CRM Campaign Manager
Location: Hybrid working, Central London offices, 10 days in every month.
Salary: £55,000 - £65,000 plus 10% bonus, pension, healthcare, life assurance, etc.
Team Management – 3 reports

What if you were responsible for overseeing the ideas. Coming up with the CRM strategy and helping your team to plan, execute and optimise these kinds of campaigns to a massive customer base (we’re talking tens of millions). Looking to drive customer conversion and renewals for a range of financial services related products.

Could you come up with creative ideas which would push the envelope, yet still conform to the required FCA guidelines?

Could you train and support your team to do the same?

Right now, the company’s going through something of a reimagining of their CRM and customer communications programme, completely re-thinking the CRM strategy from the ground up.

CxM is a massive play for them over the coming year plus, as they look to significantly overhaul how they go about delivering CxM to customers – the customer journeys, messaging, channels – all personalisation, data which enables it, all the triggers, the works.

They’ve brought in new tools to support this, embracing and testing the potential AI could bring to the table, coupled with dynamic content, and a new customer data platform.

The team you’ll be joining is responsible for two aspects of their CxM capabilities – CRM strategy and planning, as well as campaign management.

Your role will cover both of these aspects, whilst also overseeing a team of 3. Helping them deliver on their role objectives, giving appropriate guidance and direction where needed. Whilst also facilitating the kind of test and learn environment which enables people to try new things without fear, so long as proper checks and balances are in place.

As the idea is to create an environment of inspiration which leads to innovation. Which in turn enables the company to create a CRM practice which will become second to none in the industry.

ABOUT THE ROLE

You will be a team leader within the CRM function in a role which will bias towards CRM campaign planning and campaign management, including the execution of multi-channel marketing strategies and tactics for driving customer relationships with the goal of driving customer value growth and engagement.

The emphasis will be on CRM strategies, working on the management of campaign briefs and leading on the process towards getting campaigns up and out the door.

The primary channels are all digital, with email marketing being key, followed by in-app messaging and SMS.

Data will feature highly in your day-to-day – from informing CRM and campaign strategies, looking at target audiences, testing and optimising for performance. Coupled with its utilisation for personalisation within the campaigns themselves through opportunities for dynamic content.

Your team will be centred into the process side of campaign management. Pulling everything together. Getting the assets in line, approving proofs, quality assurance, oversight of creative and going through the quality control process, especially since a lot of communications have a regulatory oversight to them. So they need to be on point, all of the time, which means a strong emphasis on attention to detail.

You will be the inspiring leader who also gets involved in ensuring what the team is delivering is on point. Which will therefore involve your own inclusion with working with internal teams to ensure everything is running smoothly.

This will include coming up with ideas which could lead to better, more effective outcomes for campaigns. It can also include improvements to the teams ways of working. Either way, you’ll be encouraged to test theories and see whether their impacts will have positive impacts on business outcomes.

Ultimately the team’s ambition is to deliver a truly world-class CxM capability, and this means giving everyone a voice and ability to share it. Test ideas. Try different things.

About the company

They’re a consumer champion brand and a digital economy darling. A brand that’s been around for quite some time and are a household name, whose brand advertising will be known and recognised by everyone!

Mission driven, highly creative and commercially sharp. The last couple of years have seen the business realise significant commercial success, culminating in consistent outperformance of commercial goals and objectives which have put the company in a very strong position going forwards.

Their offices are located in Central London, within easy reach of a number of tube stations, not far from Shoreditch and Liverpool Street. But their working set up is hybrid, typically 2 days in office a week. The option is there to do more if you like, and their office is very much a destination worth going to. Modern, plush, creative, inspiring. In a great part of town and you’ll find you’ll be surrounded by like-minded people who enjoy spending time with each other (not just there because a of company policy).

Experience Needed

• Must have a solid background within a consumer CRM environment, with experience of managing a small team of CRM specialists
• Good understanding CRM comms planning and CRM strategies, including journey planning
• Good project management skills, and the ability to bring all the elements necessary as well as quality control, test and optimise campaigns to ensure they reflect best in class and will deliver on business objectives
• Good knowledge of A/B testing and email journey enhancement/optimisation. With the ability to utilise the data from these to improve CRM strategies
• Big picture thinking and the ability to step back from the coalface to come up with new ideas, see ways round problems and come up with solutions for yourself and team members
• Have a solid understanding of things like dynamic content and personalisation, and how the different martech tools can be utilised in CRM campaigns to deliver bespoke, highly personalised and effective 1-2-1 customer communications

Want to Apply? Here’s how:

You can share your Linkedin profile or email me a CV – it doesn’t have to be up to date, we can work on that once you decide you want to take this forward.

Or, for a chat and more information please contact me on:

Colin Doree
Head of Recruitment, Data & CRM
Blue Pelican
01892 507122
colin@bluepelican.com