Us CRM Lead

2 weeks ago

London, United Kingdom Unbiased Full time

**About Unbiased**

We are Unbiased. We know that creating a secure future for you and your family tomorrow means making the right financial decisions today. But finding professionals you can trust to give you the right advice for you isn’t always easy. With Unbiased it is.

At Unbiased we’ve got the trusted experience and advice you need to help you make those difficult decisions with confidence. We simply and reliably connect you with financial advisers, mortgage brokers or accountants who can give you clear, impartial advice, tailored to your individual circumstances. So, when it comes to making life’s biggest decisions, you’re never on your own.

We have big ambitions to improve how people tackle the biggest decisions, and working at Unbiased means working with smart, motivated people who believe in this. We have a fun, but in an ambitious environment where we are simply trusted to get stuff done.

**The Role**

We are looking for a commercially minded CRM leader who thrives in delivering results in a fast-paced environment. This role will suit someone who is an all-rounder who has worked in a small to medium-sized company and managed CRM end-to-end.

You will oversee our US CRM functions and build the business’s overall consumer and customer management capability to provide a high level of service and excellent experience and data capture across all key touchpoints across the business.

You will have experience in maximising customer and consumer acquisition and retention to enable the business to achieve its base targets and its financial goals. You will be responsible for formulating CRM strategies and programs/campaigns and ensuring they stay aligned with the business’s overall objectives.

You will be tasked with structuring those strategies and campaigns against allocated budgets and playing a leading role in the CRM departmental budgetary allocations.

**In a nutshell, you’ll be responsible for**
- Establishing a regional CRM programme to improve both recommendation and retention for B2C
- Delivering CRM programmes and campaigns, including segmentation of consumer groups and multi-variate testing of campaigns
- Leading the data collection on customer and consumer insights with the purpose of ensuring that there is consistency in data-driven decision-making and strategy formulation within the CRM team, campaigns and programs.
- Using customer insight and business data to create triggers in customer lifecycles to drive up engagement/usage/accept rate
- Determining the scope of support necessary from other departments, such as Product and Tech, in order to support US CRM programs and follow up on establishing those relationships.
- Developing functional KPIs to track the performance of growth initiatives and CRM campaigns over time.
- Working collaboratively with the product team and IT teams to get to the best answers, quickly.
- Working alongside the marketing team and your UK CRM counterpart to better use data reducing acquisition costs
- Build customer journey’s leveraging CRM expertise for Marketing managers outbound nurture campaigns ensuring audiences are appropriately targeted to support campaign objectives
- Embedding CRM in the overall business communicating its value to all teams in delivering overall business targets.

**To succeed,** you’ll need **
- Strong CRM experience from digital, e-commerce, SaaS/subscription companies.
- Significant experience 5 years+ in designing and developing CRM plans and campaigns
- Strong analytical skills and technical knowledge of data management, together with creative flair to deliver communications which drive loyalty to the business
- Experience measuring, monitoring and tracking KPI’s for CRM performance
- Understanding of payment/transactional triggers - including the system notifications and payment communications required
- **Core skills**:

- Proficient in Microsoft Office Suite, specifically Excel and PowerPoint
- Technical aptitude and ability to learn software programs e.g. Looker
- Experience working with and getting stuck into CRM tools immediately - Sailthru is a plus

**Our Shared Values...**

**At Unbiased we have set of values that underpin the work that we do, we hope **you’ll share these too
- **Be relentless about progress** - working at pace to solve problems, navigate around blockers and prioritising company OKR’s.
- **Own it and get it done** - taking ownership of your projects, involving the right people at the right time and making meaningful contributions.
- **Share and seek input** - proactive in seeking and acting upon feedback. Being open, sharing knowledge and proactively communicating.
- **Enjoy the journey** - Ensuring cross-team collaboration and proactively celebrating achievements of your peers

**How **we’ll take care of you:
- **Brilliant Pension Contributions**: We go above and beyond when it comes to helping you to save for your future.
- **Investment in your Development**: Alongside in-

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