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Job description

CRM Manager

CRM Manager

£35,000 - £45,000

Manchester (with flexible working)

A UK online retailer with heavy investment for growth is looking for a new CRM Manager to join their expanding Marketing team. This role will be one which you can make a sizable impact is a short period of time. There will be an initial data project and then the introduction of a new CRM system with relevant customer journey processes to then push loyalty, retention and reactivation of customers.

Key responsibilities:

  • Put the customer at the heart of CRM to ensure timely and relevant communications that increase web traffic, enquiries, sales, brand loyalty and ROI
  • Overseeing the implementation of a new CRM system, its maintenance & supplier relationships
  • Build highly efficient customer retention and reactivation CRM programs, from concept through to analysis.
  • Managing the build, scheduling, and distribution of all customer email activities, and a test-and-learn approach.
  • Identify and spot opportunities within our customer’s shopping behaviour to build automated campaigns to drive efficient sales revenue generation
  • Continuously monitoring customer segment KPI performance, and identify areas of opportunity for relevant campaigns
  • Working with the wider marketing and ecommerce teams to develop customer lifecycle roadmaps based on personas and purchasing patterns, and building marketing touchpoints to accelerate them.
  • Be responsible for building and implementing a customer loyalty program of activity
  • Managing a direct report (or matrix report) who will implement the broad range of high-volume CRM email campaigns that grow customer loyalty and increase their lifetime value to the business
  • Utilise data insights to help the brands optimise campaigns for maximum revenue creation and database engagement
  • Work towards aa single customer view and the ability to create propensity models to predict when customer segments will be in-market
  • Using a variety of tools and techniques to measure and analyse campaign and activity results and prepare substantiated management information reports for all stakeholders.

Person required:

  • Proven experience within CRM at this level
  • Proven marketing experience, ideally in a retail environment
  • Technical expertise in campaign setup, email communications, customer journeys, dynamic functionality, digital marketing analytics and other platform specific tasks.
  • Ideally experienced in working alongside an ecommerce team within an online retail business
  • Commercial acumen, self-starter & ability to manage stakeholders
  • Customer centric. Putting the customer at the heart of everything you do.
  • A data-driven decision making, analytical approach, with the ability to tell a simple story from complex data
  • Experience of providing insight and making recommendations
  • Strong attention to detail and a keen eye for design and layout
  • Great organisational and time-management skills, with the ability to work under pressure and to tight deadlines.
  • Proficient in Google Analytics and large-scale CRM systems
  • Have a clear understanding of how to leverage consumer behavioural, lifestyle, transactional, and demographic data in order to assist the business to deliver relevant marketing programs
  • Extensive cross-functional collaboration experience

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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