CRM Executive

National Express are recruiting a CRM Executive to join our team. Based at our Head Office in Digbeth, the successful candidate will support the execution of the CRM strategy by delivering targeted campaigns that meet business objectives and customer needs. You will also be responsible for building and deploying campaigns using Salesforce Marketing Cloud, managing customer segmentation, and monitoring performance to identify opportunities for optimisation. Working under the direction of the Senior CRM Manager and alongside cross-functional teams, the CRM Executive plays a key role in driving customer retention, loyalty, and incremental revenue through effective CRM activity.

What you'll do:

• Implement CRM campaigns for National Express Coach, Bus, and Transport Solutions, as well as Dublin Express.
• Develop segmented customer journeys and personalised campaigns based on customer behaviour and preference, to increase engagement, retention, referral and loyalty.
• Write, brief, identify target audiences and execute email campaigns that drive customer engagement, increase retention and loyalty, and generate revenue growth.
• Conduct A/B testing and optimisation to improve campaign performance and customer experience.
• Collaborate with commercial, marketing, product, customer experience and analytics teams to ensure that campaigns align with business objectives and customer needs.
• Analyse campaign data to measure and report on campaign effectiveness, including KPIs such as open rates, click-through rates, conversion rates, and revenue generated.
• Continuously monitor industry trends and best practices to identify opportunities for innovation and improvement in CRM campaigns.
• Develop and manage campaign schedules.
• Provide regular updates and reports for senior management on campaign performance and delivered ROI.
• Work with external vendors and agencies as needed to support campaign development and execution such as abandoned basket retargeting.

What you'll need:

• Educated to degree level with experience in a similar role managing a large database and complex communications requirements.
• Proficient in CRM platforms such as Salesforce Marketing Cloud, Hubspot, DotDigital etc.
• Experience reporting on campaign performance using tools such as Google Analytics, Excel, Tableau etc.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
• Ability to manage and prioritise multiple projects simultaneously and track and communicate progress on platforms such as Trello, Monday etc.
• Strong understanding of email marketing best practices and regulations.

What we offer in return for your hard work and commitment:

• Free Bus & Coach travel for yourself on the National Express network.
• Complimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner on the National Express network.
• Life Assurance.
• Company pension.
• Employee Assistance programme.
• Private online GP service.

National Express is committed to creating an inclusive workplace that reflects the diverse communities we serve and we positively encourage applications from all sectors of the community. We are a Disability Confident Committed employer and should you require any adjustments at any stage of the recruitment process please let us know.

We reserve the right to close this advert early if we receive a high volume of applications before the advertised closed date. At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees. As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.