CRM Executive

Job Introduction

CRM Executive 

Salary £28,000

FT 35 hours per week

Hybrid - Travel to the London or Ashford Office at least once per month 

Here at Saga, we are seeking a CRM Executive. The role of the CRM Executive will play a key part in shaping the CRM Strategy for the Insurance division using data and insight to its fullest. Working closely with the CRM Data Planner you will help drive data led decision making, suggesting ideas and improvements to our marketing strategies to inform the Marketing creative teams. 

As an experienced CRM tool user, you will build and execute multi-channel integrated campaigns, using a combination of SMS, DM, Outbound and Email deliveries, utilising dynamic content and automation where possible to deliver exceptional messages to our customers. You will work closely with digital teams to ensure we have an integrated, multi-channel approach to our campaigns, sending the right message, to the right customer, at the right time and in the right channel.  

You will have access to a suite of Adobe tools – Adobe Campaign, Target and Analytics, that you will be able to use to your best advantage to deliver inspiring and relevant content. Collaboration with multiple teams, including Data Science, Marketing Creative and Email developers will be essential, and you will proactively push ideas forwards and own campaigns across customer touchpoints from inception to delivery. 

Accuracy and attention to detail are essential to this role, with all correct sign off procedures followed. A good knowledge of data protection and GDPR legislation would be advantageous. 

This role is multi-faceted and fast-paced where you will work on multiple initiatives at once. There will be elements of data management, working alongside our Group Data team to ensure any data inaccuracies are identified and fixed as soon as possible. You will also work on key projects where you will provide your knowledge and expertise to drive business change.  

Working alongside the CRM Data Planner, you will guarantee that activity is fully trackable; reviewing and analysing weekly campaign performance to proactively evolve campaigns based on testing strategies, performance indicators and audience insight to ensure we're getting the most out of our databases at every opportunity. 

This position reports to the CRM Manager but will be required to work collaboratively with the CRM Data Planner and CRM Technical Specialists.  

The position is predominantly remote working, but you would be required to attend monthly face-to-face collaboration sessions in the London or Ashford offices. 

Role Responsibility

• Using data and insight to initiate and progress advanced CRM journeys 

• Help to shape the CRM action plan and work with the team to plan and execute campaigns that deliver performance improvements. 

• Fully utilise the tools and data available to design and deliver omni-channel campaigns covering all areas of communications- new customer acquisition, engagement, loyalty, advocacy and win-back, creating multi-channel executions, whilst delivering exceptional experiences to our customers. 

• Analysis, segmentation and targeting of customers within internal database 

• Planning, creating and executing multi-channel, automated campaigns, including email, postal, SMS and outbound. Covering all CRM aspects of the campaign, from data brief to post campaign reporting where required 

• Execution of multi-campaign testing programmes within campaign builds 

• Ensuring activity is trackable for all required metrics within CRM remit and proactively suggest areas of improvement using a test and learn framework. 

• Working closely with the Group Data team to ensure any requests for data or data issues are provided/resolved in a timely manner 

• Promote excellence and best practice in CRM and the use of Adobe, driving a CRM culture across the business 

• Collaborate with wider business teams to deliver cross division projects 

• Responsible for demonstrating an understanding of regulatory risk across Marketing and customer touchpoints including working knowledge of the latest FCA guidance 

• To be a positive, proactive member team 

The Ideal Candidate

• Ideally 2+ years of CRM experience incorporating integrated campaign delivery across multiple touchpoints, customer journey development, automation, multi-channel workflows and dynamic content delivery
• Educated to A level preferred, but experience is key
• Evidence of full ownership of CRM campaigns from inception through to analysis
• Knowledge of Adobe suite of tools preferable
• Knowledge of data integration and a passion for digital solutions
• Excellent personal communication and presentation skills and able to come across as a professional, credible, respected representative of Saga
• Strong levels of multi-tasking, prioritisation, and solution-orientated approaches
• Sound understanding of a Financial Services regulatory environment
• Superior professionalism with internal and external teams
• Well organised and detail oriented
• Ambitious personality who is open to helping with any task
• Ability to work under pressure and deadlines

Package Description

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues.

We offer total flexibility over where you work you choose a place that you feel most comfortable and productive, either from home or in one of our hubs in London, Ashford or Sandwich.

BENEFITS AVAILABLE TO ALL COLLEAGUES:

• Our working week is 35 hours per week, these can be worked flexibly to suit your working style
• 25 days holiday + bank holidays
• Option to purchase additional leave up to 5 extra days
• Pension scheme matched up to 10%
• Life assurance policy on joining us
• Wellbeing programme
• Colleague discounts including family discounts on cruises and holidays
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Company performance related annual bonus - Up to 5%
• Income protection
• Access to Saga Academy, our bespoke learning platform

About the Company

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.

We’re passionate about diversity, equity, and inclusion. Championing diversity is important to us, and diverse teams really are the best ones. We’re dedicated to creating a culture where every colleague feels like they belong. So that at Saga, more than anywhere else, you can be your best, be yourself and make a difference.

Fair consideration is given to all applicants, including those with disabilities and those over who are over the age of 50. As champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams. We are also an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.

​Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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Saga Group