CRM Executive

Our client are a fast growing digital business.

They are now looking for a CRM Executive to own the email channel and manage the set-up and ongoing maintenance of CRM.

Central to the role will be using data analysis and market insights to continuously optimise marketing.

The CRM Executive will work closely with the Marketing team to ensure campaigns are fully integrated across the marketing communications mix, ensuring the sharing of results, ideas and best practice across the business.

MAIN DUTIES & RESPONSIBILITIES

Reporting to the Head of CRM, you will:

Triggered Comms

• Review the set up and categorisation of triggered comms and make improvements
• Produce regular reporting and monitoring of trigger comms to ensure all comms are sending with no errors
• Establish email performance benchmarks, summarise key insights, and recommend actions to improve email performance
• Work with Analytics team on gaining insights beyond open and click e.g. link to segmentation
• Manage any errors or changes with the IT team
• Review the creative to ensure designs are consistent and on brand
• Set up new lifecycle email programmes to maximise customer retention and reduce churn.

Promotional and CRM Comms

• Manage promotional emails, from content planning, to creation, testing, on time deployment and analysis
• Build emails using simple drag and drop email editor tool
• Manage all CRM campaigns and set-up relevant CRM campaigns
• Manage all reports relating to promotional comms and CRM activity to determine effectiveness - open, click, opt outs, sessions, revenue etc.
• Establish email performance benchmarks, summarise key insights, and recommend actions to improve email performance
• Create a testing plan to improve customer engagement and produce a log of what works and what doesn’t
• Work closely with the wider marketing teams to co-ordinate promotional messaging across the business.

Proactive messaging

• Review, map and improve customer journeys across purchasing, claims, refunds, rebooks underpayments, live chat etc. Understand churn points and make suggestions on how the business can improve
• Monitor CS pain points and ensure the business has adequate comms to combat these

KNOWLEDGE & EXPERIENCE

• At least 2 years experience in a similar role managing emails and data analysis
• Experience using an Email platform desirable
• Demonstrated experience in working with databases, data analysis, segmentation and email marketing platforms.
• Excellent communication skills both verbal and written.
• Numerate and analytical
• Advanced level of computer literacy in Microsoft packages, particularly in Excel.
• Ability to manage projects, organise and prioritise.
• Excellent team player and interpersonal skills.
• Accurate, systematic and methodical.
• Numerate with the ability to produce reports and derive valuable insights and analysis with suggestions for improving the existing strategy.
• Good knowledge of HTML, email creation and cross-device testing (desirable)

ABILITIES / PERSONALITY

• A passionate, self starter, uses initiative and problem solver
• Ability to work to strict and tight deadlines whilst remaining calm when under pressure
• Willingness to go beyond the call of duty to get the job done
• A passion for innovation within the Ecommerce and CRM space
• Thorough and meticulous with extreme attention to detail.
• Interest in analytics with ability to spot trends and opportunities in data
• Building strong relationships with wider teams - proactive team player
• Creative thinker with innovative ideas
• Forward planner and highly organised
• Ability to perform in fast paced, empowered environment

Excellent package offered to the successful candidate.