CRM Lead

Title: CRM Lead

Location: Hybrid - 3 days in Manchester, 2 days remote

Salary: From £32,000

interactive investor is an award-winning investment platform that puts its customers in control of their financial future.

We’ve been helping investors for nearly 30 years. We’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching £75 billion and over 450,000 customers.

For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 20,000 UK and international investment options, including shares, funds, trusts and ETFs.

We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.

It’ssimple … we want our customers to feel confident and in control, for interactive investor to go from strength to strength, and for ii to be a workplace where we can all thrive. Our customer-driven approach and bold values sit at the heart of this. We are honest, straight-talking, and transparent with our customers and our colleagues. We are decisive and take ownership of what we say and deliver.

We are ambitious and passionate about what we believe is right for our customers, our teams, ourselves, and interactive investor.

Reporting to the CRM Manager, this role forms an integral part of the CRM team at interactive investor. The CRM team is accountable for building, optimising and managing a customer communications strategy which delivers on our commercial objectives through strong collaboration with the wider Engagement team which we sit within.

This role is responsible for the planning, creation and execution of CRM campaigns. There will be a particular focus on working cross-functionally to deliver highly-personalised customer communications which leverage AI capabilities and are grounded in insights.

• Develop and deliver highly personalised, multi-channel CRM strategies, driven by insights to effectively meet commercial and customer objectives.
• Execute and deliver campaigns through our CRM platform with precision and timeliness.
• Collaborate with the wider Engagement and Commercial teams to ensure consistency on all campaigns and across all customer touchpoints.
• Monitor CRM campaign performance against key objectives and identify opportunities for improvement through testing and optimisation.
• Uphold the first line of Risk/Compliance defence by adhering to business processes and procedures designed to meet FCA regulatory standards.
• Make informed risk decisions and credibly debate and challenge management recommendations within the framework of the approved Risk Management Framework.
• Support the first line of defence by reviewing and managing the risks and controls assigned to the department.

• Experience in delivering multi-channel CRM campaigns, personalised at scale, through service and marketing automation platforms, with a strong preference for Salesforce Marketing Cloud.
• Experience with AI-based systems to deliver personalised campaigns using “next best action” model, with a strong preference for Salesforce Marketing Cloud Personalization.
• Ability to work cross-functionally to translate CRM briefs into aligned, multi-channel campaigns.
• Experienced in querying databases to build targeted audiences.
• Strong knowledge of core marketing automation technologies, including email content writing, SQL, HTML, CSS, and database infrastructures.
• Adept at applying test-and-learn methodologies to optimise performance.
• Proven effective organisational and prioritisation skills in a fast-paced environment.
• Strong attention to detail.
• Excellent stakeholder relationship and communication skills.

• Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
• Life Assurance and Group Income Protection
• Private Medical Insurance – Provided by Bupa
• 25 Days Annual Leave, plus bank holidays
• Staff Discounts on our investment products
• Personal & Well-being Fund – Supporting your physical and mental…