Great marketing ensures we offer an inspirational and effective customer experience, which means we must understand how our customers want to shop our Clothing & Home products and present them in a compelling way - be that through store environment, packaging, POS décor, email marketing, social media, communications and SEO.

It also helps us build great relationships with our trade partners to make sure we build profitable partnerships that increase brand and category growth.

With a huge focus on how we use data to drive sales and improve customer experience - we’re super excited for what’s to come. As we continue to transform our Clothing & Home business - the sky is the limit and this role is a great opportunity to make a significant contribution to our success!

Job purpose

In this role you are leading a team of highly talented individuals, planning the strategy and delivering the execution of CRM activity across Jaeger. Jaeger was bought by M&S at the start of 2021, and we re-launched the brand to customers in Autumn/Winter 2021. You will be delivering relevant and rewarding communications that our Jaeger customers will grow to love. Together with this you will ensure we strive towards super charged communications and rewards that customers really connect with on all levels. All campaigns will drive incremental value, and drive behaviour change within the customer base. It is a great opportunity to join a brand at the start of a new journey to become Tomorrow’s Vintage and re-define itself with a core customer group.

Reporting to

Head of Marketing (Third Party Brands and Jaeger)

Direct reports

2 team members

Key accountabilities and measures

• Continue to develop the CRM strategy Jaeger, this will include:
• CRM Base Growth/Customer Acquisition
• Personalisation development
• Trigger roadmap
• Segmentation development
• Loyalty and Rewards
• Advance the teams omni-channel approach, ensuring all campaigns are customer first, and really driving towards the overall customer journey. This will include email, DM, SMS, Web Push, and App Push
• Form strong relationships with our delivery partners both internally and externally (ITG, D&D and Spring Studios).
• Work closely with team members including analytics in order to all campaigns are briefed for post campaign analysis, and we embed a test and learn approach for all campaigns. Likewise, support analyst in team to report on channel mix to best understand each channel's contribution to growth.
• Support the whole team to drive cultural change across M&S, embed and embrace new agile ways of working, test and learn, fail fast / learn quickly, and 360 degree feedback approach.
• Ensure all campaigns are performing against key performance metrics, traffic, revenue, incremental sales, ROI, CR, open rates ant opt outs.
• Work with international teams in order to develop their CRM approach to Jaeger (where relevant).

Key skills

• Advanced Loyalty & CRM experience.
• Attention to detail
• Agency management
• Campaign planning
• Stakeholder engagement
• Creative execution
• High degree of commerciality / revenue understanding.
• Influencing & negotiation skills
• Analytical mind-set
• Innovative and inquisitive is desirable

Key relationships and stakeholders

• Marketing Team
• Finance team
• Customer Insight
• .com
• 3rd party suppliers and agencies
• Jaeger buying and merchandising

This is an excellent opportunity to join us at an exciting time of change and transformation! In exchange for your experience, we will reward you with a competitive salary and market leading benefits package.

Interested? Apply here!

Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact. We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process. Applicants with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation either by phone on 0345 300 3725 or by email recruitment.online@marksandspencer.com, so we can make alternative arrangements for you.