Nicky Lomax is a super star CRM leader–most recently spending 4 and a half months at global fashion retailer Ted Baker as Head of CRM to build and train the new team, fix the CRM tech stack and database, launch SMS, cut costs, and put in place a killer strategy for 2024.

Hit PLAY to hear:

The importance of CRM in eCommerce
How to start building your CRM strategy
Going about doing a CRM audit
Why negotiation is an crucial CRM skill
The role of the team and leadership in CRM

Key timestamps to dive straight in:

[03:32] Nicky’s eCommerce journey.

[07:36] Cost per acquisition is going up; focus on retaining existing customers.

[09:05] Get into SMS and get your strategy right.

[14:03] Assess strategy, reporting, team, tech, and delivery.

[16:13] Optimising supplier relationships to maximize budget efficiency.

[19:20] Team collaboration and involvement in decision-making crucial.

[20:52] Nicky’s Top Tips!

Full episode notes here: https://ecmp.info/489

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Fashion! CRM Marketing and Customer Retention with Ted Baker’s Nicky Lomax 34:27 Share

eCommerce MasterPlan

Shownotes Transcript

Fashion! CRM Marketing and Customer Retention with Ted Baker’s Nicky Lomax