CRM Data Lead

CRM Data Lead – Glasgow – up to £350 per day (Inside IR35 – Remote) Change Digital are currently working closely with a multinational company and a leading global health services provider who are looking for experienced CRM Data Lead to join their existing team. Duties and responsibilities: Lead and own the development and execution of retention, cross-sell, upsell, and renewal campaign strategies to improve customer value and profitability, ensuring alignment with business objectives and brand values. Craft innovative customer campaign journeys leveraging identified opportunities, focussing on dynamic content suitable for the target audience and optimisation to drive continuous improvements to maximise ROI. Develop strategies to support each segment’s onboarding and renewal journeys. Integrate engagement activities into the core business strategy. Ensure all campaigns are data driven; this requires both a relentless pursuit of data to inform campaign strategy as well close collaboration with Data & Analytics and Actuarial teams to review the impact of Customer Engagement on business KPIs. Ensure processes are in place to size opportunities and embed tracking and measurement of KPI’s. Lead the evaluation all activity to demonstrate the value to the business. Work cross functionally with various departments – including but not limited to: Analytics team to develop the right analytical tools to support activity; such as propensity modelling, next best product, and value segmentation. Product team on the marketing of new product features or solutions that help achieve our cross-sell and up-sell objectives. Sales and Client Management to align campaign planning to Commercial objectives. Operations to identify opportunities to improve cost. Manage agencies, optimising the in-life customer engagement marketing budget across digital and traditional channels (e.g. e-mail, SMS, Online Portals) to give the best ROI. Direct report management when applicable. About you Highly commercial and numerate. Ability to work collaboratively and constructively with cross-functional stakeholders to influence change in a rapidly evolving business. Comfortable working with targeting and CRM tools. Has a deep understanding of Loyalty and CRM strategy. Familiar with CRM best practice, such as target versus control analysis, air traffic control and contact strategy, engagement modelling, A/B testing. A proactive individual who can challenge the status quo and be relied on to deliver. Ability to prioritise, communicate effectively with diverse groups, and rapidly change direction as priorities shift. Can consistently drive results. Creative and innovative mind set. Strong interpersonal skills with excellent written and verbal communication. Key skills and requirements Experience working with a transactional customer database essential. 7+ years’ experience in customer engagement and in-life targeted marketing. Experience working in organizations with an emphasis on Database marketing, working with analytics to develop: Targeting tools such as selection criteria and propensity modelling. An understanding of the existing customers base such as product penetration, customer segmentation. A measurement approach to track performance against defined KPI’s, and attribute performance to channels to optimise the marketing budget. Has experience working with CRM platforms such as Eloqua, Salesforce Marketing Cloud, Unica IBM, Pega NBA. This role is urgent in nature so please email your CV to mitesh.fatnani@change-digital.co.uk or call 077 375 38 248 for more information.