The CRM Team forms part of the Customer Growth department and is responsible for taking customer, campaign and channel insights and using them to devise a global strategy for engaging, converting and retaining customers via targeted messaging across all touchpoints.

Always thinking data-first, the CRM Manager will help to develop and deliver the customer-centric strategy across our owned marketing channels. They will do so by leveraging CRM insights, technologies and best practice. They will work closely with many teams including Audience, Customer Marketing, Trade, AMG, Insights and of course their own team CRM.

The CRM Manager will manage a small team so will require the ability to delegate and prioritise team workload, communicate plans and how decisions are made. A pivotal element of the role is supporting the marketing side of the CRM team with best practise, troubleshooting and automated approach to deliver communications. The right candidate will possess strong technical skills whilst also being a strategic thinker and an inspirational manager, always striving to push boundaries. 

They will report to the Head of Customer Marketing and Growth.

The Details 

• Development of a multi-touch point, multi-channel communications strategy, spanning emails, push notifications, in-app messaging, SMS and on-site messaging
•  Oversee and support the management of the day-to-day production of multi-channel comms. This includes scoping the initial requirements and briefing the creative and content teams, through to data mining, audience building, deployment of the comms and the granular reporting which is shared with all activity stakeholders 
• Deep dive into customer, campaign and channel data, identifying opportunities to target new customer segments to drive a desired behaviour and to inform and evolve the direction of the BAU strategy 
• Analyse past priority campaigns and key trading moments to understand the CRM performance of these activities and based on this, clearly define how you will build on the results for the next iteration 
• Initiate a test and learn strategy to optimise the comms effectiveness
• Lead cross-functional projects; assessing workloads, judging areas of risk and gauging progress to ensure that objectives are met and deadlines are adhered to
• Derive and develop highly personalised communications
• Discover new functionality and/or new tools that could elevate the innovation in our comms 
• Develop an in-depth knowledge of our comms technologies in order to troubleshoot and solve difficult, sometimes technical problems, as well as to find process efficiencies where possible 
• Build solid relationships with cross-functional teams in the Customer Growth department and wider departments to enable the successful delivery of the Customer Growth vision together 
• Develop a clear understanding of business challenges and pro-actively recommend initiatives which would support these 
• Manage, support and inspire the CRM Executives, building a clear development roadmap for them based on objectives that both stretch and compliment their knowledge 
• Supporting our culture by driving Diversity, Equity & Inclusion strategies.