Job Description

Role Purpose

Own and support the delivery of digital customer engagement activity by implementing email, push, POS, Coupon at till, digital banners and CRM campaigns. The role is responsible for planning, executing and optimising customer communications that drive sales, engagement, retention across Morrisons owned channels.

This position delivers targeted, high-performing communications in line with the contracted customer engagement plan and wider business objectives. It also ensures effective use of budget, strong customer segmentation, timely campaign delivery and continuous optimisation of performance.

Accountabilities:

Customer

• Develop and implement communication strategies by customer segment to improve engagement, retention and sales
• Plan and execute campaigns in line with the agreed customer calendar, key trading moments, launches, promotions, loyalty activity and seasonal campaigns
• Build and optimise automated customer journeys, including retention, reactivation and lapsed customer programmes
• Ensure all campaigns are delivered on time, aligned to brand guidelines and tailored to the target audience
• Manage customer segmentation and targeting, using data and insights to deliver relevant, dynamic and personalised content
• Ensure communications reach customers in a timely, competitive and relevant format across channels
• Support delivery of the wider business plan and trade strategy through effective customer communications
• Own or support campaign briefing, creative development and email build processes
• Take end-to-end responsibility for partner couponing including planning, implementation and continuous optimisation to deliver business objectives

Colleague

• Be an active participant in a high-performing, engaged and diverse team focused on communication excellence, service, sales and profitability
• Work collaboratively and cross-functionally with key stakeholders across marketing, digital, e-commerce, loyalty, compliance and trade planning
• Build strong working relationships with internal design teams and external creative agencies to deliver compelling communications
• Contribute positively to team culture, pace, simplicity and continuous improvement

Operational

• Shape, deliver and optimise CRM campaigns using Salesforce Marketing Cloud and other relevant marketing tools
• Manage campaign execution from briefing and customer selection through to deployment, reporting and optimisation
• Work collaboratively with stakeholders to deliver the marketing strategy and partnership plan
• Ensure all communications are legal, honest, truthful and compliant with regulatory requirements and GDPR principles
• Maintain high standards of data quality, governance and accuracy
• Analyse and report campaign performance across KPIs including clickthrough, impressions, retention, conversion and sales
• Use testing, insights and performance data to continuously optimise communications and campaign effectiveness
• Support the integration of communications across channels to deliver a consistent customer experience
• Create clear briefs for the data team to build the right audiences to meet relevant objectives
• Deliver the partner coupons by creating and loading offers into our Loyalty platforms
• Brief and stand over reporting and evaluation of partner coupon campaigns to understand effectiveness
• Use the insights to optimise campaign performance and recommend future activity
• Generate Morrisons App content that aligns with partner campaigns and supports delivery of their objectives

Requirements

• Strong knowledge of the retail, Loyalty and marketing industry, particularly digital marketing and CRM

• Commercial and financial understanding
• Strong to expert knowledge of email marketing platforms and CRM systems
• Knowledge of loyalty programmes, promotional mechanics and customer lifecycle marketing
• Understanding of customer segmentation, targeting and personalisation
• Good understanding of data protection and GDPR principles
• Understanding of Morrisons customer personas and customer engagement priorities

Role Measurement

• Plans and campaigns delivered on time
• Achievement of agreed targets for interaction, clickthrough, impressions, retention and conversion
• Delivery of campaign sales objectives
• Effective customer selections and audience targeting
• Accurate reporting and optimisation based on campaign performance insights

Benefits

• Competitive salary
• 25 days holiday (in addition to 8 bank holidays)
• Company contributory pension scheme
• Joining a supportive, empowered culture & a team with outstanding capability and experience
• A dynamic environment in which you can personally learn, develop and make an impact
• Opportunity to shape a growing and market leading technology business business

Why join us

• Strong support from experienced sales, insight, and product teams
• A collaborative, high-performing culture
• The chance to shape and grow a scaling tech and insights business
• Direct exposure to a major grocery retailer and leading CPG brands
• A dynamic environment where you can learn, contribute, and make an impact