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CRM and Loyalty Marketing Specialist

2 months ago

London, Greater London, United Kingdom FirstGroup Full time
About the Role

We are seeking a proactive and driven Loyalty and CRM Marketing Executive to join our Sales and Marketing team at FirstGroup. As a key member of our team, you will play a crucial role in executing our loyalty and CRM marketing strategy, supporting customer retention, inspiring travel across our network, and enhancing the customer experience throughout their journey.

Key Responsibilities
  • Support the Senior Loyalty and CRM Manager in managing the overall programme and the delivery of supporting strategic and tactical customer communications.
  • Work with the Senior Loyalty and CRM Manager to handle daily agency relationships from creative (media, Loyalty/CRM, data targeting) to maximise ROI and grow the database.
  • Help develop campaign business cases, collaborating with the data analytics and revenue insight team.
  • Write Loyalty and CRM briefs for the agency, supporting the overall Loyalty and CRM strategy.
  • Build day-to-day relationships with Regional Marketing Managers, External Communications, Revenue, Loyalty, Social Media, Customer Experience, Retail, and Digital departments.
  • Prepare content for CRM campaigns and work with the agency to develop collateral. Engage internal stakeholders, such as Operations and Legal, to ensure the correct support.
  • Liaise with the agency to ensure data selection and validation, and manage the print, broadcast, and production cycles.
  • Work with the Senior Loyalty and CRM Manager to develop the correct evaluation metrics for all campaign activity.
  • Track all Loyalty and CRM campaign reporting, including preparing internal reports with findings and recommendations.
Requirements
  • Knowledgeable in transport, tourism, and leisure marketing.
  • Proficient in Excel, Word, and PowerPoint, with experience in marketing and brand management.
  • Proactive and innovative, challenging the status quo and pursuing growth opportunities.
  • An effective communicator, with strong written and verbal skills, capable of presenting and producing high-quality reports and analysis.
  • Skilled at managing change, positively influencing colleagues, and providing coaching when needed.
  • A collaborative team player, capable of leading teams to achieve objectives and manage projects.
  • Responsible, with a good understanding of risk management.
  • Detail-oriented, with a strong focus on quality and accuracy.
  • Experienced in budget management.
  • A marketing background with experience in managing brands, campaigns, and CRM.
  • A proven track record of commercial success, maximising brand strength and value.
  • Strong team management experience, with the ability to confidently lead a new team and take accountability for departmental performance.
About FirstGroup

FirstGroup is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We have some of the newest trains in the country and exciting plans to extend our services. We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers. Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and fun.

This role is based at The Point in Paddington, with some flexible/home working possible. Monday to Friday, 37 hours per week. Travel to various locations on and off our network may be required on an ad hoc basis.

We value our differences such as age, gender, LGBTQIA, ethnicity, religion and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent. We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive. We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please follow the links below.