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Loyalty and CRM Marketing Specialist

2 months ago

London, Greater London, United Kingdom Great Western Railway (GWR) Full time
About the Role

We are seeking a highly motivated and experienced Loyalty and CRM Marketing Executive to join our Sales and Marketing team at Great Western Railway (GWR). 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.
  • Obtain sign-off for all materials and maintain the compliance sign-off audit trail.
  • 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.
  • Liaise with the agency to ensure data selection and validation, and manage the print, broadcast, and production cycles.
  • Brief customer service and fulfilment teams on new campaigns and implement campaign tracking procedures.
  • 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.
  • Customer-focused, with a deep understanding of customer needs and behaviour.
  • 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.
  • A strong presenter with excellent presentation skills.
  • Strategic in your thinking, able to deliver innovative solutions.
  • Experienced in budget management.
About the Location

This role is based at The Point in Paddington, with some flexible/home working possible.

Working Pattern

Monday to Friday, 37 hours per week. Occasional event attendance may require working during non-standard hours.

Travel to various locations on and off our network may be required on an ad hoc basis.