Associate CRM Analyst

Job Introduction

Selfridges has always been much more than a shop. We’re a social space where everyone is welcome and feels a sense of belonging, a creative playground where culture and commerce collide, and an experimental hub where you can discover the most innovative and sustainable ideas in retail. We’re here to help make the world brighter. And you can be an important part of this. We’ll talk more about the role below, but before we get to that, let’s share with you the good stuff…  

Rewards and benefits 

Life at Selfridges is dynamic, exciting, and always evolving. As well as working with some of the most cutting-edge, iconic and boundary-pushing brands, designers and creatives, we also offer our team members opportunities to help make a positive difference through our network of communities, both within and outside Selfridges. Here are just a few of our rewards and benefits that help make our team experience that bit more extraordinary. 

• Flexible working options to benefit you, your family and your wellbeing that can include part-time, flexi-time, job sharing or hybrid working

• Generous annual leave that increases with length of service 

• Up to five paid volunteering days – from beach cleans to co-ordinating food and clothing donations 

• Family leave that suits your set up including Maternity, Paternity, Adoption, Surrogacy and Shared Parental leave policies 

• Defined pension contribution scheme  

• Generous bonus and/or commission scheme  

• Enviable team member discount including sale previews and double discount days 

• Exclusive local discounts on a range of restaurants, bars, beauticians and entertainment 

• Subsidised gym memberships  

• Annual travel pass and cycle-to-work schemes  

• A sustainable car salary sacrifice scheme 

• Several internal communities to get involved in from our Diversity Board and Green Warriors who are leading the charge on D,E&I and sustainability, to the Wellbeings who are always thinking of new ways to champion healthy minds, bodies and routines for our team members 

• Workplace Options, our confidential team member assistance programme for when life gets tricky or you need a little guidance 

• Access to a wide range of training programmes to help your career development 

Read on to find out how you can play your part in Reinventing Retail… 

Role Responsibility

Working in the CRM team you will support us on understanding much more about who our contactable customers are – both in terms of their behaviour and the impact of customer marketing initiatives. Your findings and recommendations will continue to strengthen our customer engagement strategy, and help the business drive key customer KPIs, including but not limited to, Customer Lifetime Value, Retention Rates, CRM Communications Engagement Rates.

Know The Role

• Build audiences in Salesforce Marketing Cloud for both BAU Campaigns and Automated Journeys
• Manage Audiences, and automations for Email Marketing & Push Notifications using SQL
• Analyse large data sets, using Salesforce Tableau CRM and Salesforce Marketing Cloud to provide insights to key stakeholders, helping put the customer at the centre of decision making
• Monitor integrations daily to ensure all data is up to date and correct.
• Weekly Reporting on campaign performance, and key customer metrics
• Work closely with the Senior CRM Analytics Manager to design and develop customer selections using Salesforce Marketing Cloud and drive the customer communications to improve customer experience, build loyalty and improve business performance
• Develop and maintain high quality dashboards and reports that are used across the business to monitor the performance of CRM campaigns; provide recommendations to increase ROI, CLTV, Customer Retention & Frequency, Customer Segmentation.
• Actively monitor the Contactable customer database (maintenance, cleansing, deduping, troubleshooting)

The Ideal Candidate

• Proven experience in a similar role using SQL, but high calibre graduates who meet all other criteria will also be considered.
• A university degree in a numerate discipline e.g. Maths, Economics, Sciences, Marketing
• Previous Salesforce experience highly desirable (Tableau CRM, Marketing Cloud)
• Strong Excel skills (experience with e.g. pivot tables, aggregation of data)
• Experience with Google Analytics, Google Data Studio
• Ability to communicate information clearly & concisely
• Naturally curious, with a passion for discovery
• Impeccable attention to detail

About the Company

Everyone is welcome 

Selfridges is a place where we want everyone to feel a sense of belonging. We embrace every self and are committed to cultivating a diverse and inclusive working culture. We are leading with purpose to not only increase the visibility and recognition of under-represented talent within our organisation, but the wider industry too. Here at Selfridges, everyone is welcome – irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all.   

Our awards cabinet  

We’re not ones to brag, but since you asked...Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign. We were also recognised as a ‘Best 25 Big Company to Work For 2020’ as awarded by The Sunday Times. 

Selfridges