CRM Manager

Billionaire Boys Club & ICECREAM was founded by Pharrell Williams in partnership with NIGO@ in 2003. We are a globally recognised apparel and accessories brand whose blend of streetwear and luxury has influenced countless pockets of fashion, music, design and culture.

The name Billionaire Boys Club was ideated with an irony meant to provoke thought. We are perpetually focused on originality and authentic self - expression than the direct financial implications of the name. We challenge our community to perceive wealth in humanity, compassion, creativity and curiosity.

As the brand has morphed to continually lead and define fashion, its aspirational mantra highlights a brand perpetually focused on embracing originality and self, hence ‘Wealth is of the heart and mind, not the pocket.’

Billionaire Boys Club EU is seeking for a visionary CRM & Loyalty expert to revolutionise how we connect with and retain our customers. As a key addition to our E-commerce team, you’ll help with creating bold, data-powered campaigns that leave a lasting impact. This role will serve as the key set up & driving force behind BBC EU's commercial strategy, fostering seamless integration across all digital channels to propel growth and innovation. Working directly with the Head of E-commerce for Europe, you’ll play a critical role in shaping the future of our online business and redefining customer loyalty. This would fit someone with a background in CRM and digital trade. A wider understanding of digital marketing channels will be highly valued.

CRM Strategy and Execution:

•  Plan and execute comprehensive campaigns to attract new customers onsite.

•  Design and implement initiatives to boost customer acquisition, retention, and loyalty through email, SMS channels and Loyalty Program.

•  Develop customer segments and establish lifecycle strategies aligned with CLTV objectives.

•  Collaborate on the design, integration, and launch of the loyalty program to enhance customer engagement.

•  Support the setup and integration of robust customer reporting tools to inform decision-making.

•  Create, brief, and optimise a dynamic CRM message calendar, balancing promotional, educational, brand, and product communications. Partner with the brand team to ensure seamless operations and timely delivery to customers.

• Oversee onsite initiatives and contribute to paid strategies that drive customer acquisition and repeat purchases.

• Analyse customer data to report on and improve repeat purchase rates and customer lifetime value.

• Work with the product team to define the loyalty program's value proposition, manage initiatives, execute campaigns, and optimise solutions. Develop business cases to support customer perks and strategic initiatives.

Cross-functional Collaboration:

• Collaborate closely with brand marketing, operations, finance, and local teams to ensure eCommerce and CRM initiatives align with overall business objectives while addressing the needs of internal stakeholders.

• Coordinate with external partners, including development agencies and CRM support teams, to resolve integration issues and contribute to planning system enhancements.

• Provide timely insights and reporting support to the leadership team as needed.

E-commerce support with:

• Performance Marketing success using funnel metrics to help assess overall health, align spend with relevant trading peaks and support with looking at Paid Search and Paid Social Product strategies.

• Brand marketing on affiliate initiatives managing spend and platform in line with influencer and affiliate strategy.

• Monitoring core on and off-site KPIs and report and analyse trends and insights to use for reactive trading and supporting strategy plans.

• Day to day UX, customer flow and experience of the website, ensuring solid end to end QA is set up within the team.

Key Skills and Competencies:

•  Hands-on experience with Klaviyo.

•  Strong knowledge of CRM platforms (e.g., Salesforce, BI tool) and marketing automation tools.

•   Proficiency in digital marketing channels including email and paid campaigns.

•   Analytical mindset with experience in interpreting data and generating actionable insights.

•   Excellent organizational and project management skills with the ability to manage multiple campaigns simultaneously.

•  Creative thinker with a customer-centric approach to problem-solving.

•  Collaborative team player with proactive attitude and ability to take initiative.