Campaign Account Director (CRM - Loyalty)

You will be defining the strategy for, and overseeing the delivery of relevant, personalised, and exciting campaigns and communications that our M&S customers will grow to love. You could be managing the end-to-end delivery yourself – or working closely with our BU marketing teams.

You will lead a team of highly talented individuals to deliver a co-ordinated sparks communications approach. It’s your role to ensure we are delivering world class relevant and rewarding loyalty communications at the right time to all M&S customers as they go through their unique journey with us - to deliver incremental value for the business and our members, behaviour change within the customer base, and a step change in how we reward our more valuable customers.

Key Responsibilities:

• Support the development and delivery of the Customer Loyalty Communications strategy to drive growth, personalisation, frequency and engagement across our customer base 
• Define communications strategies and campaigns that deliver clear customer benefit and deliver against targets (like Monthly Active Users). Work closely with the appropriate business teams to understand their customer and commercial objectives and develop programmes of data led customer communications to support 
• Collaborate with other marketing teams across M&S to bring the loyalty proposition, benefits and campaign moments to life across touchpoints, channels and activities.
• Oversee the end-to-end delivery of customer communications, including emails, banners, and push notifications. Work closely with teams to deliver into other channels including instore, onsite, paid and ATL.  
• Collaborate with Analytics and Data Science teams to ensure activities leverage data led opportunities, embed test and learn, and are analysed for post campaign findings 
• Ensure all customer communications align to our M&S and Sparks brand standards, and are reflective of communications standards  
• Optimise all campaigns against key performance metrics, open rates, click through rates, offer redemption and opt outs. Embody a continuous improvement approach, continually evolving activity to ensure the best outcomes 
• Ensure all activity is delivered on time, to budget, or appropriate risks and mitigations have been communicated 
• Be mindful of key loyalty and communications trends from competitors, and outside the retail industry, and make recommendations as to how these can be adopted in our communications 
• Find ways of improving executional efficiency across the team, and work with relevant teams e.g. Product and Automation to implement 
• Maintain positive relationships with our delivery partners (data, creative, development agencies etc.)

• Job knowledge – specialist skills, experiences, qualifications, specific systems or practices relevant to the role, latest function specific knowledge
• Business knowledge – level of commercial awareness, economic, commercial, political experience, industry specific knowledge to differentiate M&S from competitors.
• Problem solving – analytical skills, ability to direct, lead and deliver solutions that go beyond existing ways of doing things
• People & Leadership skills – communications, leadership and talent development skills.

Essential:

• CRM experience 
• Campaign Management/ Project Management experience
• Customer centric, with a good degree of commerciality 
• Retail/ Loyalty experience  
• Experience in agency management 

• Data literate and numerically literate 

Desirable:

• Experience in email and customer journey design and build (ideally using Salesforce Marketing Cloud) desirable  
• Multichannel marketer – experience across digital, media, CRM and events/PR

Work’s a treat!

On top of a competitive salary, you can expect a whole load of perks:

• 25 days’ holiday + bank holidays – we understand the importance of you getting some down time.
• Annual Wellbeing Day – enjoy an additional day on us to look after your physical and mental wellbeing.
• Pension Scheme – helping you save towards your retirement home in the sun!
• Corporate Medical Cash Plan – claim back the cost of your medical treatments.
• Smart Working Options – spend up to 40% of your working week from home.
• So many savings – through our online community platform, you can access dozens of daily deals, from money off top brands to discounts on days out.
• Employee Assistance Programme – our people are at the heart of everything we do, so if you’re happy, we’re happy.
• Cycle to Work Scheme – save on the cost of biking to work.
• Monthly Employee Awards - Employee of the Month programme with £250 bonus
• Raising money for charity including a paid Volunteer Day – we’re all about giving back… and having lots of fun in the process!
• Referral scheme – know the perfect person to join the team? You could bag £1,500 for a putting a good word in.
• Wellbeing Programme – giving you the opportunity to join regular, interactive Wellbeing Workshops or join our 30 plus Wellbeing Champions.
• Enhanced Family Friendly Leave – support for you and your family to help you navigate through the craziness of family life.

We Value Diversity

We champion and welcome diversity in our workforce and ensure all job applicants receive equal and fair treatment, regardless of age, race, gender or gender identity, religion, sexual orientation, disability, or nationality.

We are not only committed to increasing the visibility and recognition of talent from under-represented groups within our organisation, but the wider industry too.

At the end of the day, we make sure we take time to look after ourselves, each other, and the planet, because we’re always stronger together.

ITG have a number of community groups available to employees and exist to offer a safe space for like-minded colleagues, with shared interests to connect, socialise and check in with each other.

These include Black ITGers Together, LGBTQ+ Together, Mens Health Together, Muslims Together, Neurodiversity Together, Working Parents and Carers Together and Women In Tech Together.

What next?

If you found yourself interested in knowing more, drop us your application and someone from our team will be in touch.

#LI-SC1