CRM Content Manager

Launched in 2009, THE OUTNET has since established itself as the benchmark of luxury discount shopping, offering over 350 designer fashion brands at exceptional prices of up to 70% off.

Strong relationships with leading luxury brands elevate THE OUTNET, with a dedicated buying team in London purchasing over 90% of stock direct. THE OUTNET is renowned for high-end designer collaborations, offering unique and limited-edition exclusives for its discerning global customers alongside in-house label Iris & Ink.

THE OUTNET caters to a global audience with a local and tailored approach, offering local language sites in the Middle East and Japan and native checkout for all markets. With a focus on exceptional customer service, THE OUTNET offers a seamless shopping experience across mobile, tablet and desktop, inspiring editorial content, express worldwide shipping to over 100 countries and customer care services in 11 languages, available 24/7, 365 days a year. THE OUTNET is part of the LUXEXPERIENCE GROUP.

Our CRM & Loyalty division are now seeking a talented CRM Content Manager to join the team. Some of the essentials for you to know are: 

Location: London Westfield

Reporting into: Head of Site Trading
Hours: 37.5 hours weekly (4 days in office)

Contract Type: 12 month fixed term contract

Besides a competitive salary, we can offer you: 

• Performance bonus schemes dependant on the type of role you are in 
• A pension that both you and the company contribute too  
• A portal with an array of discounts on things like theme park and cinema tickets 
• Our famous staff discount along with exclusive staff sales
• Private healthcare for you and your family
• Flexible working
• A chance to be part of a fun and caring team that support each other  

Here is a breakdown of what you’ll be doing: 

• Accountable for day-to-day CRM campaign planning across all CRM owned channels at NET-A-PORTER, to deliver customer and channel targets.
• Collaborate closely with the Senior CRM Manager to develop content initiatives and strategies focused on retaining and reactivating the customer base through a customer centric approach which are highly personalised and customer relevant.
• Manage the content delivery of end-to-end email and push campaigns, including trade, automation, and transactional campaigns.
• Manage all stages of the campaign process, including stakeholder requirements gathering, planning, briefing, coordination with editorial and creative teams, and efficient communication of feedback and project updates to wider teams.
• Optimise planning and production processes in collaboration with the production team lead, identifying and addressing areas for improvement.
• Manage relationships with outsourced production partners to ensure campaigns are deployed in a timely and budget-compliant manner.
• Partner with the Martech department to ensure the Martech stack fits the CRM needs, supporting the delivery of the technology roadmap.
• Lead relationships with creative colleagues to ensure channel-relevant, best-practice CRM creative utilisation, that is most effective in engaging targeted audiences.
• Develop and implement a test and learn content optimisation roadmap, incorporating creative tests, personalisation strategies, and data science models.
• Monitor and analyse CRM campaign performance, as well as customer segment performance using tools such as Tableau and Google Analytics, providing insights for continuous improvement.
• Contribute to CRM projects aimed at delivering innovative, personalised multi-channel marketing programs that enhance customer experiences and drive profitability.
• Align priorities and support regional team initiatives.
• Provide support for change initiatives within the CRM team and broader Marketing team.
• Cultivate and maintain strong relationships with teams across the YNAP Group.

The type of person we are looking for: 

• Min 4 years of experience in a similar role in luxury / fashion.
• Advanced knowledge of both Email and Push Channels, with a deep understanding of audience segmentation and personalisation strategies to enhance performance.
• Familiarity with Trello or equivalent workstack management tools.
• Experience using Google Analytics or Tableau.
• Extremely detail-oriented, deadline driven, and able to multi-task.
• Excellent communication skills and ability to present complex initiatives clearly and confidently to senior managers across the business.
• Collaborative attitude to build a strong relationship across the business.
• A creative flair and ability to think of new ideas and creative projects.
• Solid understanding of other interactive marketing channels and their marketing principals.
• Proven ability to work quickly and effectively with an eye for detail.
• Pro-active and able to show initiative/ideas.
• Excellent organisational skills.
• Can work independently in a structured manner.
• Ability to think clearly and calmly when faced with issues or conflicting priorities.
• Flexible attitude and ability to work in a fast paced and reactive environment.

From the moment you join the LUXEXPERIENCE GROUP we are committed to making your journey with us inspirational and evolutionary. If you are passionate, committed and thrive in a collaborative and fast-paced environment, then please apply with a CV.

LuxExperience is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics.

If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.

Experience Level: Mid-Senior levelWorkplace Type: Hybrid