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  • CRM Manager

  • Business: Wickes
  • Sector: Marketing
  • Location: Watford, Hertfordshire
  • Salary: Excellent + benefits + bonus
  • Hours of work: 37.5
  • Position type: Permanent
  • Job type: Full Time
  • Date posted: 21-Aug-2019
  • Job reference: 23312

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Job Description

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 


  • 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

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