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CRM Campaigns Manager

  • Salary: £35000 - £38000
  • Contract: Permanent
  • Location: City of London, London
  • Industry: Travel, Other
Job description KEY RESPONSIBILITIES:


Campaign Planning
*Manage and implement campaign plan for email and SMS using external and internal sources to understand key events, commercial drivers and previous campaign performance and KPI indicators
*Manage campaign implementation process by bringing together Digital, Pricing, Insight, Sales and other departments to support delivery of campaigns to drive bookings for Pre-book, Gateway, Season Tickets and other products and services as needed
Production
*Manage CRM Marketing Executive in the full end to end process for email, SMS, CRM campaigns from content, data, production, QA, deployment, reporting and optimisation
*Oversee the content and copy strategy for email and SMS. Working with the brand team and existing brand and tone of voice guidelines
*Oversee the evolvement of the email templates. Working with creative agency and ESP to create new designs that push industry best practice, reduce production time and maximise email click metrics
*Management and optimisation of ESP platform to ensure all functionality is utilised and campaigns, content and data are categorised and ordered efficiently
*Maintain and optimise the customer communication automation programmes across all products
*Working closely with the marketing team to drive the annual CRM and Marketing campaigns agenda
Data
*To manage and optimise the data extract process from product databases into the ESP for targeting customers with CRM campaigns
*Work with Commercial Insight to implement required segmentation plans and data feeds from various databases
*Mange the optimisation, testing and campaign reporting to continually evolve and improve tactical and strategic results and maximise revenue for key partners
*Leverage Microsoft Dynamics and Power BI to achieve segmentation and targeting plans
*
Strategy
*Managing the CRM Marketing executive to implement Email, SMS and CRM campaigns and support key partnerships
*Integrate CRM campaigns plan into the overall CRM marketing plan
*Monitor email / SMS / CRM best practice and industry new technology / developments and work with the Senior CRM campaign manager to incorporate into CRM plan
*Liaise with Operations/Sales/Legal/Commercial /CCC and other areas to implement any changes required from them in relation to customer CRM communication
*Identify CRM segments, targeting and customer journeys to deliver pragmatic and commercial outcomes
*Work with Senior CRM campaign manager to identify opportunities for campaign automation and creation of new customer journey communication
*Manage delivery of CRM campaigns for Operation requirements
*Investigate opportunities and provide ideas for improving existing CRM campaigns and suggesting new CRM campaigns by keeping abreast of new developments and trends in CRM

Agency Management
*Management of relationship with ESP Dotmailer
*Work in conjunction with third parties and agencies to support CRM marketing initiatives
*Chair weekly agency meetings, take and distribute minutes
*Manage invoicing and billing process for Dotmailer

Reporting
*Responsible for setting of CRM KPIs in context of wider business and departmental goals
*Manage regular reporting on all CRM campaigns for both internal KPI reporting for partners
*Manage reporting and distribution of weekly CRM statistics to the commercial team
*Manage CRM updates for regular internal monthly meetings

Supporting The Business
*Outline and manage day to day CRM marketing requirement processes
*The first point of contact for any CRM campaign queries sent to Marketing
*Support key business projects as required in relation to CRM
*Assisting in UAT testing of key business projects as required in relation to CRM




PERSON SPECIFICATION

KEY KNOWLEDGE /EXPERIENCE AND QUALIFICATIONS

*Degree qualified (marketing or related subject desirable) or equivalent experience
*Substantial experience managing marketing projects under your belt
*Email and SMS marketing experience
*CRM marketing experience
*Solid experience of CRM campaign management
*Proven and demonstrable experience with both ESP, CRM or Commerce Marketing Platforms
*Solid understanding of email and CRM principles
*Enthusiasm, positive approach, autonomous, energy and passion for marketing and results focused
*An impressive knowledge and experience of email, CRM and database marketing and where they fit in the wider context of other digital or offline marketing channels
*Experience of coordinating activities across multiple campaigns and projects
*Managing and prioritising a diverse and high volumes of work to meet deadlines
*High competency in using Dotmailer, Microsoft Dynamics, Microsoft Analytics or similar platforms
*Strong analytical skills to measure the effectiveness of marketing activity
*Excellent written and verbal communication skills and confidence interacting at all levels
*Excellent copywriting and proofing experience
*Demonstrate a creative flair and understanding for email design
*Travel, Hospitality, e-commerce/Retail or similar industry background would be advantageous
*HTML, Excel, Access, Powerpoint & email / CRM platform experience


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