National Express are recruiting an experienced Senior CRM Manager to join the team. Based at our Head Office in Digbeth. The successful candidate will be responsible for developing and executing successful CRM and loyalty campaigns that drive customer engagement, retention, referral and loyalty, as well as using CRM activity to generate significant revenue for the business. You will work closely with teams across the business including commercial, marketing, customer experience, product and analytics to ensure that CRM campaigns are aligned with business objectives and customer needs.
What you'll do:
1. Develop and implement CRM and loyalty strategies for our Bus, Coach and Transport Solutions products
2. Collaborate with commercial, marketing, product, customer experience and analytics teams to ensure that campaigns align with business objectives and customer needs
3. Develop segmented customer journeys and personalised campaigns based on customer behaviour and preference, to increase engagement, retention, referral and loyalty
4. Conduct A/B testing and optimisation to improve campaign performance and customer experience
5. Develop and execute targeted email campaigns that drive customer engagement, increase retention and loyalty, and generate revenue growth
6. Analyse campaign data to measure and report on campaign effectiveness, including KPIs such as open rates, click-through rates, conversion rates, and revenue generated
7. Continuously monitor industry trends and best practices to identify opportunities for innovation and improvement in CRM campaigns
8. Develop and manage campaign schedules and budgets
9. Provide regular updates and reports for senior management on campaign performance and delivered ROI
10. Work with external vendors and agencies as needed to support campaign development and execution such as abandoned basket retargeting
11. Manage and develop the CRM team
What you'll need:
1. Educated to degree level with a minimum of 3 years experience in a similar role
2. Proficient in CRM platforms such as Salesforce, Marketing Cloud, Hubspot etc
3. Experience with analytics tools such as Google Analytics and Adobe Analytics
4. Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams
5. Strong project management skills, with the ability to manage multiple projects simultaneously
6. Strong understanding of email marketing best practices and regulations
7. Have team management experience
What we offer in return for your hard work and commitment...
1. Free Bus & Coach travel for yourself
2. Complimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner
3. 50% discount for friends and family on full fares on our coach services
4. Life Assurance
5. Company pension
6. Employee Assistance programme
7. Private online GP service
National Express is committed to creating an inclusive workplace that reflects the diverse communities we serve and we positively encourage applications from all sectors of the community.
We are a Disability Confident Committed employer and should you require any adjustments at any stage of the recruitment process please let us know.
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