CRM Manager

Founded in 2004, Rapha exists to inspire the world to live life by bike. We believe that cycling has the power to improve people’s lives but as well as enjoying it for what it is today, we are determined to change cycling and open it up to more people so that they too can discover the joys of riding a bike.

Rapha is looking for an experienced CRM Manager who will be responsible for evolving and executing our CRM strategy and email marketing plan. Working closely across Digital and Marketing, you will deliver increased CRM mix-of-business, improve customer retention metrics and drive increased lifetime-value. We’re a small, ambitious team and you’ll need to collaborate across Rapha to achieve your goals of delivering a best in class customer experience, and driving material growth in retention and customer metrics.

The Role

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• Evolve and deliver Rapha’s strategy across email and digital channels, championing relevance for the customer and continually optimising with a test-and-learn mindset.

  
  

• Ensure local relevance of CRM activity, including working closely with our US team on SMS and other local activity.

  
  

• Make the most of our direct relationship with customers through our segmentation approach, forecasting customer behaviour while being mindful of margin and long term value.

  
  

• Iterate automated CRM campaigns, working cross-functionally to uphold seamless customer journeys, ensuring the customer lifecycle programme is visualised and consistently optimised.

  
  

• Forecast CRM performance to meet agreed KPIs and targets, identifying gaps and proposing targeted and relevant solutions.

  
  

• Work in partnership with Marketing, Digital, and Brand to improve email templates that inspire customers and deliver continual, compounding performance improvements.

  
  

• Report on CRM KPIs, building and analysing relevant reports, providing relevant recommendations and next steps from results.

  
  

• Advocate for the latest email and platform technologies to ensure we adopt and make the most of new functionality where available.

  
  

• Work closely with our Digital Product team to influence the digital roadmap and establish requirements needed to support Customer initiatives.

  
  

• Manage our CDP (Bloomreach Engage), enable regional teams to activate key programmes within it, and work with our Data and Analytics team to ensure we can execute with every available insight from the broader Data landscape at Rapha.
  
  

  
  

The Candidate

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• Customer obsessed, and proven advocate in promoting best in class customer experience throughout the lifecycle.

  
  

• 5+ years in CRM roles, with increasing responsibility and performance.

  
  

• Strategic thinker who can translate top line objectives into initiatives that drive results.

  
  

• Fluent with data & customer platforms [our stack is Bloomreach / GA / PowerBI, but you may have worked within other platforms which is fine!]

  
  

• Highly articulate and confident communicator with strong influencing skills.

  
  

• Ability to work with multiple stakeholders in a fast paced environment.

  
  

• Self-motivated multi-tasker able to handle multiple projects with good time management.

  
  

• Commercially aware and able to forecast performance and deliverables.

  
  

• This role is an individual contributor role, with a high degree of internal visibility, with the potential of line management and team growth as you demonstrate impact.

  
  

Working at Rapha

We are continuously looking into ways to invest in our employees and build a better working culture and environment. Here are just some of the internal benefits we offer.

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• Flexible working hours
  
• Support ad-hoc remote working during the week - Minimum 3 days in office
  
• Free barista coffee and social drinks in the office
  
• Monthly department social events and quarterly office social away days
  
• We offer a flexible riding benefit to allow you to go out riding on a Wednesday morning with colleagues or learn to cycle to cycling through our Getting Started Scheme.
  
• We offer all our employees a 50% apparel discount and a discount for family and friends
  
• An annual clothing allowance
  
• Free membership to the Rapha Cycling Club
  
• Company Pension Scheme