CRM Manager

Working within the Multichannel function, this role will play a key part in helping to deliver the long-term CRM strategy for Wickes.  This role involves maximising value from our Showroom Kitchen & Bathroom proposition, through technology, insight & data-driven acquisition and retention strategies.

Main Responsibilities

• Work with stakeholders & agencies to understand the most appropriate opportunities to support through CRM.

• Develop CRM plans & contact strategies which support optimization & growth of the CRM program.

• Make recommendation on evolving the CRM strategy based on new insights

• Oversee core trading CRM deployments, to ensure that a best practice approach is applied & activities evolve in-line with the CRM strategy.

• Champion best practice testing methodology to enhance the effectiveness of CRM activities.

• Work with key stakeholders in Wickes to continually optimize the customer journey & overall experience for K&B.

• Deliver against agreed CRM objectives within the Showroom Customer Plan.

Channel Development

• Set and drive the CRM strategy to support the company’s overall objectives

• Initiate analysis of customer base to gain insight of new contact opportunities

• Drive automation of existing manual processes in-line with the overall CRM Development Roadmap

• Build business cases to gain approval for system enhancements.

Measurement & Insight

• Develop meaningful MI reporting to support key stakeholder and business requirements

• Ensure all campaigns & programs have a success measure 

• Provide performance summaries on DIY, Kitchen & Bathroom CRM activities 

Budgets

• Manage forecasting and budget allocation across all Showroom Kitchen & Bathroom CRM activity

• Manage Purchase Order and Invoices in-line with agreed business process.

Key Relationships 

• Core Trading (Showroom & Take Away) 

• eComm Trading

• Showroom Marketing

• Multichannel Development

• Insights

• CRM Development

• Agencies

• Studio