CRM Executive

3 months ago

London, United Kingdom Nando’s Chickenland Limited Full time

Salary up to: Competitive

**About the role**:
Nando’s is on a journey to Create Lasting Happiness, making a difference to the lives of our people, our customers, and the communities we work in. Originally started in Johannesburg, South Africa, we pride ourselves on creating memorable experiences for everyone involved in Nando’s: from our employees, communities, founders, and suppliers, but most importantly, our customers.

**Key Responsibilities & Expectations**:

- Proactively explore opportunities to improve our CRM KPIs and bring insight and inspiration to the CRM team based on observation, best practice, and analysis of competitor activity
- Ideate, design and execute testing programs and strategies to optimise CRM KPIs such as frequency, revenue, open rate and click rate for your programs
- Own high priority projects, proactively driving them forwards with key stakeholders
- Liaise with others across the CRM & Loyalty team and beyond to ensure good air traffic control and clash management of our activity so we deliver customer centric, commercially successful activity.
- Present campaign plans, recommendations, and performance learnings to stakeholders in relevant forums, generating support and understanding around the business.
- Uphold excellent communication standards - ensuring all our communications are on brand, generating value, and providing a brilliant experience for our customers
- Report on effectiveness of activity using tools such as Iterable, Looker and Google Analytics, and provide recommendations for future activity
- Regularly identify trends from other competitors to glean insights on best practices and innovative ideas for communications
- Input into the development of our CRM strategy

**Key Stakeholders**:

- Loyalty and CRM Team
- Loyalty, CRM, and Nando’s ID Product teams
- Wider Customer Team (Digital, Brand communications, Customer Support, Data & Insights)
- 2+ years' experience in a CRM or a digital marketing role with an emphasis on engagement and optimisation
- Naturally organised and be able to manage several different projects at once
- Task orientated, comfortable working to tight deadlines and able to prioritise
- Fastidious about detail, with a good instinct for creative design
- A strong communicator and a great collaborator, able to build effective cross-functional relationships
- Interested in digital, loyalty and CRM and aware of emerging trends
- Highly numerate, comfortable working with data and interpreting it to draw conclusions and unlock insights to optimise performance
- Naturally calm under pressure
- A positive, team player - interested in people, empathetic and able to build relationships with a wide variety of stakeholders
- An opportunity to increase their CRM knowledge in a maturing team
- A culture with strong purpose & values, intent on contributing to / driving positive cultural and societal change
- A highly driven & ambitious environment with a heavy focus on personal growth & development

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