Course Operations Manager overseeing TEC program delivery and supporting student success across multiple cohorts. Collaborating with faculty and TAs to ensure high - quality education delivery.
About the role
- CRM Lead responsible for shaping and executing customer relationship marketing strategies across three DTC brands. Focus on retention, acquisition, and improving customer experience.
Responsibilities
- Shape CRM strategy and execution across email, SMS and direct mail.
- Manage and develop a Senior CRM Executive.
- Ensure CRM activity is insight-led, commercially effective and on-brand across all three business units.
- Build and optimise triggered programmes to reduce churn and improve prospect communications.
- Play a key role in improving customer experience and driving revenue and profit.
- Present proposals of CRM Strategy to the Head of Growth and Business Unit leads.
- Define lifecycle strategies across acquisition onboarding, engagement, retention, cross-sell, upsell and win-back.
- Plan, execute and optimise CRM campaigns across email, SMS and other owned channels.
- Lead testing and experimentation to drive continuous improvement.
- Own CRM performance reporting across all three brands, focusing on actionable insights.
- Work closely with Data to improve reporting capabilities.
- Line manage and develop a Senior CRM Executive.
- Set priorities, manage workload and ensure high standards of execution within the CRM function.
- Collaborate with Product Design, Commercial and Customer Service Teams.
- Work with the Brand Team to launch key campaigns.
Requirements
- Significant experience in CRM and retention, acquired in a fast paced, high growth, data driven organisation.
- Strong understanding of CRM channels (email, SMS, Direct Mail and lifecycle marketing principles).
- Experience working directly with developers and/or data engineers on CRM projects, during which you have showcased an interest in technology and developed a strong understanding of databases and data flows.
- Strong understanding of Email Service Providers (ESPs) such as Klaviyo and other CRM tools.
- Experience briefing and working closely with design and copywriting teams to deliver best-in-class creatives.
- Commercially minded with a strong grasp of retention, churn and LTV drivers.
- Confident working with data, reporting and experimentation.
- Commercially-minded with an inquisitive and analytical mind.
- An intermediate understanding of SQL is advantageous, with a desire to develop this knowledge over time.
- Experience working across multiple brands or business units is a plus.
Benefits
- 25 Days Holiday (+ all the usual Bank Holidays) – It's important to take a break and recharge, that's why we offer a generous holiday allowance.
- Free Breakfast & Lunch – It’s important you are well fuelled for the day so we've got your breakfast and lunch covered. Plus drinks and snacks are available too!
- Hybrid working to give you flexibility – We are all remote on Wednesday and Thursday. When we are in the office on Monday, Tuesday and Friday our core hours are 10-4. If you're an early bird you can do 7-4, and if you're a night owl 10-7 is fine too. Need more flexibility around your life – just let us know.
- Equity – We offer a competitive salary and a generous share award package that means every employee has a stake in the business. We really are all in this together.
- Health and wellbeing focus – We offer a healthcare cash plan, cycle to work schemes plus free healthy breakfast and lunch in the office. We'll be sure to always prioritise your physical and mental health.
- £500 annual development budget for any learning, training and development opportunities. Courses, books, software – if it helps you in your role, we’ll help you get it.
- For working parents, we’re proud to offer assistance, helping you save on nursery fees. The workplace nursery benefit allows you to save tax and National Insurance on the full cost of your nursery fees each month.
- Culture club – Our culture club team meets every week to make sure we celebrate our big wins and milestones too, with parties, surprises and more.
- You’ll get highly discounted Skin + Me products for you, and 10 friends + family too.
- Generous employee referral scheme, if you know more fabulous people refer them to work with us too and you’ll get a bonus when they pass probation.
- Dog-friendly office with two very cute resident dogs!
Job title
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