CRM Executive

• Experience with a CRM platforms such as Emarsys, Klaviyo, Salesforce or similar.
• Experience managing and optimising CRM automations and customer user segments.
• A track record of increasing customer LTV.
• App experience
• Loyalty programme management
• Basic knowledge of photoshop

You will take the lead on communication with our customers, defining and implementing strategy OMNI-channel CRM strategies across PUMA.com, the PUMA app and linking instore experiences. This will be a 360 role – where the hired candidate will define our retention strategy in the UK while also taking a hands-on role executing day to day CRM duties.

• CRM calendar planning and email and push notification building.
• Optimisation of PUMA customer automation programmes. Improving our existing email and app automation user flows as well as looking to build new ones that aide PUMA’s customer retention efforts.
• Building, refining and optimising CRM customer segments.
• User segmentation optimisation. Filter and analyse groups of customers to detect risk, engage proactively and avoid churn.
• Help define and create a loyalty programme that our customers love with the support of the global business.
• Test and learn what works and what doesn’t each week with A/B tests.
• Develop a roadmap for CRM that has improvement of customer LTV at its core.
• Management of our CRM agency.
• Steering the long-term strategy for multichannel automation, whilst also working across the business to identify and scope potential special projects e.g SMS, Membership. 
• Work cross functionally with PUMA stores to improve customers omnichannel experience.
• Turning customer date into actionable insights. The candidate will be extremely data driven and able to interpret analytical models to identify new opportunities.