Automation Marketing Manager

Contribute to the business goals through the application of CRM technology and CRM techniques, particularly the use of Salesforce Marketing Cloud. Responsible for campaign management across direct marketing acquisition initiatives. Manage and report on the database and utilise data insights to improve marketing efficiency. Ensure regular relationship management with relevant marketing agencies.

RESPONSIBILITIES

Customer Relationship Management (CRM) Data

Ensure that an internal function and/or a cross-functional customer account team maintains high-quality customer information; monitor and review information quality to ensure that it is fit for purpose. Provide user input to the development or improvement of the customer relationship management system to ensure it meets immediate and longer-term business needs. Evaluate impact of various CRM strategies in terms of increased business.

Ensure updates are made as and when required. Assist with marketing research and leverage information stored in the CRM system.

Data Collection & Analysis

Make authoritative recommendations that have a significant impact on the business over the short and long term. Recommendations could be technical or professional in nature. Manage data and oversee all data transfers within the business units. Use the life-cycle to communicate via email, SMS or direct marketing, the marketing communication strategy, to promote new business or encourage retention and reactivation, through Cross Selling and Upselling.

Utilise customer data in order to leverage further revenue. Develop a system to deal effectively with customer complaints, ensure they are resolved, and ensure complaint records are kept up to date.

Customer Relationship Development / Prospecting

Develop and implement relationship management plans for complex potential customer accounts to identify and build relationships with relevant decision makers and influencers within the customer organisation and to enable effective two-way flow of information and resolution of issues.

Customer Service

Lead and direct a major customer service function or department. This includes taking responsibility for planning and delivery, and for setting strategic direction within the wider business framework. Improve and maximise the customer life time value through the application of CRM and Marketing techniques. Maintain a customer touch-point life-cycle, to clearly shows each and every interaction the brand has with customers.

Customer Experience Strategy

Lead the implementation of the CX business plan, ensuring the right resources are in place to execute on the CX strategy across the various stages of the customer and product life cycle. Lead the development of a holistic CRM strategy and incorporate sound CRM business principles. Regularly present CRM strategies, performance and any other general developments, to the various organisational units.

Client & Customer Management (External)

Manage key client and customer relationships. Likely to involve using agencies to maintain customer satisfaction and loyalty. Manage relationship with system provider to ensure that the system works effectively, minimise down time and meet organisational requirements. Manage the relationship with the Direct Marketing service provider.

Leadership and Direction

Identify and communicate the actions needed to implement the function's strategy and business plan within the business area or department; explain the relationship to the broader organisation's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals. Manage and oversee the Direct Marketing function of the business unit and set out clear goals to be achieved.

Operational Compliance

Maintain and renew a deep knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Identify, within the team, patterns of non-compliance with the organisation's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.

Oversee that data transfers are secure, and compliant with current legislation. Ensure NDA’s are in place with CRM system provider to secure any and all data transfers.

Work Scheduling and Allocation

Develop medium- or long-term work schedules that enable the organisation to achieve its business goals. Involves coordinating across multiple teams. Plan and integrate CRM system into the Call Centre to improve effectiveness of agents, and ensure Call Centre operates at maximum performance. Ensure Direct Marketing efforts meet business requirements and goals.

Internal Client Relationship Management

Manage relationships with strategic internal clients and act as a business partner to them, building high levels of professional credibility and mutual trust, and mobilising appropriate…