Role: CRM/eCRM Account Director (CRM Campaign Strategy Manager)
Working set up: Hybrid working – in office once or twice a week typically
Location: Offices close to Manchester Airport
Salary: £55,000 to £65,000 base plus pension, healthcare, life assurance and lots more

You’ll be joining a multi-channel retailer, but as part of their embedded agency team who help them oversee and execute an existing customer loyalty programme. This includes all customer lifecycle communications and engagement comms.

Overall it’s a team of up to 10 people from the agency who provide support on both from a CRM and loyalty strategy perspective, which will include contact strategies, best use of first and third party data, creative, content and channels. As well as CRM ops too, getting into customer journeys and optimisation of campaigns.

As the Account Director, you will be taking on a role which needs to balance consultancy with the client, providing thought leadership and ideas which can enhance as well as continuously improve the CRM and loyalty strategies. As well as oversee the day-to-day running of the client account to ensure teams are delivering to client expectations. Everything not just meets, but beats the deadlines, and are also able to work with the client to identify new opportunities for the agency to add further value to them.

Currently, the main channels are email based for customer comms, with some in-app messaging and website personalisation.

The main platform used is Salesforce Marketing Cloud. So a degree of proficiency/knowledge of this will be highly beneficial to be able to add immediate value to the team.

The programme targets their community of animal lovers and is designed to drive loyalty and engagement which leads to repeat purchase and incremental growth in customer value over time.

Ensuring best application of data strategies in order to deliver highly effective targeting, content personalisation and in turn, customer experiences through optimised customer journeys across all relevant CRM channels.

Although a senior remit within the team, there isn’t a requirement for management of a team here. It’s more subject matter leadership with the client, consulting on best practices within CRM. As well as project leadership and oversight of the agency CRM team through indirect matrix leadership of the creative, content, CRM ops teams.

To be successful in this role, you’re going to need a couple of things:

Key Experience Needed

• Good knowledge of email marketing within a B2C/D2C CRM and loyalty marketing environment
• Ideally have some Agency/Consultancy experience in CRM/Loyalty and email marketing under your belt
• Prior experience of working with SFMC, or similar sophisticated marketing automation platforms (e.g. Adobe, Braze)
• Previous management/mentoring experience of more junior members of a team
• Solid CRM planning and strategy skills, with good knowledge of comms planning, journey planning, campaign execution, which will naturally need to include content and creative oversight
• Good knowledge of test and learn, as well as optimisation strategies within CRM
• First-rate communications skills, with the ability to be articulate in person and in writing and strong presentation skills with an innate rapport build
• Highly creative with the ability to generate ideas and practically contribute to studio output.

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