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CRM Manager

Overview

Due to continuing growth we are looking for a CRM Manager who will help shape our customer retention strategy. This is a Managerial position with responsibility for a team of four and a reporting line to the Operations Director.

The successful applicant will have significant experience of CRM platforms and strategy. Specifically, they will utilise their knowledge of creative design and data segmentation to build automated lifecycles including cross sell and up sell campaigns.

Reporting forms a big part of daily duties and the successful candidate will possess a deep understanding of retention KPIs and the underlying trends which influence results. They will utilise this insight to proactively take decisions which further optimise campaigns and performance.

As head of a department the CRM Manager will also ensure that all their team is producing work of a good quality. They will develop, coach and support their employees offering an experienced soundboard to share ideas and innovations.

 Responsibilities

  • Driving the strategy, development, and execution of CRM campaigns to optimize acquisition, retention, win-back, personalization, and promotional strategies.
  • Ensure accurate delivery of communications across multiple CRM channels; Email, SMS, Direct Mail and Push Messaging
  • Increase customer engagement by ensuring the right contact is sent to the right user at the right time.
  • Monitor, analyse and report on campaign performance. Using insights gained to optimise performance.
  • Creation, execution and analysis of A/B split test plans
  • Work closely with multiple departments to ensure the communications are correctly briefed, look professional and executed on time.
  • Set up new clients according to their requirements or agreed strategy. Meet client SLAs.
  • Manage the customer databases to ensure that GDPR compliance requirements are adhered to.
  • Lead by example through knowledge and hard work. Inspire and energise the team

Skills

  • Minimum of 3 years’ experience in Email Marketing or similar
  • Prior Managerial experience
  • Experienced in HTML
  • Adaptability with excellent organisational skills and good attention to detail
  • Clear understanding of the principles of customer retention
  • Good grammar
  • Results-driven and commercially savvy
  • Self-motivated, ambitious and able to take initiative
  • Ability to work under pressure and to tight deadlines.

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