CRM Executive

Location: 1 day a week in London, short walk from Blackfriars

Salary: Up to £40k base plus bonus and benefits, which includes big travel concessions.

You will be joining a travel company, one which is UK focused and has a diverse audience ranging from students, families and the elderly, reflecting a portfolio of products tailored for each. You will be supporting the demand generation side of the marketing team which is a commercially focused division, made up of paid performance media, CRM and marketing automation, commercial management, customer engagement and data insight.

The role is straightforward, you will be managing all ad-hoc email campaigns for this travel client. They send out roughly 2 or 3 emails per week to targeted customer segments. You would be responsible for building the emails and getting the campaigns executed. In order to be effective, you're going to need to have Salesforce Marketing Cloud experience. Their marketing automation capabilities and journeys within Salesforce are well established, but will require at least a basic understanding of how to build and tweak journeys in order to ensure everything continues to run as expected. Plus the ability to understand flow maps.

Once you're settled, you can expect to pick up the pace on creating and running tests in order to optimise customer experience and drive continuous improvement to campaign results. You will work with data to leverage market, competitor and customer insights, utilising these to help educate campaign decisions. Helping to come up with ideas for promotional opportunities by marrying customer needs with the commercial opportunity. Setting up and running tests on campaign concepts through A/B tests as well as MVT to see what works most effectively before moving to large-scale rollout. There's agency support for all this too, with technical resource on hand who are able to support with the build and optimisation side in Salesforce Marketing Cloud.

Operationally, the company operates a hybrid working model with 1 day a week based in their offices near to St Pauls in London. They also offer a flexible work time set up, where you're able to slide start times between 8-10am and reflect a finish time between 4-6pm each day. This is regardless of whether you're in office or working from home. They also provide a significant concession towards travel costs when you are commuting.

• Manage the engagement CRM calendar across all brands to ensure a consistent and weighted programme of campaigns are being delivered to the right customers at the right time.
• Liaise with product owners and external partners to plan engagement CRM campaigns to inspire additional journeys, drive affiliate partnership revenue and maximise lifetime value of customers.
• Leading on customer segmentation for all engagement emails, tailoring content to reflect the audience.
• Management of all aspects of the email service provider, optimising for best delivery & bounce rate, ensuring a robust unsubscribe process.
• Lead on development initiatives to improve the efficiencies and performance of engagement emails.
• Support the CRM Manager with email build for retention, welcome and in life activities when required.
• Email copy writing and content creation, creating corresponding web landing pages as required.
• Modify and create email creative assets as when required based on creative toolkit.
• Act as the primary knowledge holder for Engagement CRM.
• Track, report and forecast campaign performance on periodic basis.
• Present findings and plans to the wider team in the retentions meetings.
• Report on campaign performance and trends to wider business and senior management team.
• Use insights to direct the always on test and learn approach to email optimisation and increase return on investment.
• Develop and maintain effective collaborative and cross-functional working relationships with partners, suppliers and product owners.
• Lead opt-in rate reporting, review and testing to increase opt in rate and reduce attrition.
• Collaborate with CRM & acquisition team members to maximise cross and upsell opportunities and align with their activity.
• Take ownership of performance management for tracking email engagement activity.

• Knowledge and experience using a marketing automation tool (SFMC).
• Building customer journeys, applying test and learn strategies and appropriate performance measurement.
• Previous knowledge or experience of SFMC, with some knowledge of AMPscript too.
• Commercial thinker with a good understanding of how to drive sales using marketing tools and campaigns.
• Previous line management experience useful but not essential.
• Analytical and data driven.
• Good problem solving skills.

To apply, applicants must have the right to live and work in the UK. Apply with your CV or share a LinkedIn profile that includes detail around your experience and achievements.