CRM Manager

Reporting to the Senior Client Communications Manager you will be responsible for defining, building and delivering automated and digital end-to-end client journeys, client communications and campaigns. You’ll always seek to optimise touchpoints to maximise client satisfaction, engagement and client value. This includes assessing, introducing and embedding any digital software/CRM systems/email platforms that are deemed appropriate for this purpose and ensuring integration capability with existing systems and processes already in place.

You’ll define key triggers in the client experience and lifecycle to create marketing and service touchpoints to drive growth and engagement in line with business objectives. You will assess the effectiveness of these touchpoints and report on engagement and response, creating a constant cycle of continuous test, learn and improve.

You will enhance brand advocacy for the suite of the company’s brands, by delivering a great client experience via tailored, timely and relevant messaging, creatively executed., + Develop suites of email templates to help deliver the businesses requirements.

• Build optimum client journeys for our Online Account email workflows.

• Develop client feedback mechanisms to build two-way engagement and continuous client understanding and insight to inform future decisions and campaigns.

• Determine success criteria for campaigns and ensure measurement of effectiveness and reporting on performance.

• Report on campaign performance and success.

• Build campaign dashboard that sets out campaign metrics and tracking.

• Understand and advocate for the clear communication of the brand and work collaboratively to ensure campaign consistency across channels.

• Collaborate with the digital marketing team to understand and shape integration and utilisation of our website as a part of the client experience and campaign delivery.

• Collaborate with other team members responsible for acquisition, client engagement, content, social media, and adviser teams in order to ensure CRM strategy is considered as part of our wider client experience delivery

• Define optimum client journeys using client segmentation and insight to drive different client pathways, personalisation and suites of communications for appropriate successful outcomes

• Work with business stakeholders and the BI team to determine data requirements and data supply for campaign fulfilment, including ensuring data accuracy and compliance to GDPR requirements

• Manage the building, scheduling, testing and optimisation of email campaigns

• Embed best practice in test and learn to optimise campaigns through incremental assessment and building of understanding of what works effectively

• Work with the wider communications team to determine messaging and content plans appropriate to those client journeys and implement through effective campaigns including writing and creating effective email campaigns.

• At least 4 years automated marketing experience preferably in a service industry

• CRM campaign deployment and analysis

• Experience working with an Email Service Provider (ESP) is essential

• Knowledge & experience working with and deploying CRM systems (such as Hubspot or Salesforce).

• Ability to write effective email content and interpret brand into email execution.

• Experience working within financial services or a regulated industry would be desirable, but not essential.

• Highly numerate and analytical.

• Customer segmentation experience is desirable.

• Commercial awareness and strong communication skills.

• Strong stakeholder management experience and a team player.

• Ability to work at a fast pace and independently.

• Highly self-motivated and driven.

• Basic knowledge of HTML coding is an advantage.

This is an impressive business offering a supportive work environment with opportunities for both personal and professional development.

Some of the benefits:

• Holiday Entitlement-25 days rising to 28 over 5 years

• Holiday purchase scheme – 5 days and carry over 5 days into the following year

• 3-4 days over Christmas – offices close

• A day to celebrate your birthday, A day to move house, A day for your wedding

• Pension-7% employer / 5% employee contribution

• Private Medical Insurance (PMI) -MHD with optical & dental cover(no upper age limit)

• Group Income Protection (GIP) -75% of salary (to state pension age)

• Death in Service (DIS) -4 x salary (to age 70)

• Critical Illness Cover (CIC) -£10k cover (to age 70)

• Bonus scheme

• Professional qualifications, study, training and development

• And many more…..

There are many more benefits – Get in touch to find out more about their benefit package, the organisation, and this career opportunity.

To apply for this role please contact us at:

Mags Rendle 0203 640 2133

mags@digitalrecruitmentcompany.com

www.digitalrecruitmentcompany.com