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SENIOR CRM EXECUTIVE

NET-A-PORTER is an established global Internet retailer of cutting edge luxury fashion labels relied upon for its exceptional quality of service and eye for the next big thing. THE OUTNET.COM is NET-A-PORTER's sister brand and the most fashionable fashion outlet store online. With an expanding domestic and global market, and revenues increasing month on month, critical strategic change is on the agenda, in order for us to achieve the objective of dominating our sector as a truly successful force in online retail.

The Role: As such, we are seeking an Senior CRM Executive to develop a CRM program for THE OUTNET, ensuring that we deliver best-in-class experiences for our customers. In this role you will be designing, implementing, analysing and presenting back research to ensure the customer’s voice is represented throughout the business and that all teams are kept up to date on who the customer is so that we can keep them at the heart of what we do. “Your fashion fairy godmother” Grazia “….essentially like visiting the best outlet ever” Lucky “Everything is chosen with the same good taste and trend-conscious eye that has made NET-A-PORTER such a hit” Sunday Times Style

Responsibilities • •

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Work with key stakeholders to develop THE OUTNET’s segmentation model Manage reporting of segmentation migration analysis throughout the year and highlight key findings from the research, work with key stakeholders on action plan from this research Be the key contact for data and analysis for THE OUTNET, and work to build up a detailed picture of the customer and profiling Liaise with marketing departments to manage customer lists and project analysis for marketing projects and online marketing activities Assist in implementation of key retention projects Drive analysis into targeted email campaigns and track key changes in behaviour Manage the running of the Voice of the Customer Programme – daily monitoring of results, weekly reports and monthly departmental workshops, to help guide THE OUTNET business and retention activity Provide competitor intelligence and mapping, plus monitor trends Implement qualitative and quantitative research techniques to provide insight and intelligence on how to improve the customer experience by working with internal departments and external agencies Work with the Customer Insight Manager to develop the research plan and budget for THE OUTNET


Essential Skills: • • • • • • • • •

Bachelor’s degree or equivalent work experience required Experience in CRM is a must Solid analytical background in at least one of the following areas; propensity modeling, customer profiling & targeting, direct Mail / email campaigns, targeting models, retention & churn etc… Excellent Excel skills Experience in questionnaire writing and research design techniques Excellent communication skills and ability to present complex data clearly to senior managers across the business. Works independently in a structured manner Flexibility and multi-tasking are also essential Strong persuasion and influencing skills and confidence

Desirable Skills: • • •

Additional experience in the retail sector is highly beneficial, however is not essential. Knowledge in Access, SPSS, Pro-Clarity is distinct advantage Experience using survey building software

To Apply: Please send us an updated CV and a cover letter explaining why you feel you are suited to NET-A-PORTER and this role. These should be emailed to jobs@theoutnet.com NO RECRUITMENT AGENCIES PLEASE


Outnet.com work placement