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Job description

Head of CRM

  • Location

    Manchester

  • Sector:

    Marketing & Communications

  • Job type:

    Permanent

  • Salary:

    £70k - 90k per year

  • Contact:

    Guy Walker

  • Contact email:

    guy@Forwardrole.com

  • Contact phone:

    0161 914 8558

  • Job ref:

    53321

  • Published:

    almost 2 years ago

  • Expiry date:

    2022-07-21

  • Consultant:

    Guy Walker

Head of CRM

Fintech

£70,000-£90,000

Manchester city centre (flex working)

Are you looking for a role where you can lead on some really meaty projects? A challenge that you can be proud of?

This progressive fintech, going through some hugely positive changes is looking for a Head of CRM to set the agenda for CRM within this entrepreneurial business for the years ahead.  You will not be a tiny cog in a corporate machine, but a key part of the business and instrumental in its growth. They believe that people work more productively and imaginatively when they are free from rigid hierarchy and structures. Re-platforming the business and setting up a robust CRM practice is an immediate requirement

Role Responsibilities:

  • Responsible for the overall development and execution of CRM strategy to welcome new prospects, re-activate those not taken up or previously declined, drive repeat purchase and referrals and to maximise life time value from every customer. 
  • End to end responsibility for the delivery and development of all CRM campaigns through all existing channels & seeking opportunities to utilise new channels.    
  • Manage the end to end customer communication strategy ensuring all comms delivers ‘on brand’ engagement.
  • Work closely with the wider marketing and product teams to co-ordinate promotional messaging and customer experience and engagement across the business.
  • Own upsell/cross sell volume through in life attachment or post-paid campaigns.      
  • Develop detailed segmentation work on existing customers so they can better understand customer behaviour and build propensity models to drive the communication strategy
  • Management and development of 3rd party promotional relationships driving added value for their customers.
  • Develop engaging, impactful and personalised campaigns that drive superior customer experience and ultimately drive commercial objectives.
  • Championing a customer focused culture, delivering the relevant service to the customer, whilst seeking and acting on feedback to make continuous improvement to customer experience.  Manage the market research requirements for the business focusing on customer satisfaction and driving change on the back of customer feedback.
  • Manage and develop the CRM team.
  • Management of the CRM budget ensuring costs are forecast and managed.  
  • Supporting the sales & operations team developing and enhancing the sales communications strategy.

Skills & Knowledge Required:

  • Strong track record in the development and delivery of complex CRM multi-channel strategies.  
  • Experience of working in a REGULATED environment
  • Excellent understanding of how messaging can drive customer behaviour and experience with a passion for innovation in the CRM space
  • Extreme attention to detail
  • Outstanding influencer
  • Excellent stakeholder Management
  • Willingness to go beyond the call of duty to get the job done
  • Experience of managing sales pipeline communications
  • Excellent cross functional project management skills

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