SUMMARY:
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POSITION INFO:
Who we are: A leading Financial Services company.
What we do: We offer affordable and reliable financial services to the emerging consumer.
What we are looking for: A CRM and Direct Marketing Manager, who will play a key role in developing and implementing strategies to engage our customers directly and enhance their overall experience. With your expertise in CRM platforms and direct marketing techniques, you will lead initiatives aimed at maximising customer retention, loyalty and lifetime value.
What you will do:
Reporting to the HOD of Customer Experience, your key focus areas will include, but not limited to:
- Responsible for customer relations of direct marketing campaigns across all direct channels
- Sound knowledge of customers segmentation and how to apply this to a customer growth strategy
- Responsible to manage campaign performance and advise business on performance and any refinement that needs to be made
- Assigning customer target files to deals and creative together for personalised customer experience
- Design and implement quality assurance on all work
- Manage the customer direct marketing calendar to ensure good customer engagement and avoid opt-outs
- Liaise with business stakeholders on upcoming brand campaigns and ensure that customer communication is plotted in the marketing calendar
- Responsible for the set up and reporting of customer surveys
- Report on campaign objectives laid out in the brief
- Guide business stakeholders on processes and best practices to understand customer's behaviour and engagement through communication
- Define documentation and road maps for direct business processes, A/B tests and promotions that succeed through direct communications
- Managing trigger campaigns throughout the customer lifecycle to maximise sales
- A/B Testing on various campaigns to establish the most effective way to drive customer conversion against the objective
- Ensuring campaigns comply with current best practice and legal compliance
- Identify target audience and opportunities to grow our direct marketing lists
What you must have:
- Degree or relevant marketing qualification
- Minimum of 5-8 years' experience in a CRM role
- Must have worked for an online transactional business, with a strong digital presence
- Experience working on or developing customer lifecycle programmes
- Experience with triggered communication and complex segmentation
- Experience with CRM tools and content management systems
- Advanced experience with MS Office tools and G-suite Google Docs
- Strong understanding of data management and governance
- Strong interpersonal skills and ability to work within cross-functional teams
- Extremely detail orientated, whilst being able to see the big picture and how pieces across the organisation fit together
- Must be agile and able to change direction quickly
