CRM and Loyalty Manager

Location: On site / Ireland
job type: Permanent / Full-time
Sector and subsector: Marketing | Marketing

Salary: Negotiable Salary

Job Profile: CRM

Location: Ireland/Hybrid

Contract: Permanent

Kilkenny Design are currently recruiting for a passionate, independent and analytical CRM and Loyalty Manager to join our team. The role will report to the Senior Marketing Manager.

This exciting role will play a pivotal role in driving customer engagement, retention, and loyalty through strategic CRM initiatives and loyalty program management. As the CRM & Loyalty Manager you will have close working relationships with other areas of the business including Buying, Retail, Online, Finance and Marketin g.

The ideal candidate will have a blend of technical expertise, marketing acumen, and analytical skills to enhance customer relationships and optimize business performance.

About our Culture:

At Kilkenny we strive to create the best possible Cx experience for our customers and colleagues each day. Our values and behaviours inform what we do and shape our decision making.

At Kilkenny we strive to be open and honest by building a culture of trust and transparency. We treat customers and colleagues like individuals so to understand their needs, but always doing so with clarity and kindness. We take accountability and plan for succuss and when things go wrong, we put things right and learn from them. But most of all we thrive to work hard but have fun along the way.

Key Responsibilities:

CRM and Loyalty planning and execution

· Develop and implement a comprehensive CRM strategy aligned with business objectives to enhance customer interactions across all touchpoints.

· Manage the (CRM) system, including customer segmentation, data cleansing, and database maintenance.

· Own, develop and execute a comprehensive communications strategy that spans multiple channels, including lifecycle, BAU, SMS, triggered, and transactional emails to drive engagement, sales, retention, and loyalty.

· Lead the design, execution, and continuous improvement of our Loyalty Program, with a focus on increasing customer participation, value, and retention and continually measure performance to drive optimisations.

· Once established in our domestic territory, lead out the execution of our Loyalty Programme for our international territories.

· Work with stakeholders across multiple teams, to agree and deliver on promotional plans for our loyalty program & other key customer segments (e.g., events, discounts, product promotions, sampling campaigns etc), targeted at specific customer cohorts.

· Analyse customer data to develop a clear segmentation strategy, identifying the key drivers of profitability, loyalty, and churn.

· Ensure eMail and SMS content, design and delivery are continuously optimised for maximum return.

· Manage the CRM and loyalty program budget effectively, ensuring resources are allocated wisely to maximise ROI.

· Ensure all CRM activities comply with data protection regulations, including GDPR, and maintain customer data security.

Data Analysis and Insights:

· Conduct regular in-depth analysis and segmentation of customer data to derive actionable insights that inform CRM strategies and decision-making.

· Generate and action insights on our returning customers, lifetime value & frequency reports and campaign results.

· Communicate effectively to the segment audiences and deliver personalised communications and offers.

· Implement processes to gather and utilise customer feedback to enhance products, services, and experiences.

· Generate weekly KPI reports for the business including retention, churn, lifetime value, rewards participation rate, sign up rate, revenue and conversion, and provide actionable insights and opportunities.

People Management

· Work closely with the marketing, online and retail teams to align CRM activities in line with commercial objectives and calendar of events.

· Communicate and present CRM plans and performance, on weekly operations calls, consumer forums and management meeting from time to time.

· Collaborate with ecommerce teams to drive customer engagement and sales through digital channels.

· Oversee CRM system integrations with IT, maintenance, and upgrades to ensure optimal performance and data integrity.

· Management of Graphic/CRM designer through 1 to 1 session, coaching and continuous feedback. As a manager you will give clear direction on work assigned, communicate regular and nurture the designer to excel in their role.

Qualifications and Skills:

· Bachelor’s degree in marketing, Business Administration, or a related field.

· Proven experience in CRM management and loyalty program development.

· Retail experience a clear advantage.

· Confident challenging the status quo and backing up questions with data.

· Strong understanding of CRM platforms (including Klaviyo), loyalty program software, and marketing automation tools.

· Experience in owning and creating loyalty, lifecycle campaigns, including automated triggers, or recurring programs.

· Strong understanding of data management, analysis, and reporting, both at a campaign and commercial level.

· Experience in planning and strategizing multi-channel marketing at a campaign and program level.

· Advanced excel & data analysis skills

· Excellent project management and organisational skills with the ability to manage multiple initiatives simultaneously.

· A customer centric approach and a passion for delivering exceptional customer experiences.

· Analytical mindset with the ability to translate data into actionable insights.

Apply for this position

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Have you experience managing a Loyalty programme?

Have you experience in customer segmentation?

Have you extensive experience in the management and execution of CRM systems

Do you have extensive experience in digital marketing?

Have you been referred to this job by a current Kilkenny Design employee? No Yes