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Senior CRM Manager

2 months ago

London, Greater London, United Kingdom TravelPerk Full time

Job Summary

We are seeking a highly skilled Senior CRM Manager to join our team at TravelPerk. As a key member of our organization, you will be responsible for developing and implementing comprehensive CRM strategies that enhance customer satisfaction and retention, and drive revenue growth through effective monetization initiatives.

About the Role

The Senior CRM Manager will have a holistic view of the customer lifecycle and will collaborate with other customer-facing teams, such as Sales, Customer Care, and Product Marketing, to deliver a coordinated approach to CRM strategies that drive business objectives.

Key Responsibilities

  • CRM Strategy Development: Develop and implement a comprehensive CRM strategy to increase customer activation, engagement, and retention, prevent churn, and drive revenue. Collaborate with cross-functional teams to understand and incorporate their needs into the CRM strategy. Your strategy will also include customer onboarding and regular customer communications, such as product updates or upsells.
  • Customer Analysis: Analyze customer data to derive actionable insights that inform initiatives for the CRM strategy. Ensure accuracy and alignment of data definitions across stakeholders.
  • Segmentation and Targeting: Develop and refine customer segmentation strategies for targeted and personalized CRM campaigns. Leverage insights to tailor strategies accordingly.
  • Campaign Optimization: Work closely with other key departments, including Marketing, Product, and Sales, to integrate CRM data into their workflow.
  • Customer Journey Mapping: Create and optimize customer journey maps to enhance the overall customer experience. Identify touchpoints for improvement and implement strategies to maximize customer satisfaction and retention.
  • Technology Integration: Evaluate, select, and integrate CRM tools and technologies to enhance overall efficiency and effectiveness. Stay abreast of industry trends and emerging technologies to ensure the company remains at the forefront of CRM innovation.
  • Performance Analytics: Establish key performance indicators (KPIs) for CRM initiatives and regularly report on the effectiveness of strategies. Utilize analytics to measure and optimize the impact of CRM efforts on revenue and customer retention.

Requirements

  • Proven experience in CRM, ideally within the B2B or travel industry.
  • Proven track record of driving revenue growth and improving customer retention through CRM initiatives.
  • Strong analytical and problem-solving skills, with the ability to translate data into actionable strategies.
  • Excellent communication and collaboration skills to work effectively across teams.
  • Indepth knowledge of CRM systems and best practices.
  • Strong project management and organizational skills.

What We Offer

  • Competitive compensation, including equity in the company.
  • Generous vacation days, so you can rest and recharge.
  • Health perks, such as private healthcare or gym allowance, depending on location.
  • Flexible compensation plan to help you diversify and increase your net salary.
  • Unforgettable TravelPerk events, including travel to one of our hubs.
  • A mental health support tool for your wellbeing.
  • Exponential growth opportunities.
  • VolunteerPerk: We offer 16 paid hours per year that you can use to give back to society by volunteering for a charity of your choice.
  • Work from anywhere in the world allowance of 20 working days per year.