Senior CRM Manager
3 weeks ago
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, you’ll be focused on retaining and growing our existing customer base,utilising all communications channels - across transactional, Service and pro-active contacts.
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
- 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 our 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 ideally in retail or similar business
- 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
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