CRM Manager

This is a REMOTE position, however we're hiring this person on the East Coast of the United States / Eastern Time Zone.

Job Purpose:

Jellycat is a privately owned design-led, gift brand headquartered in London. We create innovative luxurious products in the soft toy, accessory, baby and book categories that are loved around the world. We have an established and growing global customer base and we work with our partners to maximize the potential and reach of Jellycat throughout, sharing joy as we go!

As we continue to grow throughout North America, we continue to develop and improve the presence and awareness of our brand.

Creating original and innovative luxury soft toys, Jellycat combines luxurious fabrics with quirky and cute designs and sells its products online and via stockists throughout the US, UK, Europe and the rest of the world. This role is DTC focused and sits within the global Digital Marketing function in the wider Ecommerce team.

We are looking for a seasoned CRM Manager with robust data experience to join our team and drive our customer relationship management initiatives. The CRM Manager will be responsible for developing and implementing CRM strategies that enhance customer engagement, loyalty, and overall satisfaction. The ideal candidate will have extensive experience in managing CRM systems, analyzing customer data, and leveraging insights to drive business growth. This role requires a strategic thinker with a deep understanding of retail customer behaviors and the ability to translate data into actionable plans.

You’ll be:

• Developing and implementing comprehensive CRM strategies to enhance customer retention and engagement, and drive database acquisition
• Managing the CRM system to ensure it’s used to its fullest potential and effectively captures and analyzes data
• Conducting thorough data analysis to identify trends, opportunities, and areas for continuous improvement
• Developing and executing test-and-learn strategies, focused on understanding our customers and optimizing for their behaviors
• Creating targeted marketing campaigns based on customer segmentation and behavior analysis
• Collaborating with cross-functional teams, including marketing and ecommerce trading, to ensure seamless CRM integration, execution, and optimized end-to-end customer journeys
• Monitoring and reporting on CRM metrics, providing insights and recommendations for continuous improvement
• Staying updated with the latest CRM technologies and best practices to drive innovation and efficiency
• Understanding GDPR, California privacy laws, and other impactful regulations in this field
• Training and supporting team members on CRM processes and tools to ensure consistent usage and data accuracy

Analytics and Reporting

• Utilizing analytics tools to measure the effectiveness of campaigns
• Continuously developing the reporting suite for this channel to monitor and analyze performance
• Providing insights and actionable recommendations based on data analysis to enhance campaign performance
• Preparing and presenting findings to senior leadership within the team and beyond

Collaboration and Team Leadership

• Working closely with the broader ecommerce and marketing teams to align digital strategies with overall marketing goals
• Leading and mentoring junior team members, providing guidance and support to foster professional growth
• Collaborating with external agencies and vendors as needed to execute marketing initiatives

You’ll have:

• Proven experience in similar roles
• Minimum of 5 years of experience in CRM management, with a strong focus on data analysis and strategy development, preferably in retail
• Proven track record of successfully implementing CRM strategies
• In-depth knowledge of CRM platforms and processes, Klaviyo preferred
• Experience with copywriting, targeting strategies, and campaign management
• Strong understanding of website analytics and conversion tracking
• Excellent communication and project management skills
• Strong attention to detail and ability to work in a fast-paced environment
• Excellent communication and stakeholder management skills
• Ability to manage and present data clearly

Our Perks & Benefits:

• Discretionary Bonus - All employees are eligible for a discretionary annual bonus based on the success of the company.
• Medical, Dental, Vision and other Benefits - Jellycat offers medical coverage through Blue Cross Blue Shield of MN (along with a generous employer Health Savings Account contribution), dental coverage through Delta Dental of MN as well as vision coverage through VSP. Jellycat also offers company paid Short Term Disability, Long Term Disability, Basic Life Insurance, and the opportunity to elect additional voluntary life insurance.
• Safe Harbor Employer Contributions - Upon eligibility, Jellycat contributes 5% to the 401k investment account independent of the employees' elections for individual contributions.
• Paid Time Off (PTO) - Jellycat offers up to 30 days of combined vacation and sick time at the start of each calendar year.
• Employee Assistance Program - Committed to the health and wellbeing of all our employees, we offer a comprehensive and confidential support program.
• Regular Social & Team Events - We have a very imaginative and active social committee who meet regularly to put on events that help us mark special occasions and celebrate our successes as a team.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer

Compensation Range:

• $80,000 – $90,000