Senior CRM Manager

Recruiter
Forward Role
Location
Manchester
Salary
40000.0000
Posted
08 Feb 2017
Closes
08 Mar 2017
Contract Type
Permanent
Hours
Full Time

Senior CRM Manager

£40,000 - £50,000

Manchester

This is a fantastic role responsibile for advising this sports business on the best tools and processes to optimise CRM - to deliver more customers by building long-term customer relationships which are personalised, proactive, and predictive. You will be required to implement CRM best practice and innovation across the business and all affilliated organisations.

Key Activities / Responsibilities:

  • Transforming a relatively primitive customer relationship capability to become a best practice function that engages customers across the sport
  • Drive the change in the organisation’s attitude and culture towards CRM so that all departments see CRM as integral to achieving their targets
  • Own end to end responsibility for all campaign, programme and transactional emails and all other eCRM initiatives
  • Planning and delivering CRM strategies across the organisation encouraging customer retention and customer loyalty
  • Monitor and maximise customer lifetime value strategies ensuring maximum profitability
  • Ensure effective targeting, including establishing consumer segmentation within CRM database, with relevant multi-channel communications to drive engagement
  • Grow overall database size and quality by ensuring data collection points are in place across all areas of the business to maximise every opportunity
  • Manage campaign analysis and insight generation to shape strategy and continuously optimise eCRM performance
  • Understand KPI performance, trends and opportunities to improve future campaigns
  • Own & manage the relationship with external CRM suppliers & CRM relationships
  • Advisor in the process to decide 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
  • Supervise and maintain the installation, configuration and support of the organisation’s CRM software through best practices and collaboration with the technical team
  • Be responsible for ensuring all communications adhere to direct marketing and data protection rules and regulations
  • To consult, train and teach CRM best practices across the business

Person Specification

  • Strong CRM experience in mass consumer transactional environment, such as retail, eCommerce, travel, entertainment, media etc
  • Extensive experience of direct and digital marketing
  • Proven track record of driving organisational change in relation to CRM
  • Strong background in customer acquisition, re-engagement and retention strategies
  • Proven communication and problem solving skills to guide and assist the user group on issues relating to design, development and deployment of CRM software critical to business operations
  • A strong analytic approach and comfort with complex data sets
  • Strong agency management, including agency selection experience, with proven experience driving agency performance and optimising ROI
  • An understanding of the current Data Protection and Privacy Legislation
  • Very strong stakeholder management experience and ability to influence up to Exec level
  • Experience of using Microsoft Dynamics and/or SalesForce software
  • Strong experience in data collection, data cleansing and management of complex data sets

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