Senior CRM Executive

The Senior CRM Executive is responsible for supporting all aspects of coordinating and executing a busy schedule of email and direct mail marketing activity, for the UK & Ireland (Consumer) source markets. Your main objective will be to help with the planning and production of digital and print CRM ‘always-on’ activity, playing a pivotal role in delivering effective, accurate and timely communications to all customer cohorts. In addition, you’ll also support business improvement initiatives, implementing ‘project-based’ CRM activity; ultimately driving business growth and increasing customer lifetime value. The role is based at our offices in Burton on Trent where we operate a hybrid working model with 2-3 days per week in the office.

Key Responsibilities:

• Collaborating with your marketing peers, you’ll help to shape the email and direct mail plan, ensuring all content aligns with wider campaigns, messaging and business goals.
• You’ll work closely with the Studio and Product teams, to ensure content is always on brand, exceptionally high-quality, optimised for outcome, and has a high degree of accuracy guaranteed.
• You’ll work closely with the Brand & Campaigns Manager to ensure email and direct mail content is well-scheduled, well-organised (integrated with other channels) and is always delivered on time.
• You’ll support the Senior CRM Manager in the upgrade and ongoing maintenance of automated, personalised and re-targeting journeys, across all mediums but with a particular focus on digital.
• Working with your peers in the Insights Team, you’ll help to track and monitor performance (against a range of KPIs) as well as implement extensive and rigorous A/B testing.
• You’ll test, measure and evaluate all activity, and work with the Senior Content Manager, Designers and print suppliers to regularly improve all content.
• You’ll help collate feedback from around the business, and/or support customer research forums, events and surveys. You’ll turn that insight into actions, with a mindset of “continuous improvement.”
• You’ll work with your Digital Marketing, Sales and Operations counterparts to continuously consider the full user-journey. Paying special attention to campaign objectives, URLs and CTAs prior to any activity.
• As part of the business-wide Trading and Revenue Management function, you’ll ensure short-term tactical content (digital and print) is quickly delivered, with 100% accuracy.
• Assisting with briefing direct mail and email assets into Studio, and uploading artwork to printer portals, plus signing-off printer/email proofs when required.
• Building modules and creating emails (in Adestra), checking and signing-off proofs, and scheduling email content.
• Raising purchase orders, managing invoices and goods received notes for all related activity.
• You’ll research and recommend key Customer Relationship Management developments and advances (such as new technology, products, approaches) and make recommendations to improve overall CRM performance.
• Working with the Senior CRM Manager, you’ll input into developments across other workstreams, including loyalty programs.

Skills, Experience & Qualifications:

• Previous experience in a CRM role (email and/or direct mail marketing activity).
• Excellent written and verbal communication skills.
• Experienced in CRM systems (Adestra) or willing to learn.
• Great team player and able to manage stakeholders.
• Ability to work effectively under pressure, capable of managing multiple projects simultaneously in a fast-paced and agile environment.
• Highly organised - Experience in planning and delivering campaigns/activations to agreed objectives within a set timeframe.
• High attention to detail, with a background in content production (copy-writing an advantage).
• Great people skills, a positive attitude and “can-do” mentality, with a strong drive for continuous improvement.
• Deeply customer-focused, with a passion for delivering the right message at the right time and in the right way, to enhance the overall customer experience.
• Good analytical abilities. Comfortable with analysing data/trends.
• Experience of managing suppliers, and a keen interest for travel is an advantage.