Senior CRM Automation Manager

Job Description

We are now recruiting an experienced Senior CRM Automation Manager to become part of our dynamic marketing team in London, initially on a 6-month fixed-term contract. There's a strong potential for this position to transition into a permanent role down the line. With that prospect, we're seeking a knowledgeable individual eager to advance their career within an expanding company, known for offering excellent opportunities for professional growth. It is a great opportunity to be part of a sociable and welcoming team, working with some great leaders within the financial industry.

The ideal candidate will have a proven track record of leading on the development and deployment of CRM strategy. You will engage and influence at all levels of the business, positively challenging the status quo with a proactive/solution orientated mindset. You'll turn insight into action and help to create a clear link between Marketing inputs and team outputs that deliver both customer and commercial benefit.

You will play a pivotal role in maximising the potential of our new CRM platform, Bloomreach. Taking the Marketing and CRM roadmap, you will be responsible for overseeing the execution of our strategy: managing complex, trigger-based, automated lifecycle journeys.

We are looking for someone who has advanced knowledge of using Email Marketing tools and/or Marketing Automation technology. The ideal candidate will have a deep understanding how they work, how they can be configured to build segments and workflows, as well as how they can integrate with other systems, creating opportunities for efficiencies, data management, reporting and automation across the platform.

You should have both marketing and technical experience, along with an analytical approach to presenting key findings. You will need to be comfortable with engaging with stakeholders at all levels and across functions.

You will have line management responsibility, managing a Senior CRM Data Executive and a Senior CRM Executive.

Key Responsibilities

• Work with the marketing team to gain a comprehensive understanding of the broader marketing strategy, while ensuring an in-depth understanding of the key objectives and deliverables of the seasonal campaign plan.
• Be a CRM platform 'super user', who can comfortably manage complex automation journeys as well as troubleshoot when problems arise from data feeds.
• Build close working relationships with our marketing platform vendor (Bloomreach), ensuring platform capabilities are fully utilised and optimised across all channels.
• Work in partnership with the Head of Strategic Planning on strategy to improve Bloomreach capability, including omni-channel marketing campaigns e.g. email, in-app and SMS, embedding personalization.
• Collaborate with the UX and design team to develop a range of reusable templates and toolkits to reduce creative production overhead and ensure creative consistency on the end-to-end journeys.
• Aim to ultimately achieve a balance of 80% programme/automation based and 20% campaign-based CRM activity, using workflow and automation functions within the tools. Reduce manual production wherever possible.
• Effectively manage, execute, and track the performance of marketing activity.
• Analyse campaign performance to identify tactical and strategic areas for improvement.
• Champion continuous improvement by ensuring that all activity includes a test – measure – learn component.
• Embed ways of working that support high quality comms and that build strong relationships across D2C, manage and guard clear expectations regarding SLAs.
• Train and educate all team members on CRM best practices, ensuring effective utilisation of the CRM system throughout the organisation.

About you:

• 5 years+ experience of working in a CRM / Data role
• Experience of building automated customer journeys in a CRM platform – ideally Bloomreach (our internal platform) or similar
• Previous experience working with Digital Analytics Platforms such as: Google Analytics Explore, Adobe Analytics, Acoustic / IBM Digital Analytics
• Ideally would be proficient in HTML and / or other coding languages e.g., SQL/JavaScript
• Basic knowledge of personalization languages - Jinja or similar
• Ability to understand data collection methods from websites and build relevant reporting inside the platform
• Ability to track and evaluate the performance of emails and other marketing campaigns
• Knowledge of digital marketing and CRM methodologies (LTV, Retention, Loyalty, upsell & cross-sale)
• Ability to present and interpret data to the senior management team
• Ability to troubleshoot and investigate issues based on data points
• Understanding of data evaluation concepts such as A/B testing and statistical significance
• Knowledge of customer journey mapping and experience in executing multi-channel campaigns
• Experience in the end-to-end delivery of email marketing campaigns
• Experience in working with customer data, including permissions, data protection, GDPR, segmentation
• Self-motivator and good communicator
• Ability to manage, prioritise and delegate work to junior team members,
• Ability to manage and coordinate multiple projects and multiple 3rd party stakeholders to achieve desired outcomes at the highest level, within the given timescales
• Supporting and enabling the business to achieve its regulatory requirements, including consumer duty

About us

AJ Bell is one of the fastest-growing investment platform businesses in the UK offering an award-winning range of solutions that caters for everyone, from professional financial advisers, to DIY investors with little to no experience. We have over 528,000 customers using our award-winning platform propositions to manage assets totalling more than £83.7 billion. Our customers trust us with their investments, and by continuously striving to make investing easier, we aim to help even more people take control of their financial futures.

Having listed on the Main Market of the London Stock Exchange in December 2018, AJ Bell is now a FTSE 250 company.

Headquartered in Manchester with offices in central London and Bristol, we now have over 1,400 employees and have been named one of the UK's 'Best 100 Companies to Work For' for six consecutive years.

At AJ Bell you can expect a friendly working environment with a strong sense of teamwork, we have a great sense of pride in what we do, and this is reflected in our guiding principles.

Our perks and benefits

• Starting holiday entitlement of 27 days, increasing up to 31 days with length of service
• Holiday buy and sell scheme
• A choice of pension schemes with matched contributions up to 8%
• Discretionary bonus scheme
• Annual free share awards scheme
• Buy As You Earn (BAYE) Scheme
• Health Cash Plan – provided by Medicash
• Discounted private healthcare scheme and dental plan
• Free gym membership
• Employee Assistance Programme
• Bike loan scheme
• Sick pay+ pledge
• Enhanced maternity, paternity, and shared parental leave
• Discounted nursery fees at Kids Planet on Exchange Quay
• Loans for travel season tickets
• Death in service scheme
• Paid time off for volunteer work
• Charitable giving opportunities through salary sacrifice
• Calendar of social events, including monthly payday drinks, annual Christmas party, summer party and much more
• Personal development programmes built around you and your career goals, including access to personal skills workshops
• Ongoing technical training
• Professional qualification support
• Talent management programmes
• Peer recognition scheme, with rewards including restaurant and shopping vouchers or time off
• Monthly leadership breakfasts and lunches
• Casual dress code
• Access to a range of benefits from our sponsorship deals

Hybrid working

At AJ Bell, our people are the heart of our culture. We believe in building strong connections by working together. That's why we offer a hybrid working model, where you'll spend a minimum of 50% of your working time per month in the office. For new team members, an initial period will be full-time in the office to help you immerse yourself in our business and build valuable relationships with your colleagues.

AJ Bell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and all employees are empowered to bring their whole self to work.

We do not discriminate on the basis of race, sex, gender identity, sexual orientation, age, pregnancy, religion, physical and mental disability, marital status and any other characteristics protected by the Equality Act 2010. All decisions to hire are based on qualifications, merit and business need.

If you like the sound of the above, or just want to know more about the company and the role, we'd love to speak to you.