Hybrid Senior CRM Manager

at AASHTO (American Association of State Highway and Transportation Officials)

• Job title: Senior CRM Manager
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, London, United Kingdom

About the role

• Senior CRM Manager developing and executing CRM and lifecycle strategies. Driving B2C customer experiences for the UK's fastest-growing used car marketplace.

Responsibilities

• Assist the Head of CRM in creating and executing a strategic vision for CRM across multiple touchpoints (e.g. email, push, SMS). Ensure alignment with various teams and stakeholders.
• Define and implement a data-informed CRM strategy, leveraging data and insights for segmentation, targeting, messaging, and campaign adaptation across different segments.
• Manage and execute lifecycle journeys and marketing campaigns that deliver excellent customer interactions across multiple touchpoints, focusing on the B2C side of the business
• Identify and implement high-impact CRM initiatives to encourage sellers further down in the selling funnel and ultimately driving sales
• Work closely with internal teams to develop impactful, targeted, personalised, and brand-consistent messaging and creative.
• Analyse data and reports to identify trends and opportunities to improve customer experience and product discoverability. Report regularly on progress and results to senior leadership
• Embrace and champion a test-and-learn approach to drive engagement and increase performance across all CRM comms
• Work closely with the B2B side of the business and identify opportunities
• Stay up-to-date on the latest CRM trends and technologies

Requirements

• Experience in customer marketing and CRM with a track record of successfully developing and executing highly impactful CRM programmes and initiatives, preferably in a scaling consumer tech or marketplace business with millions of customers.
• Strategic and analytical, with a focus on understanding customer behaviour and planning around data-driven insights and strategy development. Strong commercial acumen, brand appreciation and a good creative eye.
• High attention to detail and comfortable managing multiple priorities, with the ability to adapt priorities quickly in response to in-market changes
• Experience collaborating with product and engineering teams
• Analytical mindset with the ability to articulate the quantitative and qualitative impact of our efforts.
• Being very comfortable to roll up your sleeves and be hands-on in the role
• Deep understanding of CRM tools (ideally Braze) and how to execute multi-channel lifecycle journeys
• Strong verbal and written communication skills, capable of building trust and influence with peers and stakeholders, and effectively advocating CRM’s vision and strategy.

Benefits

• Flexible working arrangements