CRM Manager - 12 Month Contract - Hiring ASAP

Start Date: ASAP
Duration: 6-month contract
Location: Hybrid working from the London office
Rate: £450 - £550 per day
Engagement Method: Inside IR35

Role Summary

The client is looking for a CRM Manager to drive growth through their CRM activity, using Salesforce and marketing cloud to build and automate email and other 1:1, including direct mail communications for their customers.
The role will look to drive CRM campaigns to prospects, leads and existing customers through segmentation and tailored communications.
This role will review their existing set up and implement campaigns including welcome to service, upsell, nurture activity for prospects and retention comms. The role will involve delivery, tracking and measurement of campaigns to continually optimise messaging and activity.

Key Skills

• Previous telecoms experience would be advantageous.
• Have an excellent grasp of words to create customer centric messaging for relevant customer groups.
• Proven track record of meeting deadlines and KPI's
• Comfortable in a fast-paced and ever-changing environment with a 'start-up' mindset
• Inquisitive mindset and willing to get involved with the wider business challenges.
• Detail focused, analytical and highly data-literate.
• Hands-on experience working in a dynamic, fast-paced scale-up environment.
• A proven background in CRM working either at an agency or client-side but crucially must be able to build and automate campaigns.
• Demonstrable effectiveness in implementing and managing segmented CRM campaigns across a range of journeys.
• Highly skilled at campaign production sends and evaluation using third-party tools.
• Proven experience managing CRM programmes.
• Have an excellent grasp of words to create customer centric messaging for relevant customer groups.
• Experience setting up new process strategy and methodology; theory and practice.

Responsibilities

• Own CRM Strategy, identifying target areas, frequency and setting KPI's.
• Build campaigns using CRM tools, including data selection, with continuous evaluation and optimisation.
• Understand end to end customer journey and ensure this is reflected in our customer communications.
• Reporting of campaign effectiveness against budgets and targets
• Identify, test and scale new opportunities for growth through a clear analysis of client behaviour and engagement.
• Work closely with colleagues across the business to refine customer targeting and segmentation and deliver insight on customer behaviour.
• Full ownership of CRM platform including system set up, email copy and sourcing images to use within the channel.
• Full understanding of product offering including addons to ensure that these are accurately reflect and positioned in emails.
• Building email templates and forms in line with brand guidelines. This includes copy, design, segmentation, and technical set up.
• Own direct mail as a campaign channel to deliver personalised messaging and nurture communications to customers.
• Support the sales team through campaign emails as well as B2B nurture campaigns.
• Creation and delivery of cancellation campaigns where customer cannot be connected.
• Ad hoc email communications to customers telling them about updates to their service.
• Optimisation of existing residential customer journeys including nurture, welcome, in life and retention
• Creation of B2B customer journeys including nurture, welcome, in life and retention
• Creation of new customer journey including win backflows, consultation event registration, personalised messaging and setting up survey comms to existing customers.