CRM PRODUCT MANAGER

Job Description

About The RoleWe are looking for an experienced CRM Product Manager to lead the implementation and optimisation of CRM automation for Morrisons within the Customer & Marketing team. As this is a project role it is a 12 month fixed term contract, there may be an opportunityto extend this time or it could lead to a permanent role.The role sits under Head of Digital, CX & Loyalty with direct peers in Technology Product Management, User Experience & Target Marketing/CRMIn this key role youll help define our implementation plan and go to market for an improved CRM system. Youll work with marketers to understand what they need to do their jobs effectively and understand how to work with our third party suppliers to makethis a reality in the platform to help deliver the business benefits.You will understand the key components of CRM and drivers of success from lifecycle management, customer data use, journey mapping and reporting to deliver business benefits. This will include growth in basket size, frequency of visit, engagement metrics,as well as new customer acquisition effectiveness. The role will act as the bridge between technology, data teams and the targeted marketing function to ensure customer and business value, across both our in-store and online businesses.Ideally, applicants will live within a reasonable distance of our office as whilst there will be some home working, our Managers are at the heart of the action and their office presence is required - youll be a very important member of the team.Our teams benefit from working a 4 day week, this hugely successful change to our working patterns has seen an enhancement in work life balance, we want you to always be at your best so your day off will be just that, we know that our teams work hard,so want them to enjoy their 3 days off a week.There is also a requirement to work 13 Saturdays Feb-Feb, these days are shorter - 6 hours - and are generally used for team meetings, project planning and strategic work.What youll be doing:Ensuring the personalisation and data strategy meets customer needs and enhances customer satisfaction and key engagement metricsBuilding strong, trusted relationships and clear structure / roles & responsibilities for the programmeDriving automation and challenging existing ways of working to deliver efficiencies & de-risk activityEnsuring skills and processes are in-place to use the system, manage data effectively and scale up journey building (including test & learn)Deliver business case return on investmentAbout YouThe skills and qualifications youll need:Were ideally looking for an experienced CRM professional with a view of best practice tools and techniques to deliver customers and business valueDesirable to have some experience in Retail or a business with a direct to consumer relationship with high frequency of purchase or visitHappy to work in ambiguity and give a point of view / recommendationComfortable delivering a product vision and roadmap to delivering capability over timeExperience of using data to drive your decision making, create plans and affect change: i.e. you know what things to measure and how to measure themGreat communication skills, both verbal and written alongside presentation and facilitation skillsConfident in the use of best-in-class CRM technologies, ideally both practical day-to-day use as well as strategic implementationCapEx / OpEx budget processesExperience of marketing technology capability across analytics, content, multi-variant testing, optimisation / automation, workflow management, reporting & measurement