CRM Manager

1 month ago

Washington, Sunderland, United Kingdom END Full time
About the Role

We are seeking a highly skilled CRM Manager to join our team at END. As a key member of our Digital Team, you will be responsible for driving, developing, and delivering a customer-centric strategy across CRM. This will involve leveraging insights, technologies, and best practices to create a compelling customer experience.

Key Responsibilities
  • Oversee a team of analysts to plan and execute compelling communications across email, push, and future SMS channels.
  • Manage complex campaign delivery through team prioritization and planning.
  • Measure performance of the CRM channels, providing performance insights on a weekly basis.
  • Leverage insights and data to identify new opportunities for customer communications across personalization and segmentation.
  • Create business cases to size new potential candidates, get buy-in across key stakeholders, and write requirements to brief technical teams on business needs.
  • Manage the ongoing team roadmap and calendar, adhering to strict brand embargos, flagging risks and dependencies, and working closely with relevant teams to deliver plans.
  • Be the key voice of CRM in the business and ensure the team is skilled and knowledgeable within the field.
  • Ensure a rigorous AB testing strategy is in place across the team to enhance activity, working with the CRM analysts and stakeholders to scope and report on activity to the C-Suite.
  • Develop and nurture direct reports, recruiting talent in line with the needs of the business.
  • Drive and maintain a customer-led mentality.
  • Ensure revenue targets are met, striving to create incremental revenue wherever possible.
  • Support with accurate forecasting and budgeting across the FY for all CRM channels.
  • Be a key voice in the weekly trade call, delivering on company-wide strategic goals from the C-Suite.
  • Manage all 3rd-party relationships relating to CRM, being the go-to contact for external partners.
Requirements
  • Adobe Photoshop, Google Analytics, and HTML coding skills.
  • Highly numerate graduate (or equivalent) with significant commercial CRM Manager experience.
  • Management experience of driving performance in a CRM environment.
  • Experience working with an email vendor platform of segmentation and targeting.
  • Understanding of customer retention and loyalty strategies.
  • Strong interest in END. and our brand roster.
  • Highly organized, with a high level of attention to detail.
  • A passion for data, and an understanding of how data can be exploited to drive competitive advantage.
  • Excellent communication/presentation skills, and the ability to convert and communicate data to a wide range of audiences.
  • Demonstrated skills to build and maintain strong relationships across the business.
  • Intermediate Excel skills.
  • A consumer-oriented focus.
  • Educated to degree level, ideally in mathematics, statistics, economics, management sciences, or similar.
  • Excellent data visualization skills.
  • Experience with SQL.
What We Offer
  • 33 days holidays (including bank holidays and birthday).
  • Company pension scheme.
  • Generous staff discount.
  • Access to Employee Assistance Programme.
  • Company pension scheme.
  • Opportunities for professional development and career progression.

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