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

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