CRM Manager

Job Description

We are working exclusively with a global healthcare provider on an exciting CRM Manager position. This is a fantastic opportunity for an experienced CRM Manager to grow and develop the CRM Team, leading on a number of CRM projects and customer campaigns.As the CRM Manager, you will be responsible for managing the supporting databases/mailing systems in order to drive acquisition, cross-sell/retention and customer advocacy.The role will also have database responsibility for mapping customer/prospect data flows, actively managing data integrity matters and resolving technical data issues, including overall responsibility when delivering new marketing projects of assessing dataimpacts. Ensuring GDPR compliance is also a key part of the role.Key responsibilities include-

• Create and deliver the prospect and customer marketing communications plan for the business across e-mail, SMS, direct mail and other:
  • To support acquisition / recruitment targets
  • To support campaigns, propositions and local marketing activities
  • To enable service communications such as NPS, patient recalls, appointment reminders + treatment follow-ups (working hand in hand with our operations team)
• To deliver comms to increase acquisition through retargeting leads/enquirers, to ensure we recycle leads and maximise ROI.
• Identify further acquisition database marketing opportunities, including where appropriate, 3 rd party databases.
• To be responsible for data marketing platforms, managing prospect/customer data flows and using the system to make database selections. This includes actively managing data integrity, resolving technical data issues and assessing data impacts of new marketingprojects.
• Review the customer journey, analysing touch points within the organisation, and utilising data insights/analysis to identify new commercial opportunities.
• Working collaboratively with Operations team, drive e-mail address collection % across our practices, ensuring that best practices are shared and that new/alternative collection strategies are adopted where appropriate.
• Working collaboratively with IT and data teams be the day-to-day supervisor of the CRM data and platform to ensure it works seamlessly for all communications activity.
• Answer CRM queries from practices (via inbox / telephone), ensuring that they are responded to in a timely and satisfactory fashion.
• Work with the group privacy team, to ensure that all communications are compliant and meet data privacy standards under GDPR.
• Agree KPIs with Senior Marketing Manager (Digital & CRM), and measure performance of CRM activities, to enable ROI assessment and identification of performance improvement opportunities.

What were looking for:

• Educated to degree level, or equivalent
• At least 5 years CRM management experience
• Experience of managing prospect and customer communications activities is essential
• Experience of hand-on management of database mailing solutions, data mapping and issue resolution is essential
• Experience of working with (at least one of) Salesforce, Microsoft Dynamics or other CRM is essential
• Experience of working with e-mail broadcast systems such as MailChimp, Pure 360 or other is essential
• Experience of working with Hubspot, Pardot, Marketo or other marketing automation systems is desirable
• A solid understanding of GDPR and e-privacy legislation is essential
• Proactive and results driven
• Commercial thinker
• Excellent analytical skills
• Collaborative team player who communicates well across the organisation
• High Attention to Detail
• Works effectively in a fast paced environment
• Highly organised multi-task

Salary and benefits:

• A competitive starting salary with annual reviews
• Free personal development courses
• Career opportunities to move into other roles or other parts of Bupa
• Free car park
• Flexible working

Personal

• Contributory pension scheme
• Discounts in over 7000 retailers
• A free day off for your wedding
• Earn up to £3,000 per referral in our employee referral scheme

Health

• Discounted gym membership
• Free access to Digital GP, you have access to an unlimited number of appointments 24/7
• Access to Smile Everyday - a range of health products and services
• Discounted dental insurance that can be extended to family members
• Free annual flu jab
• Discounted health assessments
• Cycle to work scheme

This can be a completely remote working role, with travel to the Bristol based office on occasion.Please apply through this advert or contact Zoe Hester on for more information.