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Job description

CRM Manager

CRM Manager (Specialist)

£30,000 - £40,000 plus benefits

Retail business with an amazing culture!

South Manchester

This is a newly created role for a seasoned CRM professional to join an incredible business. The business grew significantly last year and they’re now riding on the crest of a “new customer” wave. The CRM Specialist will be responsible for driving retention of new customers, maximising cross sell opportunities in the first year of a new customers, reducing churn, and improving transition into the 2nd year.

Role responsibilities

  • Understand the opportunities to acquire new customer lifetime value from other customer databases across the group.

  • Analysis of the current new customer CRM acquisition programme and it’s fit for purpose to drive growth

  • Develop the contact strategy, oversee direct communications with the customer across multiple channels (email, direct mail, app and SMS).

  • Analysis of the current new customer retention programme and it’s fit for purpose to drive retention

  • Optimise the existing automated journeys to ensure we maximise the opportunities of the new customer ‘magic moments’

  • Working with wider CRM team to transition new customers from Year 1 to Year 2.

  • Working closely with the Analytics Group, develop test strategies to ensure the most effective approach is adopted

  • Working closely with the content team, deliver relevant and compelling content at key touchpoints

  • Facilitate and share customer insight, programme results and customer value to drive further activity plans

  • Continually research and understand the competitive environment to ensure the business remains at the forefront of the industry and front of mind for the customer.

  • Act as a brand advocate for their existing customers ensuring all communications are on brand

  • Adopt a customer first approach, to ensure the CRM is customer focused to maximise effectiveness

Person specification

  • 5+ years’ experience of CRM management

  • Good commercial ability and experience of working to KPI’s and CRM metrics

  • A confident and articulate communicator, able to give clarity, direction as well as problem solve

  • Able to prioritise, structure work and effectively manage time

  • Good project management skills

  • Multi agency experience

  • Previous experience within retail industry

  • Experience with Salesforce Marketing Cloud

As an industry leading, nationwide Marketing, Digital, Analytics, IT and Design recruitment agency, we are continually receiving new assignments to work on, so keep a close eye on our website, Facebook, LinkedIn and Twitter pages for a full list of current permanent and interim opportunities as well as marketplace news and fun stuff.
Forward Role is operating as an employment agency.

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