CRM Manager

Reporting to the Digital Marketing Manager; the CRM Manager will create, manage and drive customer experience and loyalty amongst its customers. They will create, develop and manage the CRM system, deliver insights to inform business decisions, and assist in developing a customer experience strategy for our customers now and into the future.

This role will work in collaboration with the Digital Marketing and Customer Service teams to ensure CRM integration & opportunities are seamlessly tackled and applied.

**Key responsibilities**:

- Working across various historical and real-time data sets in a range of formats to create a single customer view, this role will be instrumental in implementing a CRM system
- Manage the CRM platform structure and architecture ensuring it works seamlessly across the organisation and captures all required information at key points in the customer life cycle
- Demonstrate understanding of all relevant regulatory and legal requirements around customer data privacy, consent and security Development of customer journeys and marketing automation
- Drive engagement, retention and advocacy through the creation of automated customer journeys and campaigns that create touch points with our customers at the right time, in the right channel and increase retention and incremental revenue.
- Map, create and monitor journey automations to identify optimization and current pain points to maximize engagement, conversions and ROI
- Create rules around data and customer segmentation.
- Develop test and learn initiatives to improve key KPI’s for all aspects of the CRM to ensure the most optimal approach for the company and our brands.
- Customer data and lifecycle analysis - champion the utilisation of data and insights to assist in the development of acquisition and retention campaigns to provide customer experiences to drive optimisation of retention, growth and customer satisfaction.
- Analyse and evaluate customer and sales data to identify patterns and trends to enable the business to better understand and interact with its customers.
- Provide ROI and other analytics around campaigns and sales initiatives to track and analyse their performance, profitability and effectiveness in conjunction with the Commercial Analyst and other macro factors affecting the business.
- Reporting, insights and campaign management
- Prepare and deliver reports to managers and recommend actionable insights to key stakeholders to assist in the understanding of our customers to retain, grow and improve customer satisfaction and revenue.
- Manage all aspects of CRM campaigns, from asset creation, campaign build to tracking, measurement and analysis
- Collaborate with other teams to support the implementation of customer-centric initiatives, and sharing insights across the organisation

**Key requirements**:

- Relevant tertiary qualifications
- Extensive experience working with large customer data sets across various data sources and formats.
- Experience in successfully implementing a CRM platform to facilitate analysis via a single customer view.
- Demonstrate impressive capability across analysis, customer insights and experience. You will possess solid experience in process improvement and customer journey mapping.
- Proven experience in direct marketing and customer lifecycle management with a background in customer engagement and data driven marketing type roles, you will have excellent analytical and problem-solving skills, combined with commercial acumen.
- Outstanding interpersonal skills, and the ability to effectively communicate with team members at all levels and additionally, effortlessly present actionable insights to and influence senior stakeholders.
- Exceptional planning and organisational skills with the ability to prioritise workflow and information effectively
- Demonstrated experience and a proven track record in turning data into engagement strategies
- Extensive experience in CRM Platforms including (Zoho, Salesforce, Adobe, Hubspot or similar)
- Strong working knowledge of Microsoft Excel, PowerPoint, dashboard visualisation and BI tools
- Experience in using Google Analytics 4 and best practice campaign tracking