Customer Relationship Management Lead

4 weeks ago

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

Contract Type: 9 Month fixed term contract, with a hybrid working model.

In this pivotal role, you will collaborate closely with our Senior CRM Manager to shape and execute the CRM strategy, focusing on maximizing value from our expanding customer base. We are dedicated to crafting impactful communications for our audience, and we seek someone who shares this passion and is eager to oversee the planning and execution of campaigns across both email and push notification channels.

Our commitment to enhancing personalized customer relationships through innovative digital experiences and strategic data utilization has been a key focus. With significant growth in our digital operations over the past two years, we are poised to further accelerate this momentum and meet customer expectations.

As the owner of our CRM communications plan, you will manage diverse communication outputs, including calendar-driven initiatives, customer lifecycle triggers, and contextual messaging that fosters engagement and drives purchases. Our team is motivated by the goal of achieving commercial success through insightful customer communications, and we embrace a culture of continuous testing and learning. You will be expected to plan strategically based on insights while remaining adaptable to commercial challenges and customer opportunities.

This role encompasses the entire campaign process, from conception to execution, ensuring that our communications resonate positively with our customers. You will work in close partnership with various internal teams (such as Marketing, Legal, Technology, and Communications) and our esteemed CRM agency. Ultimately, your efforts will translate into actionable strategies and tangible business outcomes.

As a CRM expert with a strong digital focus, you will leverage insights to enhance the effectiveness of our CRM communications and data utilization. This is a high-profile position within the digital transformation of one of the world's most recognized brands, offering a dynamic work environment where CRM and digital initiatives are prioritized as essential drivers of future growth.

Key Responsibilities:

  • Oversee and manage CRM communications across email and push notification channels, including both business-driven and data-driven lifecycle communications.
  • Lead a team of CRM Campaign Executives, ensuring the successful execution of the end-to-end campaign process, from briefing to quality assurance.
  • Prioritize and implement new data-driven lifecycle campaigns while optimizing existing initiatives.
  • Provide strategic direction to the CRM agency for all campaign activities and projects.
  • Serve as the authority on brand principles and ensure their application in CRM communications.
  • Collaborate with the team and agency to maintain a customer-centric approach to CRM planning.
  • Proactively analyze campaign performance to derive insights and inform optimizations.
  • Manage the reporting of campaign KPIs in collaboration with the agency to ensure targets are met and momentum is sustained.
  • Contribute to the development of the CRM strategy, leveraging new technologies and capabilities.
  • Build and nurture strong relationships with stakeholders across departments to achieve optimal outcomes.
  • This role presents an excellent opportunity for professional growth, with evolving responsibilities as the individual develops.

Team Overview:

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

Qualifications:

  • A degree in a relevant field.
  • Proven experience in managing CRM communications.
  • Strong understanding of customer lifecycle principles and a track record of enhancing customer loyalty through effective lifecycle campaigns.
  • Experience in leading and motivating a team to achieve results efficiently.
  • Excellent organizational skills and attention to detail.
  • A proactive self-starter with a focus on ownership and improvement of projects.
  • Familiarity with CRM reporting and analytics, with the ability to extract insights to inform strategy.

Preferred Qualifications:

  • Experience in a CRM Manager role.
  • Proficiency in managing a CRM campaign tool.
  • Background in loyalty program management.
  • Experience utilizing first-party data for paid media initiatives.

Company Commitment:

At McDonald's, we value diversity and inclusivity, recognizing that our people are central to our success. We are dedicated to fostering an environment where everyone can thrive and contribute authentically. Our commitment to equality and community engagement is unwavering, as we strive to empower individuals and enhance their skills for future success.

#LI-Hybrid

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