At a Glance
- Tasks: Lead payment communication strategy and optimise transactional messaging for subscribers.
- Company: Join a dynamic team in London focused on enhancing customer journeys and retention.
- Benefits: Enjoy a hybrid work model with a competitive salary up to £48,000.
- Other info: Hands-on experience with tools like Salesforce Marketing Cloud or Adobe is essential.
- Why this job: Shape customer experiences at scale while making a measurable impact on revenue.
- Qualifications: Strong experience in CRM strategies within subscription or recurring revenue environments required.
The predicted salary is between 48000 - 48000 £ per year.
This is a high impact role for someone who enjoys shaping customer journeys at scale and making a measurable difference to revenue and retention. You will own how subscribers are communicated with around payments and renewals, using data and automation to reduce churn while improving the overall experience.
Responsibilities
- Lead the end to end payment and renewal communication strategy across all subscriber touchpoints
- Design and optimise transactional messaging such as payment confirmations, renewal reminders, and failed payment journeys
- Build automated, cross channel flows to recover failed payments and reduce payment related churn
- Partner closely with product, engineering, and billing teams to ensure data triggers are accurate and real time
- Segment customers by payment method and risk profile to deliver highly relevant and timely communications
- Track and report on performance metrics such as payment success rates and recovery, using insight to drive continuous improvement
- Run testing on messaging and timing to improve engagement and outcomes for at risk customers
Qualifications
- Strong commercial experience delivering CRM, lifecycle, or retention strategies in a subscription or recurring revenue environment
- Hands on experience with CRM or customer data platforms such as Salesforce Marketing Cloud, Adobe, Braze, or similar tools
- Confidence working with complex billing or payment data and turning insight into clear customer communications
- Ability to work cross functionally with technical and non technical stakeholders
- Strong organisational skills with the ability to manage multiple initiatives in a fast paced environment
CRM Manager employer: Harnham Search & Selection
This role is based in London, offering a hybrid work environment. The team focuses on optimising customer journeys and reducing churn through data-driven strategies, making a significant impact on revenue and retention.
Contact Details:
Harnham Search & Selection Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land CRM Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Harnham Search & Selection. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Harnham Search & Selection before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CRM Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Harnham Search & Selection:Your cover letter is your chance to shine! Tell us why you want to work at Harnham Search & Selection specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Harnham Search & Selection!
How to prepare for a job interview at Harnham Search & Selection
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
