Customer Journey Expert

2 months ago

London, Greater London, United Kingdom Motorway Full time
About the Role

We are seeking a highly skilled CRM Manager to join our team at Motorway, a leading used car marketplace. As a key member of our CRM team, you will play a pivotal role in ensuring our customers have an effortless customer journey.

Key Responsibilities
  • Develop and implement complex customer journeys using Braze, ensuring seamless communication with customers throughout their lifecycle.
  • Conduct A/B and A/B/C tests to optimize customer journey performance and identify areas for improvement.
  • Analyze campaign and customer journey performance, providing data-driven insights to inform business decisions.
  • Collaborate with our Customer Experience team to identify and address customer pain points, ensuring a high level of customer satisfaction.
  • Support the CRM team and CX team with customer satisfaction tools, such as NPS and Trustpilot, to identify promoter/detractor reasons across the customer journey.
  • Develop and maintain relationships with colleagues across Customer Contact Centre, CX, and Sales to ensure effective two-way conversations and schedule regular side-by-sides with them.
  • Investigate customer queries from the CRM side and provide Zendesk team with relevant information.
Requirements
  • Proven experience in CRM, particularly with customer lifecycle and complex customer journeys.
  • Strong data analysis skills, with basic SQL skills a plus.
  • Experience working with Customer Support/Customer Success teams and call centres.
  • Experience with Braze or similar tools.
  • Experience with NPS and Trustpilot.
  • Excellent written and verbal communication skills.
  • Ability and willingness to work independently when required.
  • Keen attention to detail while juggling multiple tasks.
What We Offer
  • A competitive salary.
  • Stock options.
  • BUPA private health insurance.
  • Annual learning budget with Learnerbly.
  • Enhanced Maternity/Paternity leave.
  • Flexible working (approximately 1-2 days in the office a week).
  • The option to work remote for a full month each year.
  • Pension Scheme.
  • Discounted Calm membership.
  • Cycle to work scheme.
  • A fun working environment with regular social events.
  • The chance to join a rapidly growing company that cares first and foremost about its people.
  • Fast career progression and the ability to develop your own skills and experience quickly.
Equal Opportunities Statement

Motorway is committed to equality of opportunity for all employees. We work to provide a supportive and inclusive environment where all individuals can maximise their full potential. We believe our workforce should reflect a variety of backgrounds, talents, perspectives, and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing, and advancing individuals based on their skills and talents.

We welcome applications from all individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.

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