CRM Specialist

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers. We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.

MARKETING

We're a diverse team of Marketing professionals, spanning artistic and scientific expertise. We're driven to amaze our global community of customers through our data-driven approach, revolutionary spirit, test-and-learn culture and collaborative style.

PORTO

Our office is near Porto, in the north of Portugal, and is located in a vibrant business hub. It offers a dynamic and welcoming environment where our employees can connect and network with a large community of tech professionals. 

THE ROLE

We are looking for an outstanding CRM Specialist to focus on developing CRM communications at FARFETCH across email and push. This particular role will be suited to someone who has interest and experience in the technical side of CRM, as this role will be focused on the management of automated campaigns including ownership of the end-to-end roadmap and optimisations of the triggered remit (specifically, transactional and stock alerts). 

You will be someone looking for an opportunity to work in a fast-paced environment and wants to make an immediate impact on the end-to-end customer experience. This role requires a strong communicator; someone who can translate complex business needs into a seamless customer experience across messaging channels, and someone who can collaborate with cross-functional stakeholders. 

Reporting into the CRM Principal in Porto, you will be part of a Global CRM team that includes team members in the United Kingdom, Brazil and Middle East. You will also work closely with the wider marketing department and commercial teams to deliver CRM communications in line with the strategic direction. 

WHAT YOU'LL DO

• Plan and execute CRM campaigns, including, but not limited to: 

  • Building triggers and automations based on customer events and data, in conjunction with data, product and CRM tooling stakeholders

  • Planning content and optimisations for CRM communications (email, push, in-app messages) in line with business priorities 

  • Briefing campaigns to stakeholders in creative, linguistics, product, and analytics teams using project management tools (Monday.com)

  • Building campaigns and flows within our email service provider (MoEngage)

  • Proofing and deploying campaigns in a timely fashion, to a high standard and with an exceptional degree of accuracy

  • Working with data and analytics to segment communications to relevant audiences based on membership status, preferences, demographics, and other attributes 

  • Optimisation of campaigns through continuous test & learn activity

  • Monitoring and reporting on CRM campaign performance, trends and processes

  • Collaborate with engineering and product teams to align on solution design and delivery 

  • Identify and de-bug errors / failures in the automations pipeline and spot opportunities for improvement 

• Liaise with stakeholders to understand business requirements, challenges and priorities, and how that the CRM experience can be optimised accordingly 

• Optimise the logic of existing automations (e.g. Back In Stock). Use data and insight to identify improvement opportunities (proactively and on demand) and review opportunities for AI modelling to determine the best audience, message and time. 

• Support the development of personalised and automated CRM campaigns, utilising the latest CRM technology to improve relevance. Leverage dynamic modularisation capabilities to increase the number of variants and level of personalisation within CRM campaigns

• Conduct regular analysis and reporting for CRM activity and make recommendations based on results. Carve out your own test & learn roadmap to drive continuous improvement 

• Liaise with wider teams (Online Merchandising, Consumer Product (Comms, Recommendations), Data Analytics, Creative, Loyalty, Private Client) to launch new growth driving initiatives

• Work in a fast paced and reactive environment to drive CRM performance

WHO YOU ARE

• Experience working with MoEngage or similar tier 1 email service provider (Bloomreach, Braze, Responsys)

• Experience of working on automated/triggered campaigns and comfortable in technical conversations involving data, product and engineering. Interested in driving improvements in the overall customer experience through building operational flows. 

• Confident manipulating performance data and turning it into actionable insights. Proficient using tools such as Looker/Microsoft Excel/Google Sheets

• Comfortable working under pressure, and able to work reactively based on changing business needs; someone with high energy

• Exceptionally well organised with strong attention to detail 

• Desire to drive forward change and optimisations for a crucial, growing business function

REWARDS & BENEFITS

• Employee Pension Scheme

• Flexible Benefits Program

• Health Insurance & Critical Illness cover

• Flexible work environment- Hybrid Model (3 days a week from the office, 2 days from home)

EQUAL OPPORTUNITIES STATEMENT

• FARFETCH is committed to being an inclusive workplace where diversity in all its forms is celebrated. We make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, marital status, medical condition as defined by state law, physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, genetic information or any other classification protected by applicable federal, state or local laws or ordinances. If you require special accommodation, please let us know.

SCAM DISCLAIMER

• It has come to our attention that there may be fraudulent activities involving individuals or organizations falsely claiming to represent Farfetch in order to attract candidates to a SCAM. Please be aware that Farfetch does not conduct recruitment processes through messaging apps or any unofficial communication channels, other than our official careers website. Additionally, Farfetch will never ask candidates for any form of payment during the recruitment process.