Senior CRM Manager

Job Description

Gleeson Recruitment Group is pleased to be working with one of the fastest growing and highly awarded health and well being businesses to come out of the West Midlands to recruit for Senior CRM Manager on a permanent, full-time basis.The business is an e-commerce retailer where a large portion of its business comes from subscription services, as well as one-off purchases, meaning customer journey and retention is a key priority.We are looking for an inquisitive, driven CRM specialist who will consistently seek to improve the customer journey through innovative activities. This business has been built on firm values to drive and fuel success whilst championing their customers.Job title: SeniorCRM Manager / Head of CRMLocation: BirminghamSalary: £40,000-£60,000Contract: Full-time, permanent, hybrid (in office 2 days per week)Start date: Feb - March 2024The Role:In this role we are looking for someone who can proactively strive for improvement of the customer journey through a range of CRM activities. You will be driven and imaginative as well as having a strong attention to detail when it comes to understandingthe wants and needs of the customer. You will work as part of a team of 4 as well as with the wider business to design, develop and implement as well as continuously test and improve CRM and customer journey campaigns.Key Requirements:

• Develop and implement CRM strategies and customer journeys to increase customer satisfaction, commercial value and therefore customer base.
• Manage prospect conversion, customer retention and order frequency across all products within portfolio
• Design and test innovative customer journeys through data and insight
• Define key messages, propositions and workflow/campaign structures
• Use segmentation, dynamic content and personalisation to build campaigns
• Work with internal teams to ensure campaigns are delivered successfully
• Understand customer requirements, wants and needs to understand the behaviour to a high level
• Report consistently on CRM performance to Head of Customer Lifetime and Retention
• Have a clear focus and report on churn reduction, impact, sales conversion, open and click-through rates and revenue and LTV
• Be proactive in providing insights and recommendations to improve targeting, messaging, workflow structure and proposition
• Consistently seek to improve and optimise customer journey and CRM programmes
• Grow prospect and customer database
• Implement a test and learn programme using dedicated CRM platform, Klaviyo
• Work with insight team to understand CRM activity and success of campaigns
• Ensure you are consistently striving to be abreast of CRM changes in the market and improvements that can be utilised
• Develop customer contact strategy understanding the optimum contact frequency, unsubscribe rate being key measure of success
• Optimise customer opt-in rate at the point of acquisition and existing customers, customer opt=in rate being the key measure of success

Candidate Criteria:

• Previous experience within a subscription service business
• Proven, hands on experience in designing and delivering multi-channel CRM strategies to drive commercial value including segmentation, dynamic content and personalisation
• Strong ability to create customer journeys that increase prospect conversion, customer retention and order frequency
• Strong insights and data ability to design customer journeys that will increase commercial value
• Previous experience in defining key messaging, propositions and campaign structures
• Good copy writing skills
• Strong stakeholder management and internal collaboration skills
• Ability to present CRM finding to a range of senior internal stakeholders
• Ability to be consistently striving to understand the customer to a deep level and strive for the best CRM and customer journey practices
• Experience with Klayvio

Please apply for more informationAt Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer.By applying you will be registered as a candidate with Gleeson Recruitment Limited. Our Privacy Policy is available on our website and explains how we will use your data.