In less than a decade, ManoMano has become a key player in the home improvement and renovation sector.

Launched in 2013, ManoMano is the reference online marketplace for DIY, home improvement and gardening. Co-founded by Philippe de Chanville and Christian Raisson, ManoMano brings together the largest offer of DIY & gardening online products: electricity, plumbing, hardware, frames, indoor and outdoor furniture, tools, etc. With more than 5 000 seller partners and 11 million products, ManoMano currently employs 550 people and operates in 6 markets (France, Belgium, Spain, Italy, Germany, United Kingdom).

Motivated by the prospect of improving the living environment of their customers and convinced of the importance of the home market for sustainable consumption habits, the ManoMano teams want to help write a new page in their industry, which is struggling to reform itself. ManoMano brings to a highly technical world the power of its sector expertise, combined with that of data and digital in all its dimensions, to offer our customers easy access to innovative advice, products and services 100% online.

The ambition of the Founders and, above all, of Manas & Manos? To accompany this sector transformation with a strong culture of boldness, in an ingenious and frugal organization that places people and teams at the heart of the company's development.

Context

Within the B2C and B2B CRM team, you will be immersed in a position that is key to ManoMano's growth and drive Free BV: the Customer Retention. The CRM team's mission is to convert qualified visitors into profitable customers, our main objective being to maximize customers' lifetime value.

As the CRM Assistant, you will be responsible for building a strong relationship between ManoMano and its customers, by managing the creation and execution of campaigns across Email, SMS, App and WhatsApp for your specific country, with an impact-oriented, personalized and automated approach. You will play a key role in the execution and animation of our loyalty program, ManoClub, ensuring customer engagement, retention and long-term value creation.

Main missions

Loyalty Program Management - ManoClub:

• Execute and animate the CRM lifecycle of ManoClub, our loyalty program, across all communication channels

• Drive ManoClub member engagement through dedicated campaigns, exclusive offers and personalized communications

• Contribute to the evolution of ManoClub features and benefits to maximize member retention and lifetime value

Activation and Animation of our customers :

• Contribute to define your local market CRM communication strategy across our multiple-channels (email / SMS / web push / App push), with a "test and learn" approach, with a strong focus on loyalty and retention strategies

• Animate & activate our customers: schedule and manage multi-channel CRM campaigns in collaboration with other teams

• Optimize your audience strategy and test different channels, targets and content approaches to best engage our customers, particularly ManoClub members and retention-focused segments

• Participate in the development of the customer lifecycle by implementing new scenarios and optimizing and adapting existing paths, including ManoClub-specific journeys

Reporting / Analysis :

• Monitor and follow key performance indicators on your CRM initiatives and guarantee the reach of our targets on each marketing channel, including ManoClub-specific metrics (enrollment rate, active members, redemption rate, churn...)

• Reporting and feedback on CRM performances (Weekly, Monthly)

• Measure and monitor impact and effectiveness, drive recommendations for improvement

Project Management

• Lead and contribute to CRM and loyalty-related projects (new ManoClub features, retention initiatives, automation projects...)

• Collaborate cross-functionally with Product, Tech, and Business teams to deliver projects on time and with impact

• Benchmark on CRM practices/campaigns, particularly in loyalty program management

• Contribute to CRM tools & process optimizations

• Drive innovation and propose new retention and loyalty initiatives to strengthen customer relationships

Preferred experience

• From Business School / Marketing and Communication university

• 100% customer-oriented with a passion for loyalty and retention strategies

• Natural curiosity to measure, test, learn and iterate

• Comfortable with numbers/Excel

• Creative / Innovative / Good digital culture

• Project management mindset with ability to drive initiatives from ideation to execution

• Open-minded, team spirit and willing to learn

• Fluent French mandatory / Good level of English
  
  
  
  Apply now and join an exciting adventure ! ✨
  
  You are welcome to apply to ManoMano, regardless of your gender, religion, age, sexual orientation, ethnicity, disability.