Senior Manager Customer Relationship Management

This role is with Digital Waffle. Compensation details will be discussed with your recruiter based on skills and experience.

Overview

Digital Waffle has partnered with a rapidly expanding marketing agency to find a seasoned CRM Manager. As a CRM Manager you will be instrumental in delivering and expanding Customer Experience services for clients. You will ensure that client strategies are executed to the highest standard with a focus on CRM and CX.

Responsibilities

• Develop CRM strategies for clients by analysing customer, campaign, and channel data to identify opportunities that shape and enhance overall strategy.
• Apply a highly analytical, KPI-driven approach to inform decision-making and uncover opportunities.
• Design and execute retention strategies to maximise customer lifetime value, utilising multi-touch, multi-channel communications (email, push notifications, in-app messaging, SMS, and on-site messaging).
• Build and implement multi-dimensional customer segmentation to reduce churn and tailor communications.
• Audit and optimise CRM platforms such as Mailchimp, HubSpot, Salesforce, Klaviyo, Emarsys, and Dotdigital.
• Develop automation and testing strategies to boost conversion rates and engagement.
• Ensure GDPR compliance and provide guidance for implementing customer data processes that align with best practices.
• Pitch and secure work, contributing as a CRM expert on pitch teams.

Salary - Up to £65,000. Location - London (hybrid).

Qualifications

• Strategic Thinking & Insights – Ability to develop CRM strategies by analysing data to shape client strategy.
• Analytical Thinking – KPI-driven decision making.
• Retention & Segmentation – Experience designing retention programs and multi-channel communications with segmentation to reduce churn.
• Software Proficiency – Experience with CRM tools and platforms mentioned above.
• Data Protection – Knowledge of GDPR compliance and data governance.
• Pitching – Experience contributing on pitch teams.

To apply, please follow the provided links. Note: due to high application volume, only suitable candidates will be contacted.