Senior CRM Manager - FTC

London (Greater)
12 Sep 2017
10 Oct 2017
Job Discipline
Data & CRM
Experience Level
Contract Type
Full Time

The organisation

Are you a highly experienced CRM professional looking for your next challenge? Are you able to think strategically, understand what good looks like and implement your experience and thinking to achieve some quick wins? We are looking for a Senior CRM Manager to join the CRM team of a dynamic and premium London based client in the travel and leisure industry on a 9 month FTC. This global business in on a huge growth trajectory and disrupting the industry sector in which it is one of the fastest growing players.

The Role

The Senior CRM Manager will be accountable for CRM strategy in line with an overall customer and communication strategy. They will provide and support the CRM team with the necessary analysis, strategic support and customer targeting as well as being responsible for the coaching and mentoring of direct reports.

Responsibilities to include:

  • Build a communications strategy, identifying how different channels should be used within the plan, testing & learning approaches, and a roadmap for implementation
  • Build the vision and plan for achieving a unified view of the customer that will drive business and customer value, identifying the tools, systems, skills and data sources needed to achieve this
  • Sett the multichannel CRM strategy to drive usage and loyalty
  • Develop a comprehensive CRM program to segment, on-board, support and win back customers with personalised and targeted communication, content and loyalty programmes
  • Work closely with the analytics team on measuring the effectiveness of all campaigns
  • Develop a deep understanding of customers and their lifecycle
  • Lead and grow a small CRM team
  • Set the agenda for the Salesforce team
  • Become a stakeholder in all other customer communications channels, such as operations and customer services
  • Be a proactive member of the Marketing & Product Leadership team



The candidate

As an experienced CRM professional you will require the following skills and experience:

  • Significant senior CRM marketing management experience, developing and implementing complex customer contact strategies that drive conversion and repeat booking
  • Experience working in a trading, targets driven business environment
  • Bright, innovative marketer with the ability to drive change and challenge traditional practices
  • Results driven; analytical and curious
  • An understanding of how to collect, mine, and use customer data to drive customer engagement
  • Great motivator with the ability to deliver several initiatives within timescales
  • Proven history of working across direct marketing and digital campaigns
  • Previous use of Salesforce Marketing Cloud is an advantage
  • Proven track record of turning data insight into actionable recommendations
  • Excellent analytical skills
  • Inquisitive, critical thinker and commercially minded

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