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CRM Manager

4 weeks ago

London, UK, United Kingdom Propel Full time

Propel is currently collaborating with a well known and loved B2C consumer scaleup on the hunt for a CRM Manager to join their team. It's a great time to join the business, that in the past few years they have grown to over 100 people and secured over $60m in funding. With a customer base exceeding 150,000 and recent international expansion, this company is poised for substantial growth.

The Role

As the CRM Manager, you will play a pivotal role in managing email and customer communications, driving growth for this forward-thinking company. Your responsibilities will encompass overseeing customer communications, with a primary focus on enhancing engagement, fostering loyalty, and increasing order rates. Additionally, you will be tasked with developing and executing centralised strategies aimed at driving revenue, increasing customer frequency, and improving retention rates. With a hands-on approach, you will manage all direct-to-customer campaigns across various channels, collaborate with cross-functional teams, and lead initiatives to optimise the customer experience. You will have 1 direct report.

Day-to-Day Responsibilities:

  • Spearhead the day-to-day management of email and customer communications
  • Lead the oversight of customer communications across the UK and German markets, enhancing engagement and boosting order rates.
  • Develop and execute strategies to drive revenue, elevate customer frequency, and enhance retention rates.
  • Manage diverse direct-to-customer campaigns across email, SMS, and other channels, in collaboration with creative and marketing teams.
  • Design and implement a robust CRM program to achieve key metrics such as customer frequency, retention, and revenue growth.
  • Segment customers effectively, re-engage lapsed customers, and customise communications to cater to specific behaviors and buying stages.
  • Expand and optimise lifecycle and trigger-based customer journeys to effectively engage, convert, and retain customers.
  • Lead testing initiatives on email campaigns, implementing monthly test plans to drive key performance indicators.
  • Leverage data insights to inform decision-making processes, with a focus on automation and performance enhancement.
  • Collaborate closely with marketing, creative, and product teams to enrich the overall customer experience and drive improved performance across all channels.
  • Serve as the primary expert on CRM and marketing automation platforms, ensuring alignment with broader business objectives.
  • Deliver comprehensive weekly and monthly reports on the growth of the customer database and email performance, offering actionable insights and recommendations.
  • Collaborate with CRM, product, and commercial teams to execute key customer initiatives and campaigns.
  • Lead and nurture the CRM team, managing workload distribution and fostering individual skill development.

Requirements:

  • Minimum of 4 years of previous CRM experience, with a track record of success in a consumer-focused startup or scaleup environment.
  • Proven expertise in managing multi-channel campaigns and hands-on experience with CRM platforms.
  • Previous experience in managing at least one person within a CRM team.
  • A sense of humor, high energy, and a passion for driving the company future.
  • Exceptional organisational skills, with the ability to independently prioritise and coordinate tasks in a fast-paced environment.
  • Strong analytical abilities, with a focus on making data-driven decisions to drive strategy.
  • A proactive problem-solver who is adaptable, detail-oriented, and driven to deliver excellent results.
  • Excellent communication skills, both verbal and written, with the ability to effectively convey ideas and collaborate with cross-functional teams.

This opportunity offers an exciting chance to join a forward-thinking scaleup. It may not be suitable for individuals who shy away from fast-paced environments, or prefer structured work environments.

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