Customer Relationship Management Manager

Job Description

FirstBus are looking for a CustomerRelationshipManagement Manager!As the CustomerRelationshipManagement (CRM) Manager, you will have overall responsibility for building and implementing online CRMcampaigns and post purchase life cycle, retention and acquisitioncommunication.You will manage segmentation projects to identify key customerbehaviours, manage the contact process and liaise with other areas of the business, to ensure that all customer touch points are effectively used to support the CRMstrategy.Welcome to FirstBusHello. FirstBus is one of the countrys largest busoperators - taking 1.6 million customers to their destinations every day. Were a forward-looking business at the forefront of bustechnology, leading the way on contactless payments, mobile Apps and realtime information. Our investment in state-of-the-art, new buses is just one part of our transition to a low-carbon future. Its an exciting time to be here.What will you be doing

• Creating and developing the overall business CRMstrategy aligning CRMactivity; aimed at driving acquisition, increasing conversion, improving retention and stimulating loyalty
• Leading the development of the Single Customer View database and to provide insight into customerbehaviour
• Building collaborativerelationshipswith the marketing teams to increase understanding of ourcustomer base through insight, segmentation and dataanalysis
• Managing data and external CRM partner, resolving any issues that arise during the implementation of CRMcampaigns
• Developing links with external partners for customeracquisition through data partnerships
• Planning and implementingcampaigns based on segmentation to be defined or other triggers
• Developing systemic approaches to manage and maintain high frequency campaigns
• Analysing and reporting on campaignseffectiveness in terms of traffic, acquisition, conversion, retention and revenue
• Working closely with other stakeholders to effectively manage the CRM budget
• Championing the CRMstrategywith key stakeholders

What are we looking for

• Experience in a CRM role, withdatamarketing and email marketingexperience
• First-hand experience of the development and implementation of a successful CRMstrategy, with hands on experience of building and executing a CRM program
• Strong understanding of database marketing, datasegmentation, data modelling and targeting
• Can build strong relationships, with the ability to engage stakeholderswith simple and practical communication, regarding highly complex topics
• Excellent written and verbal communication skills
• Experience of using Salesforce CRM systems is a distinct advantage
• Experience of databases and web analytics to drive business strategy
• Ability to analyse marketingcampaigns and present strategies based on results
• Good planning, numerical and project management skills
• Competent user of Excel (formulae, graphs etc)
• Attention to detail, a flexible work approach, and the ability to thrive in a fast-paced environment
• Forward thinking withability to anticipate issues and priorities tasks and agendas
• Ability to be creative and use initiative to develop new ideas

What can we offer you

• Competitive salary of circa £45k, dependent on experience
• Hybrid Working
• 25 days Annual Leave + Bank Holidays
• Free bus pass for you and your family on joining
• First Xclusives - Discounts on many high street brands, supermarkets, holidays and cinema tickets, to name a few
• First My Rewards - Discounted train travel for you and your family after 6 months service - travel as far as London/Edinburgh for £6!
• Generous pension and shares scheme
• Employee Assistance Programme - 24hr, 365 days a year mental health support

We put a big focus on physical and mental wellbeing at FirstBus. We recognise that anyone can be affected by the stresses and strains of work, or life outside it. Youll find a range of health-promotioninitiatives, and you will have 24/7 access to ourconfidentialEmployee Assistance Programme.Apply now! We look forward to receiving you application.Public transport serves everyone, whatever their differences. At FirstBus, we want to be an employer open to you, no matter what your differences are. We aspire to be an inclusiveorganisation because diverse backgrounds, thinking and experiences bringso many benefits to our customers, communities and people. We welcome applications from all.