Description
Role: CRM & Loyalty Manager
Location: Central London
Day rate: Up to £350 via LTD
Contract length: 3 months, ASAP start
Purpose of the role:
- The Customer Relationship Management (CRM) & Loyalty Manager will plan, execute and follow up on customer acquisition, reactivation and retention campaigns through a variety of digital media channels.
- The role is responsible for the coherent delivery of campaigns across the CRM and loyalty platforms in the most effective manner, from conceptualisation through to analysis.
- This includes; idea generation, proposal preparation, overseeing the production process and execution, alongside adopting a test and learn approach.
- The CRM & Loyalty Manager will work with the customer experience and commercial teams and external suppliers to maintain a customer-focused approach to our customer life cycle communications, delivering a CRM & Loyalty plan that creates lifetime customer value.
What you'll be doing
Your main responsibilities will be:
- Planning and delivering of CRM & Loyalty strategies, ensuring that the plan supports the wider business strategies and is effectively targeted to encourage customer acquisition, retention and loyalty.
- Monitor and maximise customer life cycle strategies, ensuring maximum profitability through customer lifetime value.
- Customer journey mapping, analysing touch points to maximise commercial and customer retention opportunities.
- Ensuring the database is segmented effectively for targeted marketing activities.
- Managing direct communications with customers through digital channels, ensuring that a personalised and seamless experience is delivered through the most appropriate and cost efficient channel, such as email, SMS, mobile push notifications.
- Working closely with all colleagues within the marketing and customer experience teams to ensure the CRM programme works effectively and sharing best practice with colleagues.
- Work with the Content Manager to deliver the content marketing strategy through the CRM programme to drive engagement with the brand.
- Manage the appointed suppliers to ensure the CRM platform structure and architecture works seamlessly across the organisation and captures all required information at key points in the customer life cycle.
- Develop testing strategies for all aspects of the CRM programme to ensure the most effective and targeted approach for the customer and the content.
- Ensure all data is handled in compliance with the latest Data Protection and Data Processing regulations.
- Work with the Customer Insights Manager to enhance the CRM programme and ensure this supports the delivery of the retail, revenue and customer satisfaction strategies and targets.
- Manage the CRM and loyalty programmes to ensure accurate forecasting, budgeting, reporting and analysis.
Needs to have the following, or equivalent qualifications;
- Degree level qualification
- May have advanced diploma and/or technical qualification
Interested? Send your CV to Alex or call for more info