Objectives, Goals & Responsibilities:
The key objectives and goals of the role will be to enable our personalisation capability within CRM in order to connect more customers with Dunelm product in ways that improve engagement and increase shopping frequency. Through increased relevancy and purchase frequency we will drive lifetime value and overall business sales & contribution from CRM.
The role will be varied and evolve fast, you’ll need to:
- Grow your knowledge & capability in the use of Salesforce Marketing Cloud for email marketing & your understanding of how to use Tealium for the purposes of audience creation.
- Be a driving force for change within the team in how we use Salesforce and Tealium together along with the data sources to them, in order to meet our email growth, personalisation and revenue targets.
- Test and learn wherever possible utilizing all agreed opportunities within the email and CDP platform to improve what we do.
- Forge and maintain strong relationships throughout the business, and across the wider Digital, Customer, Commercial and Technology teams.
- Find ways to share our progress in an engaging way ensuring people internally and externally feel well informed.
- Champion the need and use of good quality data but be resourceful in finding ways to use the data that we have to continually evolve our ability to show up differently for customers.
- Use our measurement framework and KPI's to share our successes and challenges in email marketing helping to inform us of how to grow the contribution of the channel further.
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.
- A proven track record working in customer teams within in a B2C business, with good digital exposure
- Experience blending, manipulating and transforming data from multiple sources
- Demonstrated ability to plan & deliver whilst retaining flexibility in approach.
- Commercial understanding and customer focused.
- Excellent communication and the ability to work collaboratively and in a cross functional environment.
- Analytical, curious mindset, confident with numbers and with a growth mindset
Desirable Skills we look for:
- Understanding of customer behaviour and needs.
- How to engage customers with Dunelm brand and products and its broader place in the community.
- Hands on experience creating and managing audiences and data flows within a CDP such as Tealium
- An understanding & curious mind around the methods in Salesforce Marketing Cloud for personalising content, journeys and experiences based on customer behaviours, audiences and data.
Behaviours we look for:
Stronger Together:
- Developing a shared understanding of the goals for personalisation in CRM & keeping yourself & others updated
- Building a network of internal and external connections to help build mutual success
Keep Listening and Learning:
- Always seeking to discover something new & trying new ways of doing things to learn.
- Exploring other areas of the business and joining the dots.
Long Term Thinking:
- Being a champion of our customers and products, finding ways to improve the customer experience.
- Showing enthusiasm and ambition for what you & your colleagues can achieve.
- Overcoming obstacles to change and keeping momentum going.
Act Like Owners:
- Having a ‘can do’ mindset, being optimistic and determined about the challenges ahead.
- Being inventive, making full use of what’s available and reducing cos.
- Gaining clarity early on with regard to what needs doing and anything you don’t understand.