Halfords

Group CRM Executive

About us

At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. As a specialist retailer, we lead the market through customer-driven innovation and a distinct product range. We are dedicated to providing our customers with an integrated, unique, and convenient service experience—from e-bike and electric vehicle servicing to on-demand solutions. Our commitment is to foster customer loyalty by offering compelling reasons to keep coming back to our stores, ensuring a lifetime of motoring and cycling enjoyment.

The teams at our Redditch Support Centre work with every other area of our business, putting them at the heart of the action and playing a key role in our success and growth. Everyone brings their individual knowledge and experience to work every day, working as one team to keep things moving smoothly.

If you’re willing to get stuck in, you’ll love it here too. So put yourself at the heart of a dynamic, fast-paced working environment where expertise and focus take people far.

The role

As a Group CRM Executive you are passionate about creating engaging campaigns with a real focus on personalisation and engagement. You relish the opportunity to collaborate with your peers and stakeholders, bringing a highly organised and focused mindset to work on multiple consecutive campaigns.

You’ll be proactive and curious, working closely with our data to optimise personalisation and find more ways to increase engagement and improve processes.  

To you, it’s the opportunity to work as part of a successful and established team, in a role that offers variety, creativity and great personal and professional development pathways where your success is rewarded.

Key responsibilities

• Assist in the creation of all communications across email, SMS & direct mail, working closely with the wider CRM team and working closely with the Digital, Category, Loyalty and Marketing teams.
• Working closely with the CRM Manager, design and build campaigns from initial concept through to execution.
• Optimise and develop our Loyalty communications using personalisation techniques to drive member behaviour
• Use latest innovation and technology to create dynamic and highly personalised campaigns efficiently, plus test and learn to ensure campaigns drive the desired results.
• Use segmentation techniques to select audiences to target emails to the right customers, ensuring that customers receive appropriate levels of contact.
• Carry out multi-variant testing.
• Audit data to ensure customer behaviour is being targeted appropriately, inbox deliverability is maximised and return on investment is optimised.
• Constantly review email performance, at weekly, periodic, and total campaign levels to advise the business on CRM performance and provide fact-based recommendations.
• Ensure CRM is executed seamlessly across all channels and be a champion of brand guidelines and tone of voice.
• Work with the creative agency to ensure emails are optimised for accessibility and they convey messages in an engaging and relevant manner within the Halfords brand guidelines.
• Set up, review and proof email campaigns using a campaign management tool & email marketing platform.
• Carry out competitor reviews to establish best in class email & CRM activity.
• Assist in the development of the Group CRM overall plan.
• Become a super-user on all Halfords CRM systems.
• Assist with the wider CRM programme as and when required.

About you

• Degree educated with a numerate background.
• Experience working in a similar CRM/Email Marketing role - retail or services background an advantage but not essential as full training will be provided.
• Good knowledge and hands on experience with ‘Email Service Providers’ - Cheetah Digital/Marigold Marketing Suite an advantage.
• Experience building multi-channel CRM campaigns.
• Obsessive attention to detail and takes responsibility for the accuracy of their work.
• Excellent numeracy skills, with strong analytical capabilities. Strong data mindset and inclination towards fact-based decisions. Hands on experience defining and selecting customer audiences an advantage.
• Confident individual with excellent communication and copywriting skills.
• Excellent organisational skills with ability to operate on a wide range of topics and projects at one time.
• Enjoys working at pace in a fast moving and constantly changing environment.
• Strong problem-solving skills.
• Passion for customer and constantly curious, obsessed with delivering the right message at the right time and with the right content.
• Can-do attitude and the determination to achieve results.
• Productive team member, collaborating effectively with all teams and at all levels of the organisation, who can see how CRM operates within a broader marketing and overall business strategy.

Reward & benefits

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, pension, life assurance, 25 days annual leave plus bank holidays and enhanced family leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
• We offer hybrid working with a blend of working in our Support Centre and from home.  
• You will have access to a wealth of employee discounts across the Halfords suite of products and services.
• Wellbeing and inclusion are at the heart of our colleague experience. We offer resources and ongoing support to enhance your wellbeing at work and active Colleague Networks supporting inclusion initiatives across Halfords.

Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.

At Halfords, we operate a hybrid working policy with 3 days on site at our Support Centre in Redditch, Worcestershire.