• Customer Relationship Manager

    Job Location UK-London
    Molton Brown
    Job ID
  • Overview

    The Customer Relationship Manager is to play a key role in assisting to shape the CRM strategy and management of Molton Brown's Single Customer View (SCV).   Responsible for enhancing the relationship with our customers globally, the Customer Relationship Manager will play a pivotal strategic and operational role in acquiring and modelling the data and analytics to support activities, targets and KPIs, whilst driving brand trust, loyalty and advocacy with our customer database.




    • Drive the development and implementation of the global CRM strategy with a focus on the retention and engagement.
    • Segment the database to support the business and to enable "proactively targeted campaigns" whilst combining an excellent analytical approach with a clear understanding of how customer data can be used to develop a targeted relationship approach.
    • Set up dynamic analysis and insight reports that can be used on an ongoing basis to monitor KPIs and drive business development including but not limited to, Campaigns, Product launches and unique Digital ventures.
    • Analyse performance and make recommendations for data capture on all activities to build client data and use this for statistical and other analysis to support campaigns, digital business developments, and future budgeting.
    • Keep abreast of Data Protection legislation, ensuring compliance with the regulations (Global requirement). Establish appropriate policies and procedures to follow best practice guidelines.
    • Set up and provide regular; daily, weekly, monthly, quarterly reports documenting customer acquisition, loss, movement and other useful insights and observations in a visual format.
    • Oversee consistency, accuracy and compliance of all data entry and storage. Audit the use of the CRM TOOL, identify training needs and develop protocols to achieve consistency and data accuracy.
    • Create and Manage customer modelling i.e. Customer Life Time Value.
    • Manage the Email Co-ordinator and Email Developer.


    • Degree level educated (ideally Marketing related)
    • Minimum 3/4 years Customer Relationship Management Experience in a results driven role for a luxury consumer brand.
    • Highly analytical and an “Excel Super User”, able to analyse and interpret large amounts of data and communicate clear actionable conclusions.
    • Highly organised, with Excellent time-management skills.
    • Enthusiastic, proactive individual with a "can do attitude" who can work at all levels with a high level of attention to detail.
    • Multiple Analytic Software experience. ie. Coremetrics, Google Analytics, Webtrends etc.
    • Works to a high standard and has inquisitive nature, with a desire to learn
    • Advanced PowerPoint skills
    • Strong Communications and influencing skills.
    • Highly developed commercial acumen and comfortable with analytics, data and numbers.
    • Hands on approach with a problem solving attitude who is also resilient and calm.
    • Confident, self-motivated individual who requires minimal supervision and can work as part of a team


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