Senior Customer Engagement Manager
Bravissimo is an award-winning multi-channel retailer that provides lingerie, swimwear and clothing for women who are D-L cup. We have 29 shops in the UK and a well-established e-commerce and mail order operation which accounts for around half of the company’s turnover. Bravissimo has won many awards for its products, service, entrepreneurial approach and originality, and for the last 12 years we have been one of the Sunday Times 100 best companies to work for.
We want to inspire our customers to celebrate their boobs and feel good about themselves. We are passionate about doing the best for them and our relationship with them is unique and special. We laugh with them; we empathise with them and we aim to create an experience where they feel confident and amazing. Our marketing relationship is based on regular two-way communication and emotional connection with our extensive list of customers; this has resulted in almost all giving their details to us to maintain the relationship.
We have ambitious plans for the future and we are looking for an experienced Senior Customer Engagement Manager to join our team to develop and drive a fantastic experience for both our existing and new customers.
About the role
Reporting into the Marketing and Ecommerce Director, you’ll be responsible for the planning and delivery of our customer communications, campaigns and promotions to drive sales from existing customers and promote brand engagement and long-term customer loyalty. You will work closely with the Senior Trading and Optimisation manager to make decisions that will drive our marketing strategy through our digital and direct channels and create commercially effective seasonal marketing strategies and plans to encourage customer retention and re-engagement whilst also exploring routes to inspire new customer.
We are truly omnichannel and our magazine mailings are still an enormous driver of our sales. You will be responsible for the magazine from content through to delivery as well as any communication to our customers through direct mail, email and retail marketing. You will also be responsible for keeping our website engaging for our customers via content management and inspiring campaigns.
You will be a true protector of our brand, ensuring that Bravissimo’s brand is clearly and consistently portrayed in all touchpoints and communications, so that our customers really understand and feel our purpose, regardless of how or where they choose to engage with us.
Budgeting and analysis of data, activity and testing strategies will be a key part of the role and you will work closely with the Senior Trading and Optimisation Manager to use data to drive decisions that really allow us to engage with our customers. Our operation is unusual and complex and our data can sometimes be a bit of mathematical puzzle, so you will need to have the confidence to get to grips with the data and what it’s telling you.
You will lead the team to ensure that all of our messaging, visuals and tone of voice are consistently portrayed so we can make our customers smile, feel a sense of shared experience and deliver the message that big boobs are great!
We are looking for an individual who combines imagination and passion with a strong commercial focus. You will have a background in multi-channel retail or a similar customer facing business, with hands on experience of leading the development and delivery of direct customer marketing strategies. A good knowledge of offline marketing channels and experience with working on mail order magazines, CRM and a range of marketing agencies is important.
Bravissimo has a unique commercial model and many traditional marketing methods don’t necessarily always work for us, so you must be open minded and ready to embrace a challenge, taking on new ideas without being constrained by “how things should be done”. You will also need to have a good aptitude for numbers and analysis as this will make up an important part of the role.
Ideally, you will have some experience in managing a team and will have the ability to inspire, motivate and enthuse others to think commercially whilst always keeping our purpose and customer experience at the centre of all our decisions.
Whilst experience is very important to us, your understanding of our purpose and your learning agility is equally essential.