Customer Marketing Manager - Brighton/Homeworking
Department: Sales & Marketing
Location: Brighton Office – 3 days in the office (Tues, Weds, Thurs) and 2 days remote working
Reports to: Head of Direct Marketing
Salary: £50,000+ dependent on experience
Contract: Full Time - Permanent
Experience: Minimum 5 years in a similar role
Job Role Summary:
Working under the Head of Direct Marketing, your role will be to support the Marketing Team in the following areas:
Customer lifecycle management:
* Work with the Head of Direct Marketing to implement the strategy to improve the customer lifecycle journey.
* Manage email / SMS production and customer comms automation, from the initial briefs to content, targeting, data selection, campaign deployment and reporting.
* Working with MI to analyse and implement learnings.
* Using Microsoft Excel with confident data skill.
* Data analytics using BI dashboards and the ability to create reports highlighting results and learnings to optimise.
* Data-driven decision-making and A/B testing.
Strategy & Insight:
* Support in the delivery of the annual marketing strategy encompassing brand and sales campaigns.
* Identify opportunities to innovate growth strategies to keep the audience engaged across all direct marketing channels – email, post, SMS, Social, on-site as well as brand partners and trade.
* Help develop standards, processes, and tools to drive greater efficiencies in how we work and operate as a cross-functional team.
Project Coordination:
* Create well-prepared briefs for campaigns to guide the agency/creative team effectively.
* Copy QA checking
Digital & Social Media:
* Ensure timely web marketing/trading updates and maintain an up-to-date website throughout season and campaign cycles.
* Oversee social media accounts, posting regular content and analysing metrics.
Reporting:
* Gather mailing analytics and insights to inform direct marketing strategies.
* Provide an overview of general engagement across platforms, including web and mailings
* Proactively gather market intelligence and insights.
Requirements
What you will need:
Personal Specification
* Exceptional writing and editing skills.
* Strong command of grammar, punctuation and style.
* Self-starter with quick learning capabilities.
* Excellent verbal communication skills.
* A good understanding of marketing in the premium travel sector or like-minded sectors that specialise in high-value, low-frequency purchases.
* Exceptional organisational skills with a keen eye for detail.
* Proficiency in time and project management, prioritisation, and multitasking.
* A passion for storytelling and content creation, combined with a keen eye for detail.
* Results-driven and open-minded.
* Someone who loves being part of a great team and shaping a positive team culture.
* Supporting our ‘test and learn’ approach to optimise communication effectiveness.
* Liaise with cross-functional teams on promotional plans in order to convert, reactivate and retain customers.
Technical Skills & Knowledge
* Solid experience using CRM platform SuiteCRM and DotDigital (or equivalent) with HTML editing skills in Drupal and/or Email platforms.
* Excel, PowerPoint, and Word competency.
* Mac user / DTP use (Adobe suite etc.)
* CMS user.
* Understanding of content performance metrics and the ability to use analytics tools to make data-driven decisions.
Experience & Track Record:
* Demonstrable experience in customer lifecycle marketing, including customer retention strategies, project management and CRM.
* Line management experience.
* Strong experience in the travel industry is advantageous.
Qualifications
* Degree level (or equivalent experience).
Benefits
Neilson Benefits:
* 25 days holiday + bank holidays. Option to purchase 5 days holiday as extra.
* Auto enrolment into Scottish Widows pension scheme (Employer 4%, employee 5%).
* Life Assurance x 2 salary.
* Additional partner discounts (OOSC, Osprey, Trek, Snow Centre, Temple Spa etc).
* Modern, friendly, casual, upbeat office atmosphere.
* Free on-site gym & shower facilities.
* Free parking within a 10-minute walk from the office.
* Office secure bike storage.
* Great office location in Brighton Marina.
* Highly preferential holiday deals (70% discount + additional discount for children).
* Remote working options.
* Office kitchen/bar – Coffee & tea making facilities.
* Office pool table & darts board.
* Daily fruit basket.
* Free drinks fridge & snacks.
* Cycle to work & Tech scheme (salary sacrifice).