We are seeking an experienced CRM Manager to join a dynamic Marketing & Digital Team. This is a fantastic opportunity to lead retention marketing efforts in an omni-channel environment, leveraging data-driven insights to enhance customer loyalty and value.

About You

• Experience: 3+ years in a CRM role with proven success in loyalty/CRM strategies and implementing data-driven marketing initiatives.
• Data-Driven: Strong track record in translating multiple data sources into actionable customer insights to drive decision-making.
• Customer-Centric: Deep understanding of customer behaviour and value drivers within retention models.
• Tech-Savvy: Confidence using email and marketing automation platforms, on-site personalisation tools, SMS, and direct mail.
• Analytical & Detail-Oriented: Process-driven mindset with excellent analytical and Excel skills to interpret and report on data insights.
• Collaborative & Proactive: A self-starter and team player, confident working across stakeholders to deliver impactful results.
• Organised: Skilled in planning, prioritising tasks, and monitoring performance to achieve objectives.

Key Responsibilities

• Team Leadership: Manage and develop a customer data analyst to support CRM objectives.
• Retention Strategy: Develop and implement CRM and loyalty marketing strategies to drive purchase frequency and customer value.
• Data Insights: Analyse customer data and share performance insights with actionable recommendations for retention improvements.
• CRM Growth: Plan and drive growth in the CRM database within an omni-channel environment.
• Communication Flows: Optimise email and automated communication flows, creating new flows based on insights in timing, targeting, and content.
• Creative Briefing: Develop creative briefs for designers and copywriters to produce effective, high-quality assets.
• Technology Management: Manage third-party technology partners and oversee a strategic roadmap for improving customer experiences through technology.
• Testing & Optimisation: Lead A/B testing to refine engagement strategies and content.
• Customer Experience: Monitor NPS and customer feedback, identifying areas for improvement to enhance customer satisfaction.
• Competitor Analysis: Stay ahead of market trends by monitoring competitor campaigns and shaping future strategies.

Whats On Offer

• Flexible Working: Hybrid model with 3 days on-site and 2 days remote per week.
• Generous Benefits:
• Colleague discount
• Company pension
• Healthcare
• Paid maternity and paternity leave
• Sick-pay scheme
• Wellness initiatives
• Flexi-Wage: Choose your own pay cycle!

This role is perfect for a results-driven CRM professional who thrives in a fast-paced, collaborative environment and is passionate about leveraging data to build meaningful customer experiences.

Apply now and become part of a team shaping the future of customer loyalty and engagement!