Posted: 8 Jun 2018

Deadline: 31 Jul 2018

Location: Baltimore, Maryland

The AME CRM & Email Marketing Manager will be supporting our markets in optimizing their CRM activities, including email campaigns, lead generation, personalization and loyalty. This person will also be a stakeholder in shaping the future strategy of CRM for the AME Region and at a Global level.The CRM Manager is a data-driven, highly skilled CRM and email marketing manager.  The main responsibilities will be supporting our markets on CRM activities and to enhance our performance for all aspects. The ideal candidate will have combined objectives to support both the online sales on the PANDORA eSTORE, while also driving footfall and revenue in concept stores.  In addition, it will be important to test, share best practices and improve our email communication based upon data. The ideal candidate is curios, confident and sufficiently knowledgeable to work closely with the Global CRM Team to input into Global Strategy. This role is extremely fast paced and so a highly organized and self-motivated individual is essential. PANDORA employees must demonstrate the ability to apply the core values of pride, passion and performance to their position.  They are expected to use the values to help the business reach its vision, in accordance with the digital marketing strategy.

Essential Functions: 
• Create and followup on development plans for each market
• Be the expert on Adobe campaign and provide operational support and training where needed
• Builds and maintains successful relationships across all other marketing departments, in addition to AME region and global CRM and IT teams
• Acts as the first point-of-call for the third parties and CRM agencies on all operational topics
• Take project lead and support markets on cross functional projects
• Gather technical and strategic needs from our markets
• Act as a stakeholder and help Global prioritize the development backlog 
Email Marketing: 
• Responsible for the email marketing calendar, aligning with other departments including brand, retail, VM and obtaining sign-off from the Head of Marketing
• Leads the design, copy-writing, creative briefing and approval of all email communications with the Graphics team, gaining final approval from Head of Marketing on all creative and copy
• Uploads images, build and test emails in Adobe Campaign Manager (CRM tool) managing the end-to-end process, including email broadcast and data workflow 
• Responsible for developing a robust email testing strategy, to include tests across all aspects, including creative, copy, segmentation, product and messaging
• Leads CRM strategy for activation launches•
Concept Store CRM Support: 
• Works alongside Marketing team to support with store-level email marketing, including localised event invites
• Responds quickly to local needs to drive footfall after weekly trade meeting – constantly considers how to use the email channel to drive commercial objectives
Loyalty Initiatives:
• Responsible for any loyalty driving initiatives including customer competitions, partnerships and giveaways. 
• Works closely with PANDORA global CRM to devise a relevant and commercially focussed loyalty programme
Transactional and Program Emails
• Day-to-day management of transactional and flow emails to ensure all copy and creative is up to date with latest drops
• Responsible for the email programme strategy, from data analysis through to creative concepts and reporting and optimisation, working closely with global CRM and IT
• Develop campaign/email calendar to activate and reach consumer target
Customer Analysis
• Manages customer insight projects to steer CRM strategy and support the wider marketing team
• Works closely with the wider team to represent CRM at the PANDORA 
• Build audiences in partnership with Analytics team and Global Data Scientist
• Set Regional KPIs and track performance; create and share quarterly reports with markets, Region and Global
• Act as center of excellence, supporting and being proactive in improving our CRM activities
• Responsible for weekly reporting and measurement of each email, including both Adobe Campaign and Adobe Analytics data
• Uses insight to devise an optimisation and testing strategy for email channel

Educational Background: BA/BS 

Field of Study: Bachelor's degree in business, science, or engineering.

Experience: 3-5 yrs.   

Industry: Retail, Affordable Luxury, Consumer Goods, Beauty. (omni-channel retail experience required) 

Personal Competencies:
• Educated to degree level
• Minimum four years’ experience in a CRM / email marketing role
• Expert in Adobe Campaign Manager; Capable of driving audience segmentation 
• Accustomed to working with many stakeholders
• Excellent communication skills, both written and verbal
• Experience writing copy for digital channels, with an excellent grasp of English language and grammar
• Highly organized, with an ability to work to deadlines, and to plan and prioritize short and long-term tasks effectively
• A good standard of computer literacy including the use of all Microsoft Office programs 
• The ability to work independently and as part of a larger team
• Enthusiasm, positive approach, energy and passion for CRM
• Results focused, commercial mindset and commitment to continual optimization
• Must be organized, detail-oriented with unprompted follow through. 
• Exceptional interpersonal skills

Computer Skills: Proficient in Microsoft Office: Excel, Word, PowerPoint, Outlook. 

Other Skills: Expert in Adobe Campaign Manager; Capable of driving audience segmentation 

Travel Required: Travel is required

If you are interested in this position, please send your resume to

PANDORA designs, manufactures and markets hand-finished and contemporary jewellery made from high-quality materials at affordable prices. PANDORA jewellery is sold in more than 100 countries on six continents through around 7,700 points of sale, including more than 2,400 concept stores.
Founded in 1982 and headquartered in Copenhagen, Denmark, PANDORA employs around 25,300 people worldwide of whom more than 13,000 are located in Thailand, where the Company manufactures its jewellery. PANDORA is publicly listed on the Nasdaq Copenhagen stock exchange in Denmark. In 2017, PANDORA’s total revenue was DKK 22.8 billion (approximately EUR 3.1 billion).
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