CRM and Loyalty Manager

When FatFace approached us to find them a CRM and Loyalty Manager, we rose to the challenge. FatFace had an urgent need, with their previous CRM Manager having recently moved to a new company. This position was mission critical for FatFace, with recent success and record sales needing to be built on for future customer nurturing.

FatFace wanted a seasoned pro, with at least five years of relevant industry experience, both on strategy as-well as execution. It’s not easy to recruit a senior CRM pro who is willing and able to be hands-on until future hires can be made to build out the CRM team.

The process needed focus, candidates needed to be headhunted and truth be told, a candidate was offered the role but received a counteroffer – meaning we had to go back to the drawing board.

In the end, 17 candidates were sourced and submitted, from top fashion and lifestyle brands including Mr Porter, Ted Baker and more.

Being a remote role, location wasn’t the biggest challenge. This was about skill, culture fit and core beliefs aligned with FatFace’s ethos.
Candidate options were relatively limited, mostly due to the need for hitting the ground running and a strong background in the relevant industry.

We are delighted by the feedback from FatFace, who said:

“We needed a CRM specialist to map out our CRM strategy, as a key part of the ongoing digital-first strategy at FatFace. Working with a limited job spec, in a candidate shy market, Gavin and the team shortlisted a number of strong options and helped us put together a strategy to hire the right person whilst ensuring we kept within budget. Importantly helping us get someone through the door in time for the project start.”

It wasn’t so straight forward, but the focus was on quality and we were delighted to deliver on this requirement.