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Job description

CRM Team Leader

CRM Team Leader

Up to £36,000


Forward role are working with one of the biggest and most well-known brands on the high street to recruit a CRM Team Leader. You will be managing 4 direct reports who are part of the team that specialise in creating promotional and insight-based campaigns and engaging communications, you will show solid creative, leadership and analytical skills.

Knowledge of the external market and the activity of competitors will also be essential in the constant enhancement of customer journeys and promotional offers.

As part of a wider team you will be providing a refined multi-channel CRM strategy to make sure customers keep their active status whilst enhancing a customer’s lifecycle though promotions and clear campaign targeting.


  • Together with the Assistant manager you will make sure the team deliver on the departments overall strategy outlined by the Head of Department
  • You will be knowledgeable about Product Level and Campaign KPI opportunities to improve future campaigns, performance and trends and regularly report back on these.
  • Generate and launch a set of attractive offers which are tailored to the customers segments and deliver against KPI’s. Continuous testing and improving is required for optimal results.
  • Get involved in all areas of CRM to improve the customer experience, this includes communication delivery, audience selections and post campaign analysis and insights.
  • Oversee all campaigns from the planning stage right through to execution and evaluate performance to drive optimised strategies
  • Recognise customer segments and clusters through analysing the database for tiering within product verticals.  
  • Put in place a cross-sell strategy by carefully analysing the behaviours of customers and manage the execution of multichannel
  • Collaborate with the product teams to make sure all the requirements of the stakeholders are being met, and making sure they are both following a clear strategy and any synergies / efficiency gains are being achieved.
  • Push forward your team to deliver and develop appropriate communication strategies including segmentation, personalization, channel selection and targeting
  • Collaborate with the communications team to make inventive multi-channel communications
  • Make sure the team maintain comprehensive analysis into competitor’s outbound and on-site communication and promotional activity. 
  • Generate and oversee multi-touch, automated, targeted customer lifecycle email marketing programs relevant to the active base
  • Make sure all communications and campaigns fall within agreed compliance guidelines

Person Specification

  • Minimum of 2 years’ experience in CRM or Email Marketing or Digital Marketing, or educated to degree level, ideally in a marketing or business related subject
  • Knowledge and an interest in online gaming and marketing
  • Good communication and leadership skills
  • Understanding of the principles of customer segmentation
  • Excellent organisational skills and ability to multi-task
  • Strong Excel and analytical skills
  • Results-driven and commercially aware
  • Meticulous eye for detail
  • Ability to work under pressure, to precise best practice guidelines while meeting deadlines.
  • Self-motivated, uses initiative and ambitious
  • Team player, sociable, can quickly adapt to change

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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