Group CRM Manager

We’re looking for a dynamic, data-driven and customer-obsessed CRM Manager to join our client’s Marketing team! The CRM Manager drives the creation, implementation, and management of innovative and effective CRM and campaigns for their respective brands to improve customer experience and increase customer retention, purchase frequency, brand engagement and lifetime value.

Reporting to the Group Chief Marketing Officer, the CRM Manager works closely with the brand teams and broader business to understand the business’ requirements, partners and customer segments, and accordingly crafts CRM and campaigns that add value to the various customer segments, the business and its partners.

The role has visibility to marketing and company leadership, so strong presentation skills and the ability to lead informed debate on all aspects are critical, along with strong influencing skills and a demonstrated ability to collaborate across functions.

ROLES & RESPONSIBILITIES

• Plans, strategises and manages all CRM campaigns across all 4 brands, to achieve business objectives:
  • In collaboration with the brand teams, identifies relevant and actionable customer target segments
  • Works collaboratively with the brand teams to conceptualise CRM campaigns and develops effective communication per customer segment, that increases consumer engagement, builds our brand and drives business objectives (upselling, cross-selling, increasing frequency and basket size)
  • Conceptualises and implements automated and high-touch personalisation efforts, including lifecycle and reward notification campaigns, as well as member digital experience, and in-store collateral/touchpoints (in collaboration with brand teams)
  • Expands the reach/value of campaigns to drive ongoing customer acquisition, encourage active program participation, and encourage lapsed members to re-engage
  • Works closely with the functional marketing and brand teams to implement opportunities for our brands with partner brands.
  • Works with the Tech team to manage the day-to-day running and maintenance of all databases and CRM tools
• Leads the development and management of loyalty programmes, along with their integration into CRM campaigns.
• Continually innovates and evolves the 4 brands’ loyalty and CRM programmes, to deliver a best-in-class customer experience:
  • Develops and maintains reporting and analysis to deliver actionable insights to measure programme and campaign performance, and inform future business plans and programme initiatives, in collaboration with BI and brand teams
  • Identifies improvements in current tech stack and external new CRM automation tools that can improve the CRM UX journey for customers, and works with the Product team to implement these

KEY REQUIREMENTS

Qualification & Experience

• 4 – 6 years’ digital CRM experience
• Degree or diploma in Marketing or Advertising, or related field

Skills & Competencies

Must Have

• Strong data analysis capabilities, with experience using a data analysis tool such as PowerBI or Qlikview
• Experience working with the CRM tool, Active Campaign
• Data-driven, creative and analytical approach to solving problems
• Strong interpersonal skills and ability to collaborate well with others through effective communication
• Highly organised and good attention to detail
• Customer focused, with a knack for coming up with fresh ideas to surprise and delight
• Ability to work in a fast-paced environment, adapting quickly to changing business conditions
• Ability to take initiative and work autonomously

Advantageous

• Experience working with loyalty programmes
• Experience implementing a CRM tool that integrates with tech

Salt is acting as an Employment Agency in relation to this vacancy.