CRM Manager

Requirements

• Leveraging AI to streamline processes and enhance your output
• Owning and delivering multi‑channel customer contact/CRM strategies, ideally involving mobile app, push, and email
• Using Customer Engagement Platform (Braze) and Customer Data Platform (High Touch), to create, send and report on multi‑channel customer communications
• Using data and technology to deliver relevant, targeted and personalised experiences for customers across CRM and digital marketing
• Management and use of customer segmentation for CRM and digital marketing activity
• Working with customer and performance data, and using that data to understand and communicate key performance drivers, size opportunities, support decision‑making and inform strategy
• You don’t need to tick off everything on this list - so don’t let that hold you back from applying. We want to make sure you’re learning plenty during your time with us!

• We’re looking for a marketing professional to help ensure our CRM is best‑in‑class
• With experience of customer‑centric, data‑led strategies, you will champion the continuous improvement of our CRM capability across channels, including web and app environments
• You’ll be commercially and analytically minded, and enjoy capturing the hearts and minds of our customers through creative, engaging communications that drive loyalty and long‑term value
• Although your role will cover all of our core verticals — Energy, Broadband, and Mobiles — your primary focus will be on supporting Energy customers
• As the market‑leaders in this space, you’ll play a key role in guiding users through volatile market conditions and helping them save on their bills wherever possible
• Setting the contact strategy for your area, leveraging industry‑leading tools and data capabilities to identify opportunities that help solve genuine customer problems
• Building and implementing CRM acquisition, in‑life and retention programmes across multiple customer touch points to deliver both customer and business value
• Setting and measuring KPIs, and using them to drive positive results and behaviours. You’ll work closely with our CRM Analysts to ensure we’re able to track and report on the metrics that matter, leveraging AI to open up new insight
• Testing and optimisation; consistently looking for opportunities to test and learn. Applying actionable insights from individual tests to scalable campaign/programme strategies, driving incremental campaign effectiveness improvements
• Measuring and reporting on performance across multiple campaigns and CRM programmes on a weekly and monthly basis, including how we’re pacing vs forecast
• Staying on the cutting edge of new technologies and data capabilities that improve our ability to operate efficiently and deliver timely, valuable customer experiences