Customer Experience Manager

1 week ago

Poole, Poole, United Kingdom Muc-Off Full time
About Muc-Off

Muc-Off is a leading supplier of specialist cycling cleaning and maintenance products in the UK, with a strong presence in the European, Asian, and North American markets.

Job Summary

We are seeking an experienced Digital Marketing and CRM Manager to join our team at Muc-Off. The successful candidate will be responsible for driving our digital marketing strategy, managing our customer database, and implementing a customer-centric approach to drive business growth.

Key Responsibilities
  • Develop and implement a digital marketing strategy to drive traffic and sales on our websites
  • Manage our customer database and implement a customer-centric approach to drive business growth
  • Work closely with our design and content teams to create compelling ads and marketing materials
  • Establish and implement a digital CRM strategy to reduce acquisition costs and work our existing customer base harder
  • Manage our performance marketing agency and set targets for paid channels
  • Lead and report on SEO activities globally, exploiting long-term opportunities via onsite optimisation and close collaboration with our PR team
  • Identify and implement new and emerging digital revenue streams, such as social commerce and subscriptions
  • Oversee all creative implementation, setting briefs for design and content teams
  • Lead on the running of our community-loyalty programme and work closely with our fans to create compelling UGC
  • Lead and conduct experiments to enrich our knowledge through data
Requirements
  • Extensive experience in digital marketing acquisition and retention strategy
  • Ability to influence and drive the digital agenda across design, content, marketing, and sales functions
  • Experience managing external agencies and tools of the trade, such as Shopify, Klaviyo, and Google marketing tools
  • Digital leadership experience from strategy to people
  • Expert knowledge of consumer CRM and email marketing strategies, including automations and flows
  • Experience of product and service launches and management
  • Experience building and scaling a team to meet global demand
  • Strong digital marketing knowledge from SEO to PPC and UGC to CRM
  • Proven experience leading on-site SEO initiatives and reporting on success
  • Experience in content reporting, including KPI measurement and CRO recommendations
  • Expert knowledge of the marketing funnel and ad creative design for the right audience at the right stage
  • Experience of digital marketing attribution
  • Experience of Dot Digital and/or Klaviyo or similar
  • SEO knowledge both on and off site
What We Offer
  • 33 days holiday, inclusive of UK bank holidays, increasing with length of service
  • Hybrid working arrangement, with 3 days in the office and 2 working from home
  • Early finish on a Friday (unless pre-agreed to cover chat)
  • Employee Assistance Programme
  • Eye Care Voucher Scheme
  • Cycle to Work Scheme
  • Fresh fruit and biscuits each day
  • Chill out areas, showers, and a secure area to store your bike
  • Pension contributions
  • An awesome opportunity to work with a local and widely recognised brand
  • A cool, casual, energetic, and fully branded-up working environment where staff indulge their passions for cycling and fitness
  • Excellent staff discount on Muc-Off products
  • Brilliant social events

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