Senior Ecommerce & CRM Consultant

Job Overview:
We are seeking an experienced and data-driven eCommerce and CRM Manager to lead and
optimize our clients digital sales channels and customer relationship management strategies.
This role is crucial to driving growth, enhancing customer experiences, and increasing revenue through effective online engagement and personalized customer journeys.
You will be responsible for managing eCommerce platforms, implementing CRM strategies, and ensuring seamless integration between marketing and ecommerce.
The ideal candidate will be able to deliver eCommerce and CRM projects and provide strategic consultancy to our clients.

Key Responsibilities:
eCommerce Management:
● Oversee the day-to-day management of the clients eCommerce website, including
product listings, pricing, promotions, content updates and ecommerce operations.
● Implement and optimise conversion rate strategies (CRO) to improve customer
experience and increase sales.
● Analyse and report on website performance, using analytics to make data-driven
decisions that enhance user experience and revenue growth.
● Collaborate with marketing to ensure cohesive brand messaging and smooth user
journeys across all digital touchpoints.
● Manage third-party vendor relationships related to eCommerce (developers, designers, logistics, etc.).

CRM Management:
● Lead CRM project implementation and execution
● Provide consultancy on CRM strategies and best practices
● Integrate CRM with other business systems
● Ensure data integrity and quality in CRM processes
● Develop and execute CRM strategies to improve customer acquisition, retention, and lifetime value.
● Design and implement personalised customer journeys and loyalty programs using CRM
tools and marketing automation platforms (e.g., Klayvio, Mailchimp, Dot Digital or similar).
● Lead segmentation, targeting, and personalisation efforts for email marketing and other
direct marketing campaigns.

● Monitor and evaluate the effectiveness of CRM campaigns and provide insights for continuous improvement.
● Align CRM processes with lead generation, nurturing, and customer support workflows.
 

Data & Analytics:
● Track and analyse KPIs for both eCommerce and CRM efforts, providing regular reporting and actionable insights.
● Use A/B testing to experiment and refine marketing messages, customer journeys, and site performance.
● Manage data hygiene and ensure compliance with data protection regulations (e.g., GDPR, CCPA).

Customer Experience & Growth:
● Champion customer experience throughout the buyer’s journey, from acquisition to post- purchase engagement.
● Proactively seek opportunities to enhance customer satisfaction, reduce churn, and increase repeat purchases.
● Lead initiatives to expand eCommerce capabilities, such as new payment options, international shipping, or subscriptions.
 

Key Skills and Qualifications:
● Bachelor's degree in Marketing, Business, or a related field.
● Proven experience (5+ years) in eCommerce and CRM management, ideally within a retail or direct-to-consumer environment.
● Expert knowledge of eCommerce platforms (e.g., Shopify, Magento)
● Certifications in CRM systems (e.g., Klayvio, Mail Chimp, Dot Digital).
● Proficiency in Google Analytics.
● Advanced data analysis and integration skills.
● Strong project management skills and the ability to work cross-functionally with teams.
● Excellent strategic thinking and client relationship management skills.
● Excellent communication skills and a strategic mindset, with the ability to drive results through data-driven decision-making.
● Familiarity with SEO, SEM, and digital marketing best practices.
● Familiarity with APIs and system integrations.

KPIs:
● Successful project completion
● Client satisfaction and feedback
● Number of retained clients
● Client value year-on-year increase
● Quality of detailed monthly/QBR reports and actionable insights provided
● Number of new business opportunities identified
● Success in developing partnerships