Senior CRM Manager

Our client are a fast growth business.

They are now looking to recruit a talented, commercial & innovative Senior CRM Manager to help take the business onto the next stage of its growth ambitions.

PURPOSE OF THE ROLE

Reporting to the Head of Marketing, the Senior CRM Manager will create, implement and oversee the CRM strategy within a dynamic and growing business. Responsible for the CRM programme for the business, you’ll be focused on retaining and growing the existing customer base, utilising all communications channels - across transactional, Service and pro-active contacts.

This is a great opportunity for someone wanting to advance their career in CRM, the vision for the business is that the right candidate would come in as a Senior CRM Manager, but would advance into the Head of CRM in the next 12-18 months.

MAIN DUTIES & RESPONSIBILITIES

Reporting to the Head of Marketing, you will:

• Lead your CRM team, as well as the wider Marketing and Customer Service teams to implement and facilitate the CRM strategy and plan in line with overall business goals
• Owning and developing the CRM strategy that effectively converts registered users to customers, welcomes new prospects, reactivates lapsed customers, prevents churn and drives repeat purchase from previous bookers
• Gather strategic insights to inform CRM strategy in terms of campaign generation and existing campaign improvement
• Analyse existing customer behaviours and identify key customer moments when CRM communications should be executed
• Overseeing the delivery and ongoing development of all lifecycle campaigns including: segmentation, transactional emails, upsell, welcome re-activation and re-engagement programs, and customer service emails.
• Lead your team to develop engaging, impactful, and personalised campaigns that drive retention and loyalty to meet commercial objectives
• Promote key strategic business priorities to customers such as account creation, driving pre-pay and additional cover.
• Raise the profile of CRM success within the business through effective reporting and insight
• Manage the relationship with the ESP, guiding any future tender process where applicable
• End to end responsibility of lifecycle campaigns including; segmentation, welcome and re-engagement programs.
• Manage and coordinate large scale CRM led business initiatives.

KNOWLEDGE & EXPERIENCE

• Minimum 5 years CRM experience.
• Proven track record in delivering CRM strategy
• Proven success in managing complex, personalised, segmented CRM campaigns in a retail or similar business.
• Experience in process management and development
• In-depth working knowledge of utilising ESP
• Team mgt experience
• Strong data driven mindset

ABILITIES / PERSONALITY

• Commercially astute and results driven
• A passionate, self-starter, uses initiative and problem solver
• Work to tight deadlines with a can-do attitude
• Willingness to go beyond the call of duty to get the job done
• Strong communicator internal / external
• A passion for innovation within the Ecommerce and CRM space
• Thorough and meticulous with extreme attention to detail.
• Strong analytical skills with ability to spot trends and opportunities in data
• Building strong relationships with wider teams - proactive team player
• Creative thinker with innovative ideas
• Forward planner and highly organised
• Ability to perform in fast paced, empowered environment

Excellent package on offer