Customer Relationship Management Manager

Job content

As a CRM Manager at LolaLiza you will be responsible for all our CRM activities, including our loyalty program, customer data analytics and customer service. More specifically, you will be in charge of increasing revenues as well as share of wallet, grow the brand loyalty and strengthen LolaLiza’s brand image. CRM is high on our agenda! We have a lot of customer data. The challenge for you will be to turn these data into commercial use and value.

In this function you will lead and coach a team of 5 people, and you will interact a lot with all many departments in the organization (Commercial, Marketing, E-commerce, IT).

You will report directly to our COO.

Are you an experienced CRM professional, who can grow our CRM program and turn it into a real commercial strength?

Then you should definitely keep on reading! You might be the one we are looking for.

Some of your activities as a CRM Manager:

• Take a leading role in the further development of the CRM strategy of LolaLiza;
• Develop a full plan for all CRM communication, taking into account omni-channel customer journeys;
• Work with marketing and commercial teams to ensure proper alignment on campaigns, communication, content and promotion planning; whereby you take charge of all the direct marketing channels (email, SMS,etc).
• Develop and manage all trigger-based CRM campaigns, and start including personalization and product recommendations;
• Together with Marketing, coordinate the further evolution and operational execution of the LolaLiza Love loyalty program, including monitoring and reporting of all relevant KPI’s;
• Initiate all actions and initiatives to grow our database and customer data;
• Continuously improve customer knowledge and insights, including customer segmentation;
• Promote the usage of customer data in all decision-making processes within LolaLiza;
• Manage our Customer Service team (2 persons in your team + external support);
• Monitor all relevant legal requirements related to customer data management and usage;
• Manage the CRM budget and take full responsibility for achieving CRM results.

Who you are?

• An experienced CRM professional with a minimum of 5 years’ experience in a similar role, preferably within a retail environment (fashion affinity is a plus);
• It would be great if you speak both French and Dutch since most of your colleagues do. But we talk a lot of English too;
• You have a smart commercial instinct and have lots of energy;
• You like to work with numbers and data, and know how to create value from data;
• You are a digital native and familiar with omni-channel principles;
• LolaLiza is a fast-fashion brand where things go fast, so working under pressure, flexible and pragmatic is what you like;
• You will work a lot in teams, so strong organizational, communication and planning skills are a must.

What we offer:

• A challenging and diverse position within an enthusiastic and dynamic organization;
• The opportunity to develop yourself within a Belgian fashion company growing internationally;
• You will start with an onboarding program so that you will know LolaLiza and our customers very well from the start;
• A motivating salary package in line with your skills and your experience;
• Staff discounts on the LolaLiza collections.