CRM Analyst

Job Introduction

Selfridges is a social centre where everyone is welcome. We surprise, amaze and amuse our customers’ everyday by doing the unexpected, celebrating those special moments and inspiring one another. We are the destination for the most extraordinary customer experience unrivalled with products and services ranging from high street to high end.

The role will analyse customer behavioural data and trends in order to decipher which customers, receive which message, on which channel. Highly KPI driven, they will monitor the performance or the email and app marketing channels and provide suggestions to further optimise success.

Role Responsibility

Based in our Wigmore Street offices you’ll provide a unique and tailored service in CRM to customers internally and externally, going beyond the ordinary to create moments that cannot be experienced elsewhere. Our customers expect extraordinary service delivered by people with a genuine passion for what they do and to share their unparalleled level of knowledge whilst taking enormous pride in maintaining our exceptionally high standards.

Working with our wider Customer Marketing and Insights team you’ll share your knowledge through unique Selfridges stories. You will use your natural curiosity to stay ahead of the latest industry trends by taking every opportunity to expand your knowledge.

Key Responsibilities for this role include:

• Analyse large datasets to provide business output that informs relevant and targeted customer communications across email, app and direct mail marketing
• Monitor own bought channel performance and customer behaviour to articulate success, learnings, & suggestions to optimise future strategy
• Build and monitor the control group methodology across own bought channel activity to measure incremental sales
• Provide regular insight & recommendations to the Events & VIP Relations team to optimise their guest lists & activations
• Regular KPI & performance reports provided to wider business with tangible commentary & actions
• Work with CRM Trade Lead to support the customer contact strategy, and to drive Omni-channel footfall and sales

The Ideal Candidate

Your passion and confidence will set you apart. Bringing your personality to the service experience you will always look to genuinely connect with your customers while thinking creatively to bring your ideas to life.

Desired skills:

• Minimum two years’ analytical experience
• Background in retail desired but not essential
• Literate SQL skills
• Experience with SAAS solutions (e.g. Salesforce)
• Highly numerate
• Proven experience with large, complex datasets
• KPI driven and solution focussed
• Ability to communicate information clearly & concisely
• Naturally curious with a passion for discovery
• Impeccable attention to detail
• Sound understanding of marketing channels & performance

About the Company

Selfridges is a shop run on imagination: a place where the world’s most covetable brands combine with the most extraordinary spectacles, events and ideas for an experience like no other.

The story began when Harry Gordon Selfridge first arrived in London from Chicago in 1906 with his heart set on opening his dream store. With his revolutionary understanding of publicity and the theatre of retail, Selfridges Oxford Street opened its doors for the first time in 1909. The founder’s spirit of innovation and creativity lives on through its owners today. Since 2003, W. Galen Weston and his family have owned and operated the business, which now includes two stores in Manchester, one in Birmingham, plus selfridges.com and the Selfridges App which both deliver to over 130 countries.

In 2016 Selfridges was the first ever store to be awarded the title of ‘World’s Best Sustainability Campaign by a Department Store’ at the IGDS Global Department Store Summit, in-line with its focus on buying better and inspiring change. For an unprecedented three consecutive occasions in a row (2010, 2012 & 2014) Selfridges also won the coveted ‘Best Department Store in the World’ award, underlining its place at the forefront of retail.

Selfridges