Senior CRM Manager

Interim Senior CRM Manager – Customer Journey

12-week contract

We're looking for an experienced Senior CRM Manager to join a customer-focused business on an initial 12-week contract.

This is a hands-on role focused on customer journeys, CRM delivery and BAU activity. You'll be coming into an established CRM environment, getting to grips with how the system works, and helping to make sure customer journeys are running effectively and delivering the right experience.

You'll be working closely with the wider CRM, Marketing, Analytics and Commercial teams, with plenty of scope to review existing journeys, make improvements and redesign builds where needed.

What you'll be doing

• Reviewing and managing existing customer journeys and CRM activity
• Building, amending and optimising automated customer journeys
• Redesigning existing journey builds where improvements are needed
• Working with customer segments, triggers, audiences and targeting
• Setting up and managing CRM campaigns and automated communications
• Identifying opportunities to improve the customer experience and engagement
• Testing and optimising journeys to improve performance
• Working with Marketing, Analytics, Product and Commercial teams to deliver effective CRM activity
• Supporting the team with day-to-day BAU CRM delivery
• Helping to ensure CRM activity is delivered accurately, efficiently and on time
• Using customer and campaign data to identify opportunities for improvement
• Supporting the continued development of the CRM and customer lifecycle approach

What we're looking for

We're looking for someone who is hands-on, commercially aware and comfortable working directly with CRM platforms and customer journeys.

You'll ideally have:

• Strong experience in CRM, customer lifecycle or customer journey marketing
• Hands-on experience building and managing automated customer journeys
• A good understanding of segmentation, targeting, triggers and personalisation
• Experience reviewing existing journeys and redesigning or improving them
• Strong understanding of how CRM platforms work and how different customer journeys are configured
• Experience with marketing automation and lifecycle communications
• A data-driven approach to testing and optimisation
• Strong stakeholder management and communication skills
• The ability to quickly understand an existing CRM environment and become productive
• A practical, hands-on approach rather than someone who is purely strategic

Platform experience

Experience with Bloomreach would be highly beneficial, particularly given the current CRM environment, but we're primarily interested in people who understand how CRM systems work and how to build and optimise effective customer journeys.

Experience with other CRM/marketing automation platforms will also be considered.

The opportunity

This is a great opportunity for an experienced CRM professional who enjoys being hands-on with customer journeys, solving problems and improving the way CRM works day to day.

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