Customer Relationship Management Lead

3 weeks ago

London, Greater London, United Kingdom McDonald's Full time

Contract Overview:

This role is a 9-month fixed-term position, with a hybrid working model involving three days in the office and two days remote.

Role Summary:

Reporting to the Senior CRM Manager, you will be instrumental in developing and executing the CRM strategy aimed at maximizing value from our expanding customer base. We are dedicated to crafting impactful communications for our audience, and you will share this passion, leading the team in planning and executing campaigns across email and push notification channels.

Our commitment to fostering personalized relationships with customers through seamless digital experiences and intelligent data utilization has driven significant growth in our digital business over the past two years. We have ambitious plans to continue this trajectory and meet customer expectations moving forward.

Key Responsibilities:

  • Oversee and manage the CRM communications strategy across email and push notifications, focusing on both business and marketing calendar-driven communications as well as data-driven lifecycle communications.
  • Lead a team of CRM Campaign Executives, ensuring the successful execution of the end-to-end campaign process, from briefing objectives to final quality assurance.
  • Prioritize and implement new data-driven lifecycle campaigns while optimizing existing ones through testing.
  • Provide strategic direction to the CRM agency for all campaign activities and projects.
  • Act as the authority on brand principles and goals, ensuring these are effectively integrated into CRM communications.
  • Collaborate with the team and agency to maintain a customer-first approach in CRM communication planning.
  • Proactively monitor campaign performance to extract insights and drive optimizations.
  • Manage the reporting of all campaign KPIs in collaboration with the agency to ensure targets are met and momentum is sustained.
  • Contribute to shaping and delivering the CRM strategy, leveraging new technologies and capabilities as they become available.
  • Build and nurture strong relationships with stakeholders across various departments to achieve optimal outcomes.
  • This position offers an excellent opportunity for professional growth, with evolving responsibilities as the individual develops.

Team Dynamics:

You will be part of the CRM team, collaborating closely with the broader digital and marketing teams.

Qualifications:

  • Bachelor's degree in a relevant field.
  • Proven experience in managing CRM communications delivery.
  • Strong grasp of customer lifecycle principles with a track record of enhancing customer loyalty through effective lifecycle campaigns.
  • Experience in motivating and managing a team to achieve results efficiently.
  • Exceptional organizational skills and attention to detail to ensure a seamless customer experience.
  • A proactive self-starter with a strong inclination for action and improvement in projects and campaigns.
  • Experience in CRM reporting and analytics, with the ability to derive insights to inform campaign strategies.

Preferred Qualifications:

  • Previous experience in a CRM Manager role.
  • Familiarity with managing a CRM campaign tool.
  • Experience with loyalty programs.
  • Knowledge of utilizing first-party data for paid media.

Company Commitment:

At McDonald's, we prioritize people from all walks of life. Our commitment to diversity and inclusion ensures that everyone can be their authentic selves, enhancing our ability to serve our customers effectively. We take pride in our heritage of diversity and representation within our communities.

We stand firmly against inequality, injustice, and discrimination of any kind, recognizing our responsibility as a prominent employer to actively engage in our communities, fostering skills and aspirations that empower individuals in their professional journeys.

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