CRM Executive

About the role

As CRM Specialist, you will work in the customer retention team with the Marketing Director, CRM manager, marketing team and external agencies. You will be primarily responsible for developing a direct marketing strategy and engaging the database using direct mail, SMS and email, both manual and automated. The successful candidate should have a solid understanding of direct response marketing practices, as well as end-to-end CRM campaign management experience, with a focus on customer data & insights, campaign planning, production, testing, delivery and post-campaign analysis. 

Duties and Responsibilities

• Plan, test and execute direct marketing campaigns based on specific customer segmentation, campaign or behavioural change objectives via direct mail, email, SMS, onsite messaging, and push notifications
• Liaise between external vendors and internal departments to examine and solve issues and opportunities that arise daily
• Troubleshoot, brainstorm, and address issues that may arise during the execution of direct mail campaigns
• Assign and delegate mailings and schedules for each campaign. Liaise with fulfilment agency on all levels, from stock, to print, fulfilment & post.
• Execute the buying and mailing of Data lists
• Responsible for briefing internal teams on all data requirements to enable accurate campaign measurement based on clear agreed KPI’s
• Ensure commercial, customer and brand targets are in place to review campaign success, track and measure results
• Confirm consistency of proposed campaign activity with customer contact strategy plan – working Marketing Director
• Proactively monitor current customer behaviours and business performance to identify potential opportunities for driving incremental gains
• Idea generation and challenging the existing way of driving business performance
• Maintain the CRM Database
• Provide regular BI/KPI reports
• Track and analyse, ROI, Response Rates, Conversion Rates, etc., on each campaign across the portfolio and recommend strategies for future mailings.
• Monitor costs for assigned campaigns.
• Monitor mailing stock and order as required.
• Participate in cross functional training as required from time to time.
• Adhere to all Company Policies and Procedures including safe work practices as set out in the Contract of Employment and the Staff Handbook.
• Adhere to the Company’s Data Protection Policy.
• Carry out any other duties/tasks as assigned by the Marketing Director or other Officer as appointed by the Managing Director.

Essential task requirements/experience you bring to the business:

• 2-5 years marketing campaign experience in fast-paced moving organisations etc.
• Microsoft CRM Dynamics 365 while not essential would be an advantage.
• Experience gained working across several departments with the focus on marketing and CRM
• IT proficiency is essential with a proven track record of acquiring new knowledge quickly and capability of transferring that knowledge into the business.
• Advanced level experience of Excel using Pivot tables
• Excellent oral and written communications using word, Power Point and Outlook
• Experienced presenter at meetings and confident public speaker
• Excellent attention to detail

The key personality traits for success are:

Effective Communicator (written and oral), Process Driven.