, enjoy problem solving and always want to push boundaries.
必須義務＆責任範囲
Key Responsibilities
· Work closely with the CRM Manager, support the planning and strategy for our Middle East cross-channel CRM calendar, including relevant brand moments, seasonal content, store events & openings, collection launches and promotional activity.
· Support the CRM Interns on email process, from briefing through to activation – ensuring that emails are built & scheduled efficiently and correctly.
· Work closely with the CRM Manager and Senior CRM Manager to understand the channel targets and support on best-in-class test and learn strategies to improve channel performance.
· Execute test & learn plans to deliver the Next Best Action across the customer Lifecycle.
· Work with the Customer Insights Team to understand customer behaviour and support the CRM & CX Lead and Senior CX Associate to optimise customer journeys for all communications.
· Support on data capture initiatives, working with the CRM Manager & Data Strategist on optimising in store and progressive data capture opportunities to build out the Middle East base.
· Familiarise yourself with CRM KPI’s and metrics and understand how campaigns are performing against regular benchmarks, as well as understanding how CRM feeds into the wider business on a weekly and monthly basis.
· Strong technical skills; owning audience / campaign building within our CDP and ESP.
· Pushing innovation with support of third-party agencies, to ensure emails and CRM campaigns (across channel) are best in class.
· Take the lead in communication with internal stakeholders (e-comm, Emerging Markets, Retail Marketing & Brand teams) and external stakeholders (ME Partners, 3rd party agencies & vendors). Sharing campaign plans and insights to build out wider brand strategies.
· Be a proactive member of the CRM team, providing support & training to CRM Interns and new team members, taking on a 'buddy role'.
Experience, Skills & Knowledge
· Minimum of 1-2 years strategic cycles within the CRM/ Digital Marketing field (within the Fashion or Luxury industry preferred).
· Passion for fashion retail as well as brand and digital marketing.
· Strong affinity with the Ralph Lauren or luxury brands.
· Ability to work well collaboratively and independently under pressure, in a fast-paced environment.
· Creatively minded.
· Strong organisational skills & attention to detail.
· Excellent communication skills, both verbal and written.
· Advanced Excel & PowerPoint skills.
· Proficient in English.
