CRM Manager

4 weeks ago

London, Greater London, United Kingdom McDonalds UK (Corporate) Full time

About the Role

The CRM Manager will be responsible for owning and managing our CRM communications output across all channels and communication types. This includes calendar-led, customer lifecycle, and test and learn campaigns. The successful candidate will have a strong understanding of customer lifecycle principles and proven ability to grow customer loyalty and value through smart lifecycle campaigns.

Key Responsibilities

  • Own and manage CRM communications activity across email and push notification.
  • Lead the end-to-end campaign process, from briefing objectives to final quality assurance of all customer campaigns.
  • Prioritise and deliver new data-driven lifecycle campaigns, as well as lead testing and optimising of existing ones.
  • Manage campaigns that come out of our agile test and learn workstream.
  • Provide direction to the CRM agency for the delivery of all CRM campaign activity and projects.
  • Be the expert in brand principles and goals, and how to best apply these to CRM communications.
  • Ensure a customer-first approach to CRM communication planning and calendar.
  • Proactively manage campaign performance to derive insights and optimisations.
  • Manage the reporting of all campaign KPIs in partnership with agency to ensure targets are being met and positive momentum maintained.

Requirements

  • Minimum of 3 years' experience in a CRM Manager role.
  • Strong understanding of customer lifecycle principles and proven ability to grow customer loyalty and value through smart lifecycle campaigns.
  • Good understanding of segmentation principles and practice.
  • Strong understanding of customer data and using it to drive value to the business through smart CRM communications.
  • Experience of CRM reporting and analytics with the ability to draw insights and inform campaign strategy and improvements.
  • Experience of motivating and managing a team to deliver results in the most efficient way possible.
  • Proven ability to build and maintain strong stakeholder relationships across departments to drive the best outcomes.

About Us

At McDonald's, we are committed to creating an inclusive culture that means people can be their best authentic self in our restaurants and offices. We do not tolerate inequality, injustice, or discrimination of any kind. We are proud of our strong heritage of diversity and representation within our communities.

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