CRM Department Manager

Bringing that feel-good energy.

We're the newest face amongst the E.ON group of companies. E.ON Next is all about creating a sustainable future, now. We're moving our energy in the right direction, one little big step at a time. Join us in our mission to bring feel-good energy.

We’re also here to make this whole energy thing way easier for our customers. Like, really easy. That means providing exceptional service and using state-of-the-art tech to do it.

Are you an experienced CRM marketer enthusiastic to join a sustainability-minded brand? Full of ideas and passion? Are you comfortable with a great deal of freedom to pursue opportunities far and wide? Love fast-paced environment? Then E.ON Next is right for you.

We are looking for an experienced CRM department Manager to build a CRM function within the marketing team. You’ll be reporting into the Brand and Marketing Manager and take charge of a team of over 15, structured across customer engagement, smart meter and commercial pillars. The team handles customer communications across a variety of channels ranging from DM, email, SMS and own channels for our residential and SME customer base of five million across both EON Next and Sainsbury’s Energy brands. 

You’ll define and implement CRM strategy in line with a variety of business goals such as home energy tech cross-sell, customer contract renewal to smart meter booking or telephony demand reduction, translating business goals into CRM KPIs and initiatives. Using your data background, you’ll take the lead in implementing persona-specific communications, define an always-on a/b testing regimen and establish dynamic reporting and optimisations. You’ll oversee the communications calendar across both commercial and engagement pillars and ensure best practice is adhered to in communications implementation. Thanks to your strategic expertise, you’ll proactively identify areas of synergies and cross-pollination across campaigns.

You’ll focus on driving CRM initiatives such as uplifting customer marketing consent, customer journey mapping, minimising customer email unsubscribes and defining optimal channel engagement culminating in the creation of a CRM toolkit and campaign automation.

You’ll have freedom in establishing the CRM function and be required to proactively identify gaps to fill to create a lasting foundation. You’ll be responsible for managing vendors and handling budget to fulfil annual customer communications quotas. You’ll be empowering a team of CRM campaign managers and in-life communications editors, taking charge of their career progression and performance. Your ability to operate in a high-pressure environment and uncertain marketing means you’re able to re-prioritise and handle multiple topics simultaneously. 

Here’s a taste of what you’ll be doing

• Own and manage the planning and implementation of customer Communications across email, DM and SMS in line with business objectives 

• Maintain a strong rapport to all functions to understand business priorities and targets at all times. Manage stakeholders to align on priorities, strategy and performance.

• Translate business objectives into trackable CRM KPIs 

• Centralise the CRM calendar and drive prioritisation conversations across the business and with the campaign team

• Oversee campaign team to optimise planning and performance, ensure learnings are shared across the team

• Work closely with digital and data teams to implement campaign journeys and tracking

• Ensure the continuous development of customer segmentation and targeting. Develop a strong understanding of our customer needs and profile, identifying relevant insights and research opportunities when those are lacking

• Drive a customer-first approach, from selecting the right channel to identifying the right message/tone

• Develop the Marketing and Creative teams’ acumen for effective customer Communications by regularly sharing best practice

• Develop a CRM strategy playbook 

• Drive performance by developing an ongoing A/B testing approach

• Optimise our customer consent levels through tactical initiatives 

• Help implement consistency in brand messaging

• Ability to turn data into actionable insights 

• Strong project management including timing plans writing 

• Well-versed in campaign PCA and reporting, leveraging data to gain insight for optimisation

• Supporting Marketing integration across paid-media through timely information sharing and alignment

• Champion adequate training and tooling towards greater editorial control and tracking

• Drive comms automation to reduce manual communications

• Develop communications analysis and optimisation plan 

Are we a match?

We’re looking for a candidate with the following experience and skills