CRM Executive

CRM Executive | Hybrid Working - Epsom | Marketing | Permanent | Full time | 37.5 x hours a week | Monday - Friday | Competitive salary DOE | Excellent company benefits

Nuffield Health is the charity that’s building a healthier nation, one day at a time. From award-winning hospitals and leisure facilities to flagship community programmes - we’ll do whatever it takes to look after the UK’s wellbeing. It starts with passionand commitment to quality. It starts with you.

As CRM Executive you will be pivotal in delivering our CRM transformation. You will understand how to exploit CRM platform / ESP capability to drive customer value and optimised customer experience through creation of connected, data-driven, triggered, personalisedlifecycle journeys and communications across a customer’s health and wellbeing experience.

Building good relationships with a range of stakeholders will be instrumental in moving CRM communications, SFMC capability and functionality forward in a progressive way. You’ll work with our CRM Salesforce Marketing Cloud partner to provide clear briefsthat support CRM objectives and explore how to exploit the SFMC capability to enhance your campaigns, communications and customer journeys.

You’ll constantly measure and provide reporting on performance for CRM activity to help optimise future campaigns, communications and journeys.

**As our CRM Executive you will**:
**Salesforce and Marketing Cloud -**Understand and support the synergies between the Salesforce and Marketing Cloud platform:

- Ensure that Salesforce is equipped with data to adequately supply and enhance the performance of Marketing Cloud.
- Work with stakeholders and It to improve data quality and integrity maximising reach. This will include managing duplicates, incorrect data input, customer request changes as varying examples.
- Be close to and understand stakeholders and how they use the SF system. Understand where users may be precluded from maintaining good DQ and feed this back to the Senior CRM Manager who can escalate via the IT backlog where required.

**CRM roadmap -**Support and be proactively involved with wider, strategic deliverables in line with the CRM roadmap:

- Improving our capability to x-sell and/or up-sell be close to the CRM IT roadmap and support with implementation of items on the backlog.
- Be creative and proactive. Where we are potentially missing an opportunity be a voice for the service line(s) being represented to ensure we are constantly evolving.
- Support with new journey creation; raising requests to IT, coordinating solution design, testing and keeping stakeholders briefed through to launch coordination.

**Campaign management -**Manage daily campaign requirements including data collation and audience build. Make recommendations to ensure campaigns have maximum impact. This may include resends, cross-channel strategy, utilization of social media:

- Manage a backlog of campaigns, communications, events and messaging requirements. Prepare journeys, campaigns and communications including journey maps, copy, imagery and dynamic content and have ready to send in time for deadline.
- Have a good understanding of GDPR and how this impacts how we manage data and different communications sent from our Marketing teams.

**Reporting -**Introduce and maintain reporting that serves both pipeline performance (from a volume perspective) as well as campaign performance including ROI. Reporting on data elements within SF will also be used to support the Onboardingand Training Manager with focus areas.
- Create communications, campaign and journey reporting that helps optimise future CRM activity and drives the optimum ROI. Reporting should be suitable for all levels; summary through to detailed drill downs.
- Use reporting to inform the Onboarding and Training Manager with insight as to where the business may be needing support.
- Be an advocate of ROI and closed loop reporting championing the agenda for all campaigns to have this and where possible ensure it is embedded into BAU.
- Work with stakeholders to ensure the reporting in production is fit for purpose and amend where required. Keep reporting up to date reflecting any business changes.

**Copy/templates**:

- ensure they are current and where changes are required action these accordingly. This will include images in live journeys too. Ensure any data, including for survey preferences are updated in a timely manner.
- Be the expert in communications pertaining to the areas being supported. Work with the senior CRM Manager to design an effective way of being able to review all templates easily and efficiently identifying those that need amending.
- Be able to make the required changes independently following the process of working with third parties and other teams to ensure CRM comms are compliant.
- Any formal processes should be documented and shared to the wider team allowing for an 'alwayson’ operating model.

**Essential skills required**:
oSalesforce Marketing Cloud, or other automated ESP
- Understanding of Sales and marketing KPI’s
- Campaign creation experience
- Excellent copywriting and proof-reading skills
- Good creative eye

oLifecycle Journey mapping
- A/B testing
- Reporting and Dashboard

**Helping you feel good.**

We want you to love coming to work, feeling healthy, happy and valued. That’s why we’ve developed a benefits package with you in mind. From free private healthcare to gym membership, a cycle to work scheme and more. At Nuffield Health, we take care of what’simportant to you.

**Join Nuffield Health and create the future you want, today.**

**It starts with you.