Banner Default Image

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.

  • New Job Blog (2)

    The Hybrid Workforce - Life after Covid

    ​Last week, Boris unveiled his ‘roadmap’ strategy out of lockdown restrictions, and although it depends on many factors b... Read more

    Read blog
    12 hours ago
  • Ir35 Dan (1)

    IR35 - What you need to do

    ​The biggest fear around IR35 (OPW) remains ‘what if’ and the resulting fines and penalties from ‘getting it wrong’.If you... Read more

    Read blog
    1 day ago
  • New Job Blog

    Worried about changing jobs during the pandemic? Don't be!

    This is a topic that I am coming across a lot lately, especially when speaking with developers. There is an understandable... Read more

    Read blog
    2 weeks ago
Footer Img Blue

Proudly working with...

  • On The Beach
  • Bauer Media Group
  • Boohoo
  • Brother
  • Charlotte Tilbury
  • Dentsu Aegis Network
  • Havas Media
  • Iceland
  • JD Sports
  • KMPG
  • Matalan
  • McCann
  • Missguided
  • Ocado
  • Shop Direct
  • The Co-operative Bank
  • Tyres on The Drive