Responsibilities

• Setting and driving comprehensive CRM strategies to achieve business goals and stretching commercial objectives.
• Owning the delivery of targets and communication of results to the senior leaders in Monthly/ Quarterly Trading meetings.
• Directing the CRM Team workloads and ensuring objectives are clear and well-defined so that CRM strategy and plans are fulfilled.
• Working with the Data Team to deliver automated, omni-channel comms (email, SMS, app notifications and in-app messaging) for retention and increase multi-product holdings and customer lifetime value, using customer-data based segmentation and propensity models.
• Managing and directing the relationship with our CRM platform (Iterable), ensuring their client services and platform functionality are optimised and used to the full potential.
• Inputting into key strategic business projects and managing required CRM support.
• Assessing CRM requests from the wider business, evaluating commercial viability, and managing stakeholders.
• Testing new things and learning is a big part of our culture, so if you’re curious, data-driven and creative, you’ll fit right in.

Requirements

• Proven CRM expert with demonstrable success in driving commercial results.
• Strong leadership skills and team management and development experience.
• Broad knowledge of CRM platforms/email service providers/marketing automation.
• Knowledge of automated lifecycle programs, dynamic content, segmentation, testing methodologies and inbox placement.
• Solid understanding of data management, analysis, and reporting.
• Omni-channel experience e.g. outbound telephony, SMS and push notifications.
• Proven experience in working with retention and loyalty programmes.
• Willingness to learn the new platform, previous hands-on experience an advantage.
• Strong planning and organisational skills, with proven ability to multi-task and work to deadlines.

Preferred

• Proven CRM expert with demonstrable success in driving commercial results.
• Strong leadership skills and team management and development experience.
• Broad knowledge of CRM platforms/email service providers/marketing automation.
• Knowledge of automated lifecycle programs, dynamic content, segmentation, testing methodologies and inbox placement.
• Solid understanding of data management, analysis, and reporting.
• Omni-channel experience e.g. outbound telephony, SMS and push notifications.
• Proven experience in working with retention and loyalty programmes.
• Willingness to learn the new platform, previous hands-on experience an advantage.
• Strong planning and organisational skills, with proven ability to multi-task and work to deadlines.

Benefits

• 24 days of holiday a year (with an additional day’s holiday for each full year served, up to 28 days)
• Annual discretionary bonus, linked to company and individual performance.
• Private Medical Insurance
• Death in Service Cover (3 times annual salary)
• Income Protection Insurance
• Company Pension Plan , with matched contributions up to 6% of base salary
• Free office gym
• Free parking