Senior CRM Manager

Job Description

As our Senior CRM Manager, you’ll be a key member of National Express’ Performance Marketing team, reporting into our Head of Performance Marketing. This role will be working hybrid from our Head Office in Birmingham. You’ll be responsible for developingand executing successful CRM campaigns that drive customer engagement, retention, referral and loyalty, as well as using CRM activity to generate significant revenue for the business. You will work closely with teams across the business including commercial,marketing, customer experience, product and analytics to ensure that CRM campaigns are aligned with business objectives and customer needs.You’ll manage and develop a team of two, an Email Developer and a CRM manager, with responsibility for the deployment of the CRM budget. With the support of our Head of Performance Marketing, you will be responsible for developing and implementing the CRMstrategy for all product areas within National Express.You will have experience in project management and developing roadmaps and will have a flair for developing and expanding CRM programmes. This will range from content and journey strategy to introducing new tech and platforms to enhance our CRM approach.In addition you will also have experience in customer segmentation, campaign planning and execution, A/B testing, data analysis and reporting, as well as experience of using CRM tools such as Salesforce Marketing cloud for email execution and development.You will work alongside a dynamic and skilled team of analysts who bring insight to life through data, research, segmentation and modelling and have a real passion to dig into the data to provide the insight.If you’re a champion of CRM and you’ve got a real passion for driving customer loyalty and engagement through this channel in order to deliver tangible value for businesses, this will be the ideal role for you.What youll do...Develop and implement CRM strategies for our Bus, Coach and Transport Solutions productsDevelop segmented customer journeys and personalised campaigns based on customer behaviour and preference, to increase engagement, retention, referral and loyaltyDevelop and execute targeted email campaigns that drive customer engagement, increase retention and loyalty, and generate revenue growthConduct A/B testing and optimisation to improve campaign performance and customer experienceCollaborate with commercial, marketing, product, customer experience and analytics teams to ensure that campaigns align with business objectives and customer needsAnalyse campaign data to measure and report on campaign effectiveness, including KPIs such as open rates, click-through rates, conversion rates, and revenue generatedContinuously monitor industry trends and best practices to identify opportunities for innovation and improvement in CRM campaignsDevelop and manage campaign schedules and budgetsProvide regular updates and reports for senior management on campaign performance and delivered ROIWork with external vendors and agencies as needed to support campaign development and execution such as abandoned basket retargetingManage and develop the CRM teamWhat youll need...Educated to degree levelMinimum of 3 years experience in a similar roleProven team management experienceStrong project management skills and developing roadmaps with the ability to manage multiple projects simultaneously.A flair for developing and expanding CRM programmesProven experience in customer segmentation, campaign planning and execution, A/B testing, data analysis and reportingProficient in CRM platforms such as Salesforce, Marketing Cloud, Hubspot etcExperience with analytics tools such as Google Analytics and Adobe AnalyticsExcellent communication and collaboration skills, with the ability to work effectively with cross-functional teamsStrong understanding of email marketing best practices and regulationsWhat we offer in return for your hard work and commitment...Free Bus & Coach travel for yourselfComplimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner50% discount for friends and family on full fares on our coach servicesCompany pensionLife AssuranceEmployee Assistance programmePrivate online GP serviceNational Express is proud to be a Disability Committed organisation. We therefore welcome applications from disabled candidates. Please let us know in your application if you have any accessibility needs.We reserve the right to close this advert early if we receive a high volume of applications before the advertised closed date.Things to Note... 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.