Customer Relationship Manager

Job ID: 2017-2608

Brand: Molton Brown

Location: GB - - London

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The Customer Relationship Manager is to play a key role in assisting to shape the CRM strategy and management of Molton Brown's Single Customer View (SCV). Responsible for enhancing the relationship with our customers globally, the Customer Relationship Manager will play a pivotal strategic and operational role in acquiring and modelling the data and analytics to support activities, targets and KPIs, whilst driving brand trust, loyalty and advocacy with our customer database.


  • Plan, implement and deliver CRM strategy to acquire, convert, retain and re-engage customers across multiple touchpoints as a means of maximising the customer journey of Molton Brown, with the support of Digital Marketing Manager and Digital Director.
  • Analyse database to define customer profile, user journeys, and consumer behaviour.
  • Implement data-driven segmentation to support Digital and CRM marketing activities and enable proactively targeted campaigns.
  • Create and manage customer modelling ie. Customer Life Time Value.
  • Set up analysis and insight reports to monitor KPIs to monitor performance against CRM objectives and identify customer behaviour.
  • Champion a best-in-class customer experience across all campaign channels where relevant, including email, website (mobile and desktop), and offline.
  • Drive data capture on all relevant activities to build customer data to support growth.
  • Set up and provide regular reports documenting customer acquisition, loss, movement and other useful insights and observations in a visual format.
  • Oversee consistency, accuracy and compliance of all data entry and storage.
  • Audit the use of the CRM tool, identify training needs and develop protocols to achieve consistency and data accuracy.
  • Identify, share and drive best practise and learning’s (including to international territories), become the centre of expertise for the Digital Function.
  • Implement and develop processes to ensure collaboration with business stakeholders.
  • Keep abreast of Data Protection legislation, ensuring compliance with the regulations (Global requirement).
  • Establish appropriate policies and procedures to follow best practice guidelines.


  • Degree educated.
  • Minimum 2 years Experience in a results driven role for a consumer brand.
  • Able to analyse and interpret large amounts of data and communicate clear actionable conclusions.
    Highly Analytical, an “Excel Super user”.
  • Highly organised, with excellent time-management skills who can respond positively to changing priorities.
  • Enthusiastic, Proactive individual with a "can do attitude" who can work at all levels with a high level of attention to detail.
  • Multiple Analytic Software experience ie. Coremetrics, Google Analytics, Webtrends etc.
  • Works to a high standard and has inquisitive nature, with a desire to learn.
  • Advanced Power Point skills.
  • Strong Communications and influencing skills.
  • Highly developed commercial acumen and comfortable with analytics, data and numbers.
  • Hands on approach with a problem solving attitude who is also resilient and calm.
  • Confident, self-motivated individual who requires minimal supervision and can work as part of a team.
  • Proven ability to develop and leverage successful working relationships both with internal and external colleagues.
  • Ability to deliver work on time, within budget and to a high standard.

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