Customer Lifecycle Manager

5 days ago

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

We're looking for a talented Customer Lifecycle Manager to join our Seller side team at Motorway. As a CRM Manager, you'll be responsible for ensuring customers have an effortless customer journey and continuously testing and improving our automated lifecycle communications. You'll focus on finding customer pain points and working together with our Customer Experience teams in Brighton to eliminate these issues.

This is a unique opportunity to join a fast-growing scale-up at a crucial phase of growth and help change an industry for the better. You'll be building relationships with people at all levels in the company and playing a pivotal role in a rapidly growing company that cares first and foremost about its people.

Key Responsibilities

• Understand the E2E customer journey and lifecycle
• Launch complex customer journeys consisting of emails, app push notifications, and SMS messages in Braze
• Conduct A/B and A/B/C tests on existing customer journeys with the goal of improving their performance
• Analyze performance of campaigns and customer journeys
• Support CRM team and CX team with customer satisfaction tools (NPS and Trustpilot) and identify promoter/detractor reasons across the customer journey
• Run A/B tests
• Be the main point of contact in CRM for our CX and Customer Support teams based in Brighton, Cape Town, and Durban
• Proactively 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
• Regularly run through real-life use cases to ensure there are no gaps in the customer flow
• Investigate customer queries from the CRM side and provide Zendesk team with relevant information

Requirements

• Solid experience in CRM, especially with customer lifecycle and complex customer journeys
• Strong data analysis skills, basic SQL skills are a plus
• Experience working with Customer Support/Customer Success teams and call centers
• 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 You'll Get

• A fun and friendly team
• Constant growth and development
• No day is ever the same
• Fun social events with the team
• If you're into cars, opportunities to work with vehicle data and learn about the automotive industry. We also have some fun, car-related activities (as well as non-car fun too)

Benefits

• 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

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