At a Glance
- Tasks: Lead CRM and CRO strategies for top UK media brands, driving customer engagement and subscription growth.
- Company: Join Immediate, home to beloved brands like Radio Times and Good Food.
- Benefits: Enjoy 25 days holiday, flexible working, and a vibrant office culture.
- Other info: Embrace a diverse workplace that values inclusivity and personal development.
- Why this job: Make a real impact in a dynamic environment with innovative marketing strategies.
- Qualifications: 7+ years in CRM marketing, strong analytical skills, and team leadership experience.
The predicted salary is between 100000 - 100000 € per year.
Immediate is home to some of the biggest and most loved consumer brands in the UK, including Radio Times, Good Food and BBC Gardeners World magazine.
About the role
Join our dynamic team on a fixed term contract as Director of CRM & CRO for an industry-leading media business driving some of the largest subscription businesses in the UK. You will oversee the CRM/Customer Journeys team, set strategy, foster innovation, and implement industry-leading best practices to drive end‐to‐end customer journeys supporting subscription acquisition and retention, advertising revenues, and traffic referrals through driving anonymous‐to‐known customers and deepening engagement. The role is highly collaborative and sits in a matrix organisation where you partner with Brand Owners and Product & Tech teams.
Strategic Leadership
- Set strategy for customer next best action, including Anonymous‐to‐Known, Conversion to Paid, Upsell, and Cross‐sell, via all CRM channels across multiple consumer brands.
- Define the end‐state vision for CRM & CRO that supports our 5‐year plan, linking platforms, campaigns, and marketing propositions to maximise commercial return.
- Set the standard for delivering market‐leading best practice and define the strategic roadmap to support our growth strategy across multiple revenue streams.
- Grow first‐party data, including email newsletter subscribers, prioritising areas with commercial return.
- Set performance targets for conversion‐rate optimisation, email newsletter engagement, and all commercial outcomes from customer touchpoints.
- Lead the team responsible for insourced subscription management to maximise ROI from new market‐leading SaaS platforms, including Zuora and Zephr.
- Enhance and improve the customer experience when customers interact with our online self‐managed subscription tools and outsourced customer contact centre.
Incremental Value and Commercial Opportunities
- Deliver incremental value through nurturing and cross‐marketing to known audiences.
- Identify and exploit commercial opportunities to increase average revenue per customer through cross‐selling and up‐selling.
Collaboration and Technology Integration
- Work with the technology/product team to ensure the marketing technology stack delivers desired outcomes, including personalisation, AI and machine learning, and provides a competitive advantage.
- Create commercially focused CRO subscription experiences driven by data, with a focus on continual improvement.
- Collaborate with the advertising team to understand commercial briefs and integrate brand partners into CRM strategies.
Team Building and Culture
- Build and lead high‐performing teams.
- Create a team culture of innovation and testing to constantly improve performance.
- Foster a customer‐centric culture.
Hitting or Exceeding KPIs
- Set strategy and delivery plan for subscription conversion targets.
- Set strategy and delivery plan for Anonymous‐to‐Known targets.
- Set strategy and deliver a programme of continuous improvement to hit churn/renewal targets.
- Define and implement engagement activity to hit weekly active user targets.
- Lead the team to deliver against revenue per user targets.
- Set strategy and lead the team to deliver CRM portion of set Customer Lifetime Value targets (to be defined).
Requirements
- 7+ years of experience driving commercial returns through lifecycle and CRM marketing, driven by marketing analytics.
- Expertise in email newsletter strategy with a proven ability to drive commercial outcomes.
- Proven track record of managing and mentoring teams, setting performance goals, and optimising budget spend.
- Familiarity with CRM platforms, particularly CDPs like Twilio Segment, and CEPs like Braze, and data‐visualisation tools like Tableau or Looker.
- Strong analytical skills, including proficiency in SQL and data‐driven commercial decision‐making.
- Understanding of the consumer lifecycle and subscription business model.
- Excellent interpersonal, communication, and presentation skills.
Benefits
- A relaxed working environment with regular socials, including a summer festival.
- Supportive well‐being initiatives and benefits, talks & workshops, and mental health first aiders & champions.
- 25 days holiday plus a day for your birthday. Offices closed between Christmas and New Year's in addition to your annual entitlement.
- Tailored training and development through our in‐house learning platform and LinkedIn Learning.
- A progressive and transparent culture focused on your development.
- Flexible/hybrid working plus early finish Fridays.
- Cycle‐to‐work scheme.
- Enhanced family policies including paternity, adoption and surrogacy leave. We also provide a pregnancy loss, fertility, and carers policy.
- Competitive pension plans and life assurance.
- A newly renovated modern office with lots of collaborative spaces.
Equal Opportunities
People are at the heart of our business and creating a diverse and inclusive working environment is important to us. Immediate is an equal opportunities employer. We'll never treat anyone less favourably because of sex, gender reassignment, pregnancy and maternity, marital or civil partnerships, sexual orientation, race, nationality, ethnic origin, age, religion or belief, or disability. We also support applications from those returning to work after a career break, maternity leave or caring responsibilities.
CRM and CRO Director, 12 month fixed term contract in London employer: Immediate
Immediate offers an exceptional working environment for the CRM and CRO Director role, characterised by a culture of innovation and collaboration. Employees benefit from tailored training opportunities, flexible working arrangements, and a strong focus on well-being, all within a newly renovated office that fosters teamwork. With a commitment to diversity and inclusion, Immediate is dedicated to supporting your professional growth while ensuring a rewarding work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land CRM and CRO Director, 12 month fixed term contract in London
✨Network Like a Pro
Get out there and connect with people in the industry! Attend events, join online forums, and don’t be shy about reaching out to folks on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can land you that dream job.
✨Show Off Your Skills
When you get the chance to chat with potential employers, make sure to highlight your achievements and how they relate to the role. We want to see how your experience in CRM and CRO can drive results for their business. Be ready to share specific examples!
✨Prepare for the Interview
Do your homework before the interview! Research the company, understand their brands, and think about how you can contribute to their goals. We love candidates who come prepared with questions that show they’re genuinely interested in the role and the company.
✨Apply Through Our Website
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we’re always looking for passionate individuals who can help us innovate and grow in the CRM and CRO space.
We think you need these skills to ace CRM and CRO Director, 12 month fixed term contract in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the CRM and CRO Director role. Highlight your achievements in driving commercial returns and managing teams, as these are key to what we're looking for.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how your background makes you the perfect fit. Don't forget to mention your experience with CRM platforms and data-driven decision-making.
Showcase Your Analytical Skills:Since this role requires strong analytical skills, be sure to include examples of how you've used data to drive marketing strategies. Mention any tools you're familiar with, like SQL or data visualisation software, to show us you're up to speed.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you're keen on joining our team!
How to prepare for a job interview at Immediate
✨Know Your CRM and CRO Inside Out
Make sure you’re well-versed in the latest trends and best practices in CRM and CRO. Brush up on your knowledge of platforms like Twilio Segment and Braze, as well as data visualisation tools like Tableau or Looker. Being able to discuss these in detail will show that you're not just familiar with the concepts but are ready to lead.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed and mentored teams in the past. Think about specific instances where you set performance goals and optimised budget spend. This role is all about collaboration and team building, so demonstrating your leadership style will be key.
✨Be Data-Driven
Since this position requires strong analytical skills, come prepared with examples of how you've used data to drive commercial outcomes. Be ready to discuss your proficiency in SQL and how you've made data-driven decisions in previous roles. This will highlight your ability to link strategy with measurable results.
✨Understand the Consumer Lifecycle
Familiarise yourself with the consumer lifecycle and subscription business model. Be prepared to discuss strategies for customer acquisition, retention, and upselling. Showing that you understand how to nurture customer journeys will demonstrate your fit for the role and your strategic mindset.
