Senior CRM Manager - Consumer Led Journeys
Location
Cheadle, Staffordshire | United Kingdom
Job description
Pets at Home is seeking a dynamic and experienced Senior CRM Manager for Consumer Led Journeys. Reporting to the Head of CRM, this role will play a crucial part in shaping and implementing our Customer Lifestage CRM triggered communications plan.
Managing a team of 2 CRM marketeers, along with external suppliers, this role will develop the scope, and drive the build and deployment of relevant, compelling and targeted Customer Lifestage CRM triggers based on consumer needs. These needs could be based on, but not limited to, pet type, age or pet owner experience. This role is crucial to support trading and commercial objectives as well as drive long-term consumer engagement and love of our brand.
Location: Handforth Office SK9 3RN, hybrid working (On-site 2 days per week)
Key Responsibilities
- Work with CRM and analytics partner to oversee delivery of a programme of segmented and targeted triggered communications, from strategic development through to test and learn and deployment, resulting in relevant offers and content being delivered in a timely manner to our consumers through multiple channels.
- Work with key stakeholder groups to translate business requirements into a direct consumer activation plan.
- Capture and consolidate requirements of key internal stakeholders, including wider marketing, trading, the clinical team, propositions, and our Vets Practice owners.
- In conjunction with Head of CRM and other CRM Managers, build an optimum consumer contact plan which maximises the consumer growth opportunity and impact against priorities identified.
- Be the “voice of our consumers” using insight, response, and consumer analysis to shape and influence expectation and scope future opportunities.
- Managing delivery of the CRM consumer led trigger plan through a combination of internal and external resource.
- Provide leadership to peers and colleagues within the CRM team, Petcare Analytics Group and with the CRM supplier base.
- Provide clear prioritisation and client centred thinking to a mix of internal stakeholders.
- Work with commercial teams (Trading, Pricing and Promotions and Commercial Finance) to develop and agree business cases for testing.
- Work with the Pet Care Analytics Group to understand opportunities, agree testing methodologies and analyse results.
Key Experience:
- 4 years+ marketing experience
- A good understanding of consumer direct marketing and or on-line experience
- Multi agency experience
- Experience of Salesforce Marketing Cloud and Tableau reporting platform
- Be experienced in managing consumer relationship marketing programmes.
- Be experienced in managing suppliers within a business to consumer environment.
- Be a strong team player, who has a track record of building strong collaborative relationships with stakeholders in the business.
- Possess excellent organisational skills and a willingness to be “hands on” including proofing and potential copy writing.
- Possess a consumer “empathy” i.e. a passion for understanding and responding to consumer needs and potential.
The Ideal Candidate Will:
- Have the ability to influence at all levels.
- Possess excellent attention to detail.
- Be highly numerate, using effective analysis to make fact-based decisions.
- Have excellent budget management skills.
- Differentiate between 'strategic' and 'tactical.'
- Manage and prioritize workload for self and others.
The role requires an experienced, enthusiastic CRM marketer with strong direct and digital marketing expertise, organisation skills, experience of managing a team and budgets, and a proven ability to work as part of a fast paced, results driven business to drive performance. You must be able to think commercially, whilst always having pet owners and pets at the heart of their thinking.
If you are ready to make a significant impact in the pet industry, apply now.
Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours we want to hear from you!
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