Senior CRM Manager
Cramlington
This is an excellent opportunity to join one of the largest and fastest growing web-print businesses in the UK. The business is very forward-thinking, with a mission to be creative, innovative and to help their customers.
Our client is looking to recruit a Senior CRM Manager. This is key role within their Customer Marketing team where you will be responsible for leading their CRM team, delivering projects that will drive increased loyalty and spend from their existing customer base.
Duties include:
You will lead the development and management of sophisticated and innovate marketing programmes using all the key customers touchpoints across email, site, SMS and direct mail.
Leading the delivery, management and ongoing reporting and optimisation of their key lifecycle journeys. This will include onboarding and lapsing journeys as well as upsell, cross sell and reordering journeys among others.
You will use available data and insights to plan these journeys, taking a test and learn approach with regular reporting along with recommendations for optimisations and improvements.
You will play a key role in reviewing their market leader rewards programme. You will review the scheme and update it to drive demonstrable value to the business and all their customer segments. This will involve reporting on the success of the programme and be the key driver of long-term strategic changes.
You will manage their mix of site-wide sales, targeted promotions and rewards programme discounts. Ensuring and demonstrating that our overall discount strategy delivers sustainable benefits to the business in terms of increased customer volume and value.
Leading the communications strategy for our different customer segments (based on both their industry and purchasing behaviour).
Manage their Refer a Friend Programme. Working with their referral platform and CRM tool you will manage the marketing of this scheme and ongoing customer journeys to create, maintain and grow both our customer advocates, and a strong pipeline of new customers.
Requirements:
5+ years in a CRM, Loyalty or Customers Marketing role.
Track record of delivering successful data and insight led campaigns.
A high level of experience using a sophisticated CRM platform (eg. Iterable, Braze, Salesforce)
Exceptional critical thinking to translate data and insight into relevant and tangible messaging and communication plans.
Ability to use a strong level of analytical skills to guide decision making and recommendations.
Management experience with a track record of developing junior team members.
Strong level of analytical skills.
Ability to think on your feet and make independent customer and commercial decisions within an agreed framework.
Benefits:
Staff discounts & Friends and Family discounts
Cycle to work scheme
Breakfast and drinks provided
Charity day per annum supported
Street food days
Access to Perkbox and Rightsteps portals
Learning and Development Budget