CRM Delivery Manager

Company Description

Informa is a leading academic publishing, business intelligence, knowledge and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100. Taylor & Francis Group operates globally and produces high quality, peer reviewed books and journals. We produce unique, trusted content by expert authors, spreading knowledge and promoting discovery globally. Our purpose is to foster human progress through knowledge.

Job Description

We have an exciting opportunity for a CRM Delivery Manager to join our fantastic Marketing Team! This role will expertly contribute to marketing business planning and outcomes within the global email strategy, delivering on corporate priorities and business opportunities. With a primary focus on engagement and demand generation, the CRM Delivery Manager will create and demonstrate email best practice, developing high-impact and personalized campaigns to drive content consumption and generate sales leads – based on briefs from the marketing planning teams.

Key Responsibilities

• Work with marketing planning teams to advise on best practice email plans, audience segmentation, and engagement strategies on assigned audience focus area.
• Use channel expertise to execute campaign/one-off emails (working with stakeholders in content and CRM teams).
• Measure campaign-level performance and report back to planners along with recommendations.
• Build, execute, test, learn, & optimize plans to improve email performance and share learnings with campaign planners and wider teams to improve campaign performance.
• Work closely with the other CRM Delivery Manager to take ownership of best practice use of the email channel.
• Manage team workflow and prioritization of the email calendar.
• Lead and manage special projects focused on enhancing marketing and advertising campaigns, including initiatives related to customer data analysis, segmentation strategies, and campaign innovation, ensuring alignment with business objectives and corporate priorities.
• Collaborate with marketing planning teams on strategy development, including planning for special projects and initiatives that align with corporate priorities and business opportunities.
• Manage budget and track spend for external list rentals and email services, ensuring efficient allocation and adherence to financial targets.
• Act as expert and be recognized as a thought leader inside T&F, influencing internal solution innovations, core marketing strategies, and external company perception.
• Demonstrate expertise in gathering and interpreting requirements and actively using data and insights to drive improvements in email marketing performance.
• Find innovative ways to integrate digital strategies and technology into best practices, with a customer engagement and demand generation.
• Lead, performance manage, and develop direct reports, fostering a culture of high-level performance, motivation, quality, efficiency and innovation in the team, while encouraging new ideas and constructive feedback.
• Effectively coach team members to deliver on commercial objectives and personal development goals.

Qualifications

• A high degree of understanding of market conditions and commercial opportunities.
• Expertise in email and automated marketing execution and understanding of the latest customer engagement tactics.
• Good knowledge and demonstrable experience of marketing automation tools (ideally Marketing Cloud and Pardot).
• Ability to deliver best practice email using Marketing Cloud and Pardot.
• Experience of planning, delivering, and reporting on business strategic activities that drive organizational growth.
• Ability to manage own time and set own priorities.
• Excellent relationship building, influencing, and networking skills.
• Dedication to learning and self-development.
• Demonstrable leadership and people-management skills.
• Successful experience in leading a delivery team, product portfolio, or customer channel.
• Excellent understanding of best practice email strategy, execution, testing, and campaign optimization.
• Ability to understand data analytics and turn insights into actionable strategies.
• Understanding of good data practices and legislation.
• Ability to gather and analyze customer and market data from multiple sources and make effective decisions based on it.

Additional Information

You must have the right to live and work in the UK to be considered for this role. We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at conference – you get the flexibility and support to work from home or remotely.

What we offer in return:

• A competitive salary + bonus.
• An excellent work/life balance with a fantastic, flexible working culture.
• 25 days annual leave per year plus a day off for your birthday.
• 3 additional discretionary days off during the holiday season at the end of the year.
• 4 paid volunteering days each year.
• Company funded single cover private medical insurance.
• Employee assistance programme – offering 24/7 well-being support.
• Share Match – Plan that matches every share purchased with two free shares.
• Pension scheme.
• Life assurance, plus optical and medical care.

The successful candidate will be able to utilise our balanced working model. We ask that candidates live within a commutable distance of our offices to ensure that as a balanced worker they can make it to our office locations to collaborate as required. There is an expectation for a minimum of 3 days per week in-person time, with those 3 days a week spent in our office in Milton Park, Oxfordshire. Please note that our Milton Park office will be relocating to Oxford city centre in late 2027 / early 2028, offering an exciting new workplace in the heart of the city.

If you have a disability, or face another barrier, and would like to request an adjustment to assist your participation in the hiring process and/or in the advertised position, please contact [email protected]. Your request will be dealt with in the strictest confidence.

Taylor & Francis Group, an Informa Business. We want all our candidates to shine in our recruitment process. Please let us know if there is anything we can do to ensure you can show us your best self.

Being Yourself at Taylor & Francis: If you’re excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don’t fit every item listed above. At Taylor & Francis, we are at our best and most successful when colleagues can be themselves and contribute regardless of their identity or background.