CRM Campaign Manager
Location: Hybrid working, Central London offices, 10 days in every month.
Salary: £58,000 - £65,000 plus 10% bonus, pension, healthcare, life assurance, etc.
Team Management – 3 reports
This is a CRM management position which puts you at the balancing point between hands-off strategy and oversight, delivering through a team; and rolling your sleeves up in order to make things happen.
Success will be in your ability to recognise where your efforts are best served in order to deliver the most effective outcomes, whilst also enabling your team to develop, grow and become well-rounded, highly capable CRM experts under your tutelage.
You and your team of 3 CRM specialists will be responsible for the campaign calendar as well as lifecycle marketing for a customer base in the tens of millions. Ultimately working together to come up with the CRM strategy and helping your team to plan, execute multi-channel digital campaigns. Looking to drive customer conversion and renewals for a range of financial services related products.
This company is a consumer champion brand who is mission driven, looking to save the consumer money. Whilst they're FCA regulated, the idea is to be as creative as possible where their marketing is concerned.
Right now, the company's going through something of a reimagining of their CRM and customer communications programme, completely re-thinking the CRM strategy from the ground up.
Looking to significantly overhaul how they go about delivering CxM – this includes customer journeys, messaging, channels – all personalisation, data which enables it, all the triggers, the works.
They've brought in new tools to support this, embracing and testing the potential AI could bring to the table, coupled with dynamic content, and a new customer data platform.
The team you'll be joining is responsible for two aspects of their CxM capabilities – CRM strategy and planning, as well as campaign management.
Your role will cover both of these aspects, and executing through the team you lead. Helping them deliver on their role objectives, giving appropriate guidance and direction where needed. Whilst also facilitating the kind of test and learn environment which enables people to try new things, so long as proper checks and balances are in place.
Creating an environment of inspiration which leads to innovation. Which in turn enables the company to create a CRM practice which will become second to none in the industry.
ABOUT THE ROLE
You will be a team leader within the CRM function in a role which will bias towards CRM campaign planning and campaign management, including the execution of multi-channel marketing strategies and tactics for driving customer relationships with the goal of driving customer value growth and engagement.
The emphasis will be on CRM strategies, the campaign management process as well as looking at performance optimisation and ways and means to test and learn to improve CRM effectiveness.
The primary channels are all digital, with email marketing being key, followed by in-app messaging and SMS.
Data will feature highly in your day-to-day – from informing CRM and campaign strategies, looking at target audiences, testing and optimising for performance. Coupled with its utilisation for personalisation within the campaigns themselves through opportunities for dynamic content.
Your team will be centred into the process side of campaign management. Pulling everything together. Getting the assets in line, approving proofs, quality assurance, oversight of creative and going through the quality control process, especially since a lot of communications have a regulatory oversight to them. So they need to be on point, all of the time, which means a strong emphasis on attention to detail.
You will be the inspiring leader who also gets involved in ensuring what the team is delivering is on point. Which will therefore involve your own inclusion with working with internal teams to ensure everything is running smoothly.
This will include coming up with ideas which could lead to better, more effective outcomes for campaigns. It can also include improvements to the teams ways of working. Either way, you'll be encouraged to test theories and see whether they have positive impacts on business outcomes.
Ultimately the team's ambition is to deliver a truly world-class CxM capability, and this means giving everyone a voice and ability to share it. Test ideas. Try different things.
Location and hybrid working setup
Their offices are located in Central London, within easy reach of a number of tube stations, not far from Shoreditch and Liverpool Street. But their working set up is hybrid, typically 2 days in office a week. The option is there to do more if you like, and their office is very much a destination worth going to. Modern, plush, creative, inspiring. In a great part of town and you'll find you'll be surrounded by like-minded people who enjoy spending time with each other (not just there because a of company policy).
Experience Needed
- Must have a solid background within a consumer CRM environment, with experience of managing a team of CRM specialists
- Good understanding CRM comms planning and CRM strategies, including journey planning
- Good project management skills, and the ability to bring all the elements necessary as well as quality control, test and optimise campaigns to ensure they reflect best in class and will deliver on business objectives
- Good knowledge of A/B testing and email journey enhancement/optimisation. With the ability to utilise the data from these to improve CRM strategies
- Big picture thinking and the ability to step back from the coalface to come up with new ideas, see ways round problems and come up with solutions for yourself and team members
- Have a solid understanding of things like dynamic content and personalisation, and how the different martech tools can be utilised in CRM campaigns to deliver bespoke, highly personalised and effective 1-2-1 customer communications
Want to Apply? Here's how:
You can share your Linkedin profile or email me a CV – it doesn't have to be up to date, we can work on that once you decide you want to take this forward.
Or, for a chat and more information please contact me on:
Colin Doree
Head of Recruitment, Data & CRM
Blue Pelican