Careers

CRM Manager

START DATE: ASAP

REPORTING TO: Head of Marketing / Ecom Manager

WORKING HOURS: 9-5 Monday - Friday on site (Chester)

Key Responsibilities:

Strategic CRM Management:

Develop and implement a comprehensive CRM strategy aligned with business objectives.
Collaborate with cross-functional teams (marketing, sales, product, and IT) to ensure CRM alignment throughout the customer journey.
Continuously identify opportunities to enhance CRM tools and processes to improve efficiency and customer satisfaction.

Data-Driven Marketing & Segmentation:

Leverage customer data to design targeted, segmented marketing campaigns that drive engagement and conversions.
Build and refine customer personas based on behavioural, demographic, and transactional data.
Develop predictive models to forecast customer needs and optimise marketing efforts.

Campaign Development & Reactive Marketing:

Create and execute innovative and timely CRM campaigns across multiple channels (email, SMS, push notifications, etc.).
Implement reactive marketing strategies, responding quickly to market trends, customer feedback, and business changes.
Monitor and analyse campaign performance, using insights to refine future efforts.

Analytics & Reporting:

Track, measure, and report on CRM metrics (e.g., customer acquisition, retention, lifetime value, and churn).
Conduct in-depth analyses of customer behaviour and campaign effectiveness, presenting insights and recommendations to leadership.
Utilise A/B testing and other optimisation techniques to ensure continuous improvement.

Innovation & Change Leadership:

Foster a culture of innovation and adaptability within the CRM function.
Stay abreast of CRM tools, trends, and best practices, recommending and implementing changes where appropriate.
Proactively drive organisational change to enhance customer relationships and business outcomes.

Loyalty Scheme and Lifecycle Marketing:

Manage and innovate customer loyalty programs to increase engagement, retention, and lifetime value.
Develop lifecycle marketing strategies that nurture customers at every stage of their journey, from onboarding to re-engagement.

Key Qualifications & Personal Qualities:

Bachelor’s degree in one of the following, Marketing, Business, Data Analytics or similar.
Proven experience (3+ years) in CRM management, customer lifecycle marketing, or a similar role.
Strong creative thinking skills, with the ability to design compelling customer experiences.
Exceptional analytical capabilities, with expertise in tools such as Klaviyo, Google Analytics, or similar platforms.
Demonstrated experience in segmentation, data modelling, and predictive analytics.
Strong communication and project management skills, with a track record of cross-functional collaboration.
Adaptable and results-oriented, with a passion for driving change and innovation.

Nice to haves:

Please send your CV to alice@chlobo.co.uk