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We are working with a lovely Company who are looking for a CRM Marketing Manager. You will be directly reporting to the Marketing Director UK, Ireland & Nordics. As a CRM Manager, you will be responsible for delivering all necessary CRM campaigns required to grow and develop the Northern Europe cluster across B2C and B2B. You will work closely with colleagues in the marketing & sales team of the cluster, EAF teams in Paris and the other CRM marketing teams in Europe, to execute effective CRM marketing strategies. Mission 1: Customer Relationship Management (CRM) across B2C and B2B Mission 2: Measure the performance of the campaigns, optimising the plans to meet the business' needs Mission 3: Loyalty and Retention (database, loyalty management and recruitment) Mission 4: Report & analysis of the internal data markets (data base specificities, booking pattern, key destination, calendar analysis...) Mission 1 : Design effective CRM/PRM programs to maximize customer loyalty, retention, and lifetime value across B2C and B2B Be the guardian of all client communication across B2C and B2B making sure all the information is accurate and up to date across the whole customer lifecycle Plan and operate targeted communication campaigns Use customer data to personalize communications and offers Collaborate with the global technical team to resolve technical issues and improve functionality Identify data-driven improvement opportunities and implement corrective actions Be the lead and point-of-contact for in-person events that focus on increasing customer awareness and/or providing increased value for existing customers Utilise lead-scoring within the business to facilitate improved KPIs, focusing on better product offering based on demographic patterns and buying behaviours of existing and new customers Mission 2 : Implement robust measures to make sure we are optimising the performance of the channel using GA4. Maintain a test and learn approach Use analysis tools to monitor CRM and site performance, generating regular reports on trends, KPIs and results Keep an eye on the market to keep pushing innovation Mission 3 : Manage opportunities to grow the database via key CRM and lead generation projects and best practices to optimise the databases Lead NGM (new customers) projects pertaining to CRM to improve likelihood of repurchase Lead loyalty projects covering annualisation projects on status of loyal customers working alongside Europe CRM team Mission 4 : Analysis the internal data through tools to understand better the specificities of the data base with their interests using Google Analytics 4 Be able to recommend optimisation according to the internal data & external calendar Your profile : At least 4 years of experience in CRM/Marketing and advanced level on CRM tools. Basic HTML and coding knowledge required. Proficiency on Salesforce and Acoustic is a plus. Excellent written and verbal communication skills, with a strong command of grammar, punctuation, and style in English Experience within the travel or luxury industry. Knowledge of the travel industry b2c and b2b, market trends, and consumer behaviour is advantageous. Demonstrated relationships within the travel industry on both consumer and trade publications would be a plus Proficient in utilising marketing and analytics tools and ability to learn new platforms quickly Results-driven mindset with a focus on campaign management and performance Excellent understanding of product and brand communication requirements Written communication skills, analytical methods, creativeness, problem solving. Performance and results driven. Excellent attention to detail. Agile and proactive mind-set to drive innovation. Good interpersonal relationships. Proven ability to multi-task and work to deadlines. Ability to react quickly. Excellent communication and interpersonal skills to effectively collaborate with internal and external stakeholders Package 25 days annual leave plus (increases by 1 day after each year of service up to a maximum of 5 days) plus all UK bank holidays. Birthday day off 3 weeks of holidays per year under (for GO plus one free staying guest with estimated yearly value of up to £20k) after 1 year of contract Flexible working policy with the possibility to work 2 days a week from home 1 week remotely every 3 months Private Healthcare insurance with dental and eye tests reimbursed (T&C apply) Pension scheme 40% of office commute costs reimbursed each month Annual Christmas party and other social events arranged by social committee as well as off-site team building The Package: Salary £45K Interested: If you would like to apply for the above vacancy, please click 'APPLY' or email your cv to
Role overview ID: 2024-5763 Entity: Vistry Region: Vistry Merseyside & Cheshire West Department: Customer Service Contract Type: Permanent - Full Time Job Location: Developments across the region Date Posted: 11.06.2024 We have a fantastic opportunity for a Customer Service Manager to join our team within Vistry Merseyside & Cheshire West, at our various development across the region. As our Customer Service Manager, you will have expert understanding of NHBC guidelines, will be able to diagnose complex defects as and when they arise, seeing them through to resolution. As a direct line manager, mentoring technicians, you will drive and support their continued growth. Experienced within the housebuilding industry, with an understanding of office management and the ability to lead and achieve HBF Satisfaction scores. You will be working within a dedicated team, with regular close interaction with colleagues outside of the Customer Service Department along with maintaining good long-term relationships with our working Partners. You will be organised, professional and resourceful, and able to use your own initiative. Ensure all communications received into the department are answered in a timely and courteous manner and recorded accordingly. Always recognising that we should strive to do the right thing, lead by example and act as our brand ambassador. Let's cut to the chase, what's in it for you... Competitive basic salary and annual bonus Company car, car allowance or travel allowance Agile working possible (dependent on role) Up to 33 days annual leave plus bank holidays Private Healthcare Enhanced maternity, paternity and adoption leave Competitive contributory pension scheme Life assurance 4 x your annual salary Share incentive schemes Employee rewards portal with many more benefits... In return, what we would like from you... Behave in line with our company values Integrity, Caring and Quality. Passion for customer service excellence within a fast paced and challenging environment. Delivering best practice. Experience in a managerial Customer Service role. Proactive approach, with attention to detail and the ability to work independently and make key decisions. Accurate and consistent approach in maintaining records. Ability to work with multiple teams within established processes and procedures. Able to engage and build positive working relationships with our supply chain, partners, and stakeholders to manage the customer journey. Complex customer complaint resolution. Well-developed communication and time management skills. Strong organisational skills. A "can do" positive attitude, promoting best practice and teamwork. Ability to calm and reassure customers. Brings solutions and identifies opportunities challenges the norm. Assertive and tenacious, able to influence others and resilient to deal with disgruntled customers. Able to seamlessly move from task to task, recognising key priorities and acting calmly and quickly as required. Team Player happy to assist others and promote cross departmental collaboration. A background in construction / housebuilding. Good working knowledge of Microsoft Office. Knowledge of CRM systems/Microsoft dynamics. Practical knowledge of NHBC Technical Standards. More about the Customer Service Manager role... Manage the day to day running of the Customer Service office, including line management responsibility for the Customer Service Coordinators and Customer Service Technicians. Diary management to ensure customer visits are appropriately booked in a timely manner. Ensure our CSTs have a well-planned and full work diary. Ensure that all reported defects are processed and are dealt with in a cost effective, timely and professional manner to a good standard of quality. Promote regular and relevant communication from the CS team to our customers and to our Partners. Monitor and manage defect works through to completion within the two-year warranty period. Manage budget and cost control in line with defined budget parameters, including overseeing the contra charging process with our supply chain. Monitor operational performance within Keys system, by using the data and reports available, provide feedback internally and to our supply chain making recommendations for improvements. Highlight repeat issues to the CSD and look at trends. Support the Coordinators in managing poor performing sub-contractors, recognizing when to escalate to the Customer Service Director. Oversee escalated complaints and clearly communicate with the Customer Service Director to agree a path to resolution. In conjunction with the wider customer service team, complete a review of customers approaching their 9-month survey, to ensure that we are well placed to receive a positive HBF survey, and agree an action plan where we identify any risk plots. Oversee Partner relationships, including welcome meeting and monthly progress meetings. Take responsibility for being the first point of escalation with our Partners. Manage the End of Defects inspection process with Partners including attending inspections, supported by the CRM and CSTs. Support the Customer Relations Managers in handling customer issues, where required. Ensure the department is compliant with Health & Safety requirements, maintaining accurate and up to date records. Ensure the whole CS team meet mandatory training requirements, including SHE training. Finally, let's tell you a bit more about us... We're Vistry Group, the UK's leading provider of affordable mixed-tenure homes. Our core values of integrity, caring, and quality shape all we do; our partnership-led approach helps us build sustainable communities where they're needed most. You're probably familiar with our unmatched portfolio of brands: Linden Homes, Bovis Homes, and Countryside Homes. We also have Vistry Works, our timber frame manufacturing operation, and Vistry Services, our support functions. Together, we build more than homes, so there's nowhere better to build your career. We're proud that our culture sees everyone treated fairly and respectfully, with diversity and
An amazing opportunity has become available for an exceptional Account Manager to join the industries leading EAP and OH provider, Health Assured. Health Assured supports over 80,000 organisations and 15 million lives across the UK & Ireland - dedicated to providing a high standard, wellbeing service and assistance programme to businesses and employees. If you have background in Account Management, Retentions or Contract Renewal, we would LOVE to hear from you! You will have a track record of achieving targets and KPI's, as well as an eagerness to succeed and a genuine passion for providing your clients with the highest level of care and customer service. As a relationship manager, you will be responsible for your own portfolio of around 100 clients. You will develop and nurture your accounts to ensure client understanding and provide support with promotion through effective communication, while identifying further revenue opportunities. Duties involve day to day management of your portfolio via virtual review meetings, presentations and attending occasional on-site client events. You will negotiate renewal terms, liaise with intermediary and direct clients, provide excellent service levels, maintaining accurate client CRM records and negotiate renewal pricing whilst working toward internal KPI measures. Day to Day Responsibilities Managing a portfolio of circa 100 key EAP and Occupational Health clients based across the UK and Ireland, but predominantly in central UK. Proactive client relationship management to ensure that targets are achieved for contract retention levels and renewal of premiums issued. Project management and delivery of new client implementation, to ensure the Health Assured offering is fully imbedded into key corporate clients. Supporting with tender and bid exercises to represent the relationship management function. Renewal negotiations via intermediary and direct clients, always demonstrating return on investment for clients. Delivery of consultancy services to clients regarding product options specialist service such as onsite training and Critical Incident Stress Management (CISM) Identify opportunities to up-sell and actively promote additional services with a target of £10,000 new business per quarter. Achieve 3 self-generated new business client wins per quarter. Ensure we understand client needs and market changes, providing feedback to senior management in order to develop our proposition and remain ahead of the market. Maintain the highest standard of customer service and support to the sales and bid team. Maintain personal statistical renewal reports on a daily basis, highlighting at risk clients and further opportunities. Providing weekly renewal and activity updates What you bring to the team? An organised individual with excellent attention to detail, accuracy, and consistency. A customer service focus and committed to providing exceptional service across all channels - written, phone and face-to-face. Possess excellent interpersonal skills and be able to build rapport and trust with others to forge meaningful business relationships. Commerciality and the ability to apply knowledge in a practical, commercial manner. Excellent communication skills both verbal and written, varying style depending on the audience. Energy, commitment, and drive with dedication to the role, willingness to show flexibility when required, enthusiasm for the role and company development. Have a can-do attitude, ability to multitask and be adaptable to change with the ability to work to specific targets and deadlines. Will have a proven track record of working to key performance indicators (KPIs). Strong IT skills Driving licence desirable but not essential Benefits 25 days' holiday, plus bank holidays Day off on your birthday Cash plan for you (and your children, if any) Holidays increase after 2- and 5-years' service Contractual sick pay Private medical insurance after 5 years' service Pension Plan and Life Insurance Pension plan contributions increase after 5- and 7-years' service Holiday season bonus after 3 years' service Profit share scheme Season ticket loan scheme Cycle to work scheme Access to Employee Assistance Programme Free breakfast every Monday and social sessions on the last Friday of the month with free food and drink - we call this Fab Friday! Company incentives, access to discount schemes If you would like to discuss the role further, please apply today and we'll be in touch! P46695LFR INDMANJ
We have an exciting new opportunity for a CRM Marketing Manager to be joining an established and highly successful company in Banbury on a full time, permanent basis. This position will be responsible for leading the customer relationship management efforts, focusing on developing and executing retention-based marketing campaigns. You will be managing the Microsoft Dynamics CRM, and driving customer engagement and retention. As CRM Marketing Manager, you will be responsible for: Strategic Leadership: Developing and implementing CRM strategies aimed at enhancing customer retention and engagement Defining and managing the CRM roadmap to align with business objectives and growth targets Leading the development of customer segmentation and targeting strategies to optimise marketing efforts CRM Management: Overseeing the administration and enhancement of the Microsoft Dynamics CRM system Ensuring the CRM system is utilised effectively across the organisation, providing training and support where necessary Collaborating with IT and external vendors to troubleshoot and resolve CRM-related issues and to integrate new functionalities Retention-Based Marketing Campaigns: Designing and executing multi-channel retention marketing campaigns aimed at professional customers Using data-driven insights to create personalised marketing initiatives that drive customer loyalty and increase retention rates Monitoring and analysing campaign performance, providing detailed reports and actionable recommendations Database Management: Managing and maintaining the customer database to ensure data quality, accuracy, and completeness Implementing best practices for data management and ensure compliance with GDPR and other relevant regulations Developing data enrichment strategies to enhance customer profiles and improve marketing effectiveness Cross-Functional Collaboration: Working closely with the sales, product, and customer service teams to ensure a cohesive approach to customer relationship management Partnering with the Digital Marketing team to integrate CRM data with digital marketing platforms and strategies Collaborating with global and regional teams to align CRM initiatives with broader company goals Performance Tracking and Reporting: Establishing KPIs and metrics to measure the success of CRM and retention marketing initiatives Providing regular performance reports and insights to senior management Continuously identify opportunities for improvement and innovation within the CRM and database marketing functions. As CRM Marketing Manager you must be/ have: Degree in Marketing / Business Administration / IT or related field Proficient in CRM tools and systems with an understanding of CRM data structures Proven experience in CRM management and database marketing with a focus on retention Experience in reporting and integration on Microsoft Dynamics CRM Experience in leadership and project management Strong analytical skills Able to interpret complex data sets and translate them into actionable insights Strong communication and interpersonal skills Innovative thinker with customer centric mindset What's in it for you? This is a great opportunity to join a market leader, who offers a collaborative culture. The salary is up to £65,000 DOE, plus car allowance, enhanced bonus plan and Private Medical Insurance. The hours are 37.5 hour per week, Monday - Friday, with hybrid working available. You will also receive 26 days holidays plus bank holidays, study support, critical illness cover, sick pay, staff discounts and plenty of social events.
A Client Service/Customer Relationship Manager is required for a leading player in the commercial HVAC world a business that works with a blue-chip client list across the UK (2,000 sites) that they service from their six office locations. Recent growth within the business has meant they are looking for someone who will be responsible for managing the service and maintenance contracts they have across central London, ensuring client service levels are maintained at a peak level and customer satisfaction is achieved (they have a 98% customer retention rate). You will manage a team of mobile engineers that are on client site delivering installations, remedial work, and maintenance you will also manage the associated P&L keeping a keen eye on bottom-line figures and cost control. You will be adept at managing customer relationships ensuring contract renewals are consistent and remedial works are delivered in a timely manner with a high level of quality. You will be a driven and perceptive Service Manager or Operations Manager who has a track record of people management, strong leadership, and a canny hand at managing P&L. The business is unusual in their industry in that they have built the company on an employee ownership model, where every single employee (over 140) contributes to the growth and evolution of the company and is rewarded accordingly. They empower every employee to be a key factor in the company's success striving for excellence and pursuing continuous improvement both internally and externally with their customers. Client Service/Customer Relationship Manager Responsibilities/Skills required: Strong track record in service management or operations management Experience managing a team of engineers Excellent planning and resource allocation skills Knowledge of the HVAC industry would be beneficial, namely air conditioning, heating, cooling, wet systems and plant rooms Exception customer service skills with an ability to manage a range of client conversations such as technical information, service/maintenance discussions, planning remedial works, and maintaining a high level of customer satisfaction P&L management experience with a cost-control mindset Salary and Benefits You'll Receive as Client Service/Customer Relationship Manager: Salary up to £60K (DOE) Car allowance Pension Annual bonus scheme (based on team net profit, service levels etc) Employee-owned trust profit sharing each year (after the first full year) To apply for this role as Client Service/Customer Relationship Manager, please click apply online and upload an updated copy of your CV. Candidate Source Ltd is an advertising agency. Once you have submitted your application it will be passed to the third party Recruiter who is responsible for processing your application. This will include holding and sharing your personal data, our legal basis for this is legitimate interest subject to your declared interest in a job. Our privacy policy can be found on our website and we can be contacted to confirm who your application has been forwarded to.