At a Glance
- Tasks: Engage members through email, app, and direct mail campaigns.
- Company: Join Which?, the UK's consumer champion dedicated to fairness and safety.
- Benefits: Enjoy 28 days holiday, a great pension scheme, and hybrid working options.
- Other info: Be part of an inclusive team that values your ideas and encourages innovation.
- Why this job: Make a real impact by helping members get more value from their membership.
- Qualifications: Experience in email marketing and a passion for data-driven improvements.
The predicted salary is between 31000 - 33660 £ per year.
This role offers a competitive salary, hybrid working in London with a regular office day being Tuesday, 28 days holiday a year plus Bank Holidays and a fantastic pension scheme offering 6% in year one and 11% after this. Salary £31,000 – £33,660 per annum.
Are you ready to help our members get more value from their membership? Which? is the UK's consumer champion, making life simpler, fairer and safer for everyone. We're looking for a CRM Executive to join our member engagement team and support better ways to connect with our members.
About the Role
In this role, you'll work with your team to keep members engaged and help them find their next best action. You'll look after our CRM activity across email, app and direct mail, making sure everything is on brand and reaches people at the right time. Does testing, learning and improving how we talk to members sound like something you'd enjoy?
Key responsibilities include:
- Looking after assigned CRM programmes and making sure they work well from start to finish
- Setting up campaigns, building landing pages and working with Member Services to keep them informed
- Testing send times and content to find what works best for our members
- Checking results and sharing what you learn with the team
- Supporting our new Customer Data Platform and helping create better targeted campaigns
About You
You'll have experience sending email campaigns using an established platform. You're organised, pay close attention to detail, and enjoy working with data to spot what could work better. Would you like to be part of a team that values your ideas and encourages you to try new things?
- Background in email marketing and a strong interest in best practice
- Able to use data to understand what's working and why
- Skilled at working with others and sharing updates clearly
- Comfortable using spreadsheets and presentation tools
For a full list of essential requirements, please refer to the role profile, which can be downloaded as a PDF at the bottom of this advert.
The Interview Process
Stage 1 - 10 minute TEAMS call with the Senior Retention Manager
Stage 2 - 45 minute TEAMS call with Jon Ballantyne, Senior Retention Manager and Cameron Burrage, Senior CRM Manager
Benefits
- 35 hour working week
- Generous 28 days holiday a year plus bank holidays and the option to buy additional holiday days
- Excellent pension scheme – when you pay in 3%, Which? pays in 6% (rising to 11% after one year of service)
- Annual Award (depending on employee and company performance)
- Healthcare insurance & Private medical insurance and opportunity to participate in Vitality rewards programme (at 6 months)
- A discretionary death in service benefit provision equivalent to six times your annual salary
- Free access to Which? member content and free access to Which? money & legal helplines
- Free wills for all Which? employees, plus, partners of employees can make their will at cost price
- Discount site Pluxee which offers large discounts off everyday shopping and holidays
- Work from (almost) anywhere for 4 weeks of the year policy
- A great work-life balance (all our roles are now hybrid), offering flexible working options e.g. part time or job shares where possible.
If you wish to discuss any of these options, please contact the Resourcing team.
About Which?
Which? is the UK's consumer champion, here to make life simpler, fairer and safer for everyone. You can find out more about what we do, our people and culture as well as hints and tips on how to complete your application on our Careers site.
We're proud to be ranked 3rd in the 'Top 25 Inclusive Employers' List 2024. We welcome applications from everyone, because we value diversity, and are committed to maintaining an inclusive culture where all can thrive and reach their full potential—because diverse perspectives help us better understand and positively impact consumers.
As a Disability Confident Leader, we ensure that everyone can apply and be part of our recruitment processes and so we'll make reasonable adjustments if you need them. For this or any other assistance you need with applying (i.e., would like to apply by phone or post), email.
Find out more about the Disability Confident Interview Scheme here.
CRM Executive FTC 12 months in London employer: Which?
At Which?, we pride ourselves on being an exceptional employer that champions consumer rights while fostering a supportive and inclusive work culture. Our London-based team enjoys a hybrid working model, competitive benefits, and ample opportunities for professional growth, making it an ideal environment for passionate advocates of consumer law and policy to thrive and make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Executive FTC 12 months in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Which?. 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 Which? 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 Executive FTC 12 months in London
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 Which?:Your cover letter is your chance to shine! Tell us why you want to work at Which? 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 Which?!
How to prepare for a job interview at Which?
✨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.
