CRM Marketing Manager

Location

Stroud, Gloucestershire | United Kingdom

Job description

About The Role

With an established, yet rapidly expanding customer base, we have a great product to sell to those who know we do the right thing as well as helping others who are ready to make their energy and sustainability impact. We are innovative, fast paced, and just plain different, with a strong commitment to our customers and their needs and priding ourselves on the ability to be highly flexible, agile and adapt to each customer’s needs. All of this and we base ourselves in the county of Gloucestershire where our people can balance their work and life.

Founded by a recognised thought-leader in the sustainability space with a unique portfolio of products and businesses, this role is about helping us grow our customer base whilst saving the planet.

This role is about utilising our wealth of data to generate commercial value from our CRM platform, whether in the form of new customer acquisition, upsell, retention or service. To do this, you’ll create and own our CRM Strategy, specifically by mapping out creative cross-channel journeys for various departments and stakeholders across the business. Working alongside our technical team, you'll be able to implement your journeys through email and push channels.

To support implementing your vision you’ll have access to Braze and Salesforce Marketing Cloud – experience using these platforms is preferred. You’ll be able to build messages and journeys within these platforms, supported by our technical team.

Responsibilities Include:

• Review our CRM strategy and update as appropriate to ensure that we are maximising our onboarding and switch opportunities by gaining a thorough understanding of the journeys new customers take and how we can communicate with them in the best possible way to improve engagement, conversion and ensure that they are in a fit to bill position once onboarded.
• Lead the transition from Braze to Salesforce Marketing Cloud, ensuring data models are built and maintained with the support of technology teams.
• Manage a regular activity of customer engagement comms including our monthly Transformer to drive customer retention and maintain our Trustpilot rating .
• Develop, collaborate with other teams to manage and send regular communications to our customer and lead base to drive domestic acquisitions. This could be through refer a friend offers or lead nurture.
• Build out and automate service-related and marketing communications by collaborating and working across our business to reduce customer contact,improve engagement and reduce churn.
• Review existing communications to find up-sell opportunities or opportunities to add value to the customer.
• Work closely with our Content team to fully document the requirements to brief in your work (whilst making your own recommendations), who will then create branding and messaging to fit our values and tone of voice.
• Refine and improve conversion of our comms through A/B testing.
• Work towards meeting monthly and annual sales targets through CRM activity and refer a friend campaigns.
• Send ad-hoc transactional comms in a timely and effective manner as requested from across the business and support and train other colleagues when needed.
• Maintain regular, accurate reporting in PowerBI.
• Act as communications lead for all strategic projects ensuring that customer communications are considered and work effectively.
• Line manage one Marketing Executive. A large part of their role is to support you with CRM but also wider marketing functions such as our print ads, admin support, brand awareness analysis.
• Develop the vision and strategy for how we can fully utilise our customer data and systems to drive customer growth (through both acquisition & retention).
• Support and contribute to the development and success of the overall growth plan and strategy, partnering effectively with internal teams to increase our brand awareness, sales and retention of customers.
• Improve our customer loyalty by feeding them timely communications that shout about our industry-leading greenness and how we are progressing with building more green generation, and incentivise them to spread the word of who we are through our ‘Refer a Friend’ model.

About You

You’ll already have been in CRM or Email marketing positions. You’ll have a good understanding of what's possible from a seamless customer journey and the value it brings when getting it right. A creative mind is a must, and you’ll be motivated to find opportunities and gaps in communications, as well as being receptive to others' ideas. Working harmoniously with peers from around the business and building relationships is also key.

You may currently be in a business or a role where you feel “hemmed in” by the corporate domain and want to be somewhere that acts and feels different, where you can deliver your best ideas.

Ultimately you’ll be seeking a role where you can have a direct impact on both business growth and the wider environment, while also developing your skills and experience.

Experience Required: 

• You’ll already have been in creative CRM or Email marketing positions
• You’ll know what’s needed to take your ideas through to delivery and how to report on their success
• Experience working collaboratively with multiple teams to meet requirements and timelines.
• Experience working with CRM & Email Marketing systems, including Salesforce Marketing Cloud
• Experience building data models in Marketing Cloud is desirable.
• Experience building automated email journeys with high penetration of click to open rates
• Experience with migrating to a new email service provider is desirable.
• Line management experience is desirable but not essential.
• Excellent research, analytical, presentation and written and verbal communication skills are a given
• A 'can do' attitude and the ability to work seamlessly with other areas by building internal relationships
• Curious, innovative, creative and with the ability to see another way of doing things
• Able to come up with your own ideas but be receptive to others’ ideas too
• A commitment and passion for sustainability and saving the planet

About Us

What's in it for you...

Healthcare plan, life assurance and generous pension contribution
Volunteering day
Hybrid working
Various company discounts (including shops, days out and events)
Holiday of 25 days (plus bank holidays) & ability to buy/sell days
Cycle to work scheme, car pooling and onsite parking available

As a valued member of the team you will be supporting the Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025

Flexibility statement

The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use it's people in the best possible way at all times and helps the employees to make make their contribution in a changing environment. 

Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity- the green kind.

Our mission was, and remains, to change the way energy is made and used in Britain- by replacing fossil fuels with clean, renewable energy.

We don't just supply green energy, we use the money from our customers' bills to make it ourselves too- we build windmills and sun parks in Britain. We call this 'bills in to mills'. In 2021, we started work on building two new solar parks, and now, in 2023, we're bringing geothermal energy to our customers' fuel mix, a first in the UK. We're also developing green gas mills which will generate 100% green gas from a source that we will never run out of- grass.

We don't just focus on energy though- we built Electric Highways, Britain's leading network of electric vehicle charging points, we helped Forest Green Rovers become the greenest football club in the world, and, in partnership with RSPB, we launched Britain's greenest mobile phone service, Ecotalk.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.

Job tags

Salary

£32k - £36k per annum