Customer Engagement Manager

5 days ago

Redditch, Worcestershire, United Kingdom Halfords Full time

Overview of Role

We are seeking a highly skilled Customer Engagement Manager to join our Halfords CRM team. This exciting opportunity will see you play a key role in delivering best-in-class communications across Group & Loyalty, working closely with the wider CRM team, Digital, Category, Trading and the Marketing Team.

As a Customer Engagement Manager, your primary objective will be to contribute to a first-class CRM programme that communicates key messages to the right audience at the right time using the most relevant channel.

Main Responsibilities:

  • Deliver best-in-class communications for our Halfords Motoring Club members and non-club customers.
  • Design the overarching schedule for these communications, working closely with the Senior CRM Manager.
  • Lead and support CRM Executives throughout the campaign lifecycle from conception through to execution.
  • Build and optimise the tactical schedule of communications across email, SMS & direct mail, working closely with the wider CRM team and collaborating with the Digital, Category and Marketing teams to identify opportunities.
  • Align club and non-club customer communications from a process perspective to drive efficiency.
  • Utilise the latest innovation and technology to create dynamic and highly personalised campaigns efficiently, test and learn to ensure campaigns drive the desired results.
  • Select audiences to target emails to the right customers, ensuring they receive appropriate levels of contact using segmentation techniques.
  • Develop and deliver continuous improvement plans.
  • Review email performance at weekly, periodic, and total campaign levels, advising the business on CRM performance and providing fact-based recommendations.
  • Deputise for the Senior CRM Manager for all trading requirements.
  • Manage relationships with external partners, including design agencies, data providers, dynamic content agencies and email send providers.
  • Work with creative agencies to ensure emails are optimised for accessibility and convey messages in an engaging and relevant manner.
  • Evaluate CRM performance across all channels and champion brand guidelines and tone of voice.
  • Conduct competitor reviews to establish best-in-class email & CRM activity.

About You:

  • A minimum of 2 years experience working in a similar role, preferably within retail or services.
  • Excellent organisational skills, managing busy campaign schedules, multiple workloads and cross-functional team relationships.
  • Ability to work at pace, handling multiple campaigns and projects simultaneously, ensuring timely delivery.
  • Strong attention to detail, taking responsibility for the accuracy of their work.
  • A confident individual with excellent communication skills, capable of building strong relationships.
  • Experience working with complex data sets, building targeted audiences to deliver results.
  • Strong problem-solving skills.
  • A passion for customer-centricity, always curious and driven to deliver the right message at the right time with the right content.
  • A can-do attitude, determination to achieve results and proactive approach to improving performance.
  • A productive team member, collaborating effectively with all teams and at all levels of the organisation, who understands how CRM operates within a broader marketing and overall business strategy.

Estimated salary: £45,000 - £55,000 per annum (dependent on experience).

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