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Customer Engagement Manager

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Date: 14-Mar-2019

Location: Watford, Greater London, GB

Company: TJX Companies, Inc.

Variety and Challenge. Growth and Opportunity.

In the retail business, we move fast. We’re always adapting, evolving and innovating. And the fast pace brings variety and challenge, along with continued growth and opportunity.

Welcome to TJX, a Fortune 100 company and the world’s leading off-price retailer of clothing and homeware worldwide. Our retail chains include TK Maxx in the United Kingdom, Ireland, Germany, Poland, Austria and the Netherlands, as well as HomeSense and in the United Kingdom; TK Maxx in Australia; TJ Maxx, Marshalls, HomeGoods, Sierra Trading Post and Homesense, as well as and in the United States; and Winners, HomeSense and Marshalls in Canada. In 2018, TJX had over $35 billion in sales, more than 4000 shops and 249,000 Associates. As a retailer committed to growth, success is always in style at TJX!

The Customer Engagement Manager will develop our customer contact strategy to increase customer lifetime value across all European markets.

This includes developing unique omnichannel email programmes for both the TK Maxx and Homesense brands across Europe.


Main responsibilities will be:


  • Drive ecommerce sales growth through the development and execution of robust customer welcome and retention programmes which will include successfully developing personalised campaigns based on customer level data.
  • Collaborate cross functionally, for example with our online conversion, creative, loyalty, social and PR teams to ensure objectives are aligned with overall business and campaign objectives. Manage relationships with external CRM suppliers including contract, budget and service level management.
  • Measurement, reporting and optimisation of all CRM activities.
  • Operate as a subject matter expert who is responsible to identifying new innovative opportunities and industry leading CRM strategies.
  • Identify new opportunities for customer data acquisition across both TK Maxx and Homesense brands through innovative initiatives in particular utilising social and mobile strategies.   
  • Day to day line management of a growing team.


Key Skills, Knowledge & Experience


  • Previous experience in either marketing, customer experience design or CRM consulting, ideally within a market leading retail business with significant ecommerce operations.#
  • Leadership, budget and marketing campaign management experience.
  • Good understanding of how to use technology and data to improve the effectiveness of CRM campaigns
  • Experience of driving eCRM, excellent analytical skills with in depth knowledge of measuring email campaigns.
  • Experience using Google Analytics and IBM Marketing cloud will be an advantage.
  • Track record in creating and delivering email programmes that increase revenue and improve customer retention.
  • Experience in managing third party agencies to deliver results, as well as excellent relationship and influencing skills.


What's In It For You?

As proud as we are of our past success, it’s our future that excites us most. We strive to provide opportunities for growth, recognition and a competitive salary and benefits package. Share our determination to think bolder and bigger, and be part of our future. Apply now.

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