CRM Manager Lead
3 days ago
We are seeking a Senior CRM Manager to join our team in Southampton, Store Support Office. As a key member of the broader CRM & Loyalty team, you will drive value from our customers at all stages of their relationship with us.
The role requires leadership of the whole CRM team, defining, planning, executing and reporting on our CRM strategy for the total business (B&Q and TradePoint). You will work closely with key leaders across the business to build and own CRM programmes that deliver measurable financial benefits for the company and relevant, positive experiences for our customers.
Key Responsibilities:
- Work with your 3 direct reports (CRM Managers) to define CRM strategies and tactics that deliver value for the business and customer across the three sub-teams; 3) Loyalty, lifecycle and digital.
- Build and own the cross-channel CRM strategy for the business, with associated roadmap to deliver.
- Accountable for setting, tracking and strategizing to deliver CRM commercial and customer targets (e.g. incremental sales, active customers, contact-ability), organising the team's resources against achieving these goals.
- Build close relationships with key commercial functions to enable a clear understanding of priorities, influencing commercial plans by proposing CRM activities that will directly support the delivery of their revenue and profit targets.
- Define clear roadmaps for CRM programme optimisation, with test and learn plans, ensuring the execution of these delivers meaningful results that lead to improved financial performance and positive customer behaviour impact.
- Own analytics requirements for CRM and champion a data-centric approach to performance optimisation through insights, reporting, post campaign analysis.
- Play critical role with our loyalty proposition review and relaunch, including the CRM strategy to support and enable the loyalty experience on a day-to-day basis, and helping to build a comprehensive go-to-market plan for launch.
- Communicate the value of CRM to the business, helping to inform and influence senior leaders up to board level on the value that CRM is achieving for the business.
- Ownership of CRM budget management - robustly manage the finance reporting process.
Key Business Relationships
- Collaborate with senior business stakeholders across commercial, finance, marketing, tech, digital and legal to understand business objectives and requirements, ensuring there is a clear, consistent communication flow that feeds these inputs into CRM programmes and roadmap.
- Work in close partnership with Senior Personalisation Manager, providing them with clarity on CRM strategies so that they can help to design and enable personalisation use cases that improve the efficacy of CRM tactics.
- Work closely with counterparts across loyalty, personalisation, data & analytics to develop effective working processes for cross-team squads that deliver value aligned to specific business outcomes (e.g. digital, category, loyalty squads).
- Play a lead role with CRM agency relationships, ensuring clarity of requirements, budgeting, invoicing and performance management of said agencies to ensure agency deliverables meet and exceed expectations.
Salary and Benefits
This role comes with a competitive salary of £70,000 + Pension + Bonus + BUPA + ShareSave + 6.6 weeks holiday + Hybrid Working, making it an attractive opportunity for professionals looking to advance their careers.
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