CRM Executive

Third Space Learning
Spitalfields and Banglatown
12 Oct 2018
17 Oct 2018
Contract Type
Full Time
*About Third Space Learning / Matr*

We’re building a global community of academic talent, to make one-to-one learning affordable and accessible to all.

Tutoring is a $100bn global industry, and yet remains the privilege of a valuable, and lucky, minority. We want to change this. Our connected world allows us to recruit and train academic talent from across emerging markets to make online, one-to-one teaching affordable and scalable for a global market place, and the larger majority of students in need.

To do this we build intelligent technology to manage tutor performance at scale. We work with partners such as UCL to analyse the data from the hundreds of thousands of hours we have delivered, to help us identify the patterns of good online teaching practice, the secret sauce for success.

The goal of this innovation is that each child we work with, in schools and homes, in the UK and beyond, has a wonderful experience of what is the simplest and most effective means of learning… one-to-one discussion about a concept they need to understand.

*The retention team*

Our retention team is focused on designing, implementing and optimising the journeys to engage the three keys audiences in our community – tutors, schools, families.

The team balances an analytical and creative approach, ensuring we have a clear, data-driven understanding of our users’ behaviours, and that we test journeys and messaging to optimise their experience (and our commercial value from this).

Success is measured in customer sentiment (NPS), lifetime value, and referral, hence the team plays a critical commercial role in the company’s growth plans.

*Your opportunity*

We have been global from day one and are now entering a high growth phase in our development, so will you will experience what it is to play a part in scaling an innovative, global business. You will gain exposure to building supply and demand in a global market place model.

You will learn about both B2B (schools) and B2C (families and tutors) marketing and retention.

You will gain experience of implementing and delivering journeys across channels, including but not limited to, email, SMS, MMS, DM, push, social. You’ll also learn the ins and outs of multiple tools: Salesforce, Mixpanel, Intercom - and any others you think can further our goals! You will be managing users across multiple geographies, emerging and developed economies.

As part of a small and agile retention team, you will have the opportunity to have real influence, and lead on specific areas of the journey (for example welcome) and eventually on whole customer groups - you'll ideally move from delivering specified communications to helping shape and plan journeys.

This will be exciting, challenging and, if you’re up to it, your career and CV will gain the credibility of achieving growth across a global market place model.

*Your responsibilities*

You have the experience of or ability to…

* Plan and manage all aspects of specific direct marketing campaigns, including integrated campaigns, from creation of the campaign brief, to campaign launch and through to end of campaign reporting and analysis.
* Writing copy and creating customer focused content.
* Contribute to the strategic development of the customer journey, and lead on aspects of it.
* To develop a close working relationship with the acquisition, support and product teams, collaborating to interrogate current data and insight so that customer journeys are evidence-led, efficient and optimised.
* To ensure outstanding data selections are completed so that optimal journeys are in place, statistically significant tests are conducted and LTV is maximised.
* To conduct analysis of key insights and learnings from past campaign results to improve and constantly develop present and future campaigns, ensuring regular reporting of results and key performance indicators.


*Personal and professional skills*

* Experience of planning and delivering Direct Marketing (particularly email based) campaigns.
* Proven experience of retaining and developing customers.
* Proven experience of influencing data segmentation and journey implementation to ensure effective targeting and personalisation of communications.
* An inquisitive nature, with the marketing skills to answer the big customer question – why, and how do we influence it?
* Keen attention to detail – utilised in copy and creative and results analysis.


* Competitive salary
* Your own personal development budget and perkbox
* Healthcare
* Pension
* Lovely location, team, and regular good times too
* We can talk about beer, ping-pong and all that stereotypical start-up stuff. That’s easy (and fun). True satisfaction is found in the challenge of scaling an innovative business that has a positive impact on society. That’s the real benefit to this job.

*Next steps*

Interested? Send us a cover letter and CV and then let’s have a quick call to see if we’re right for each other…

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