CRM Manager

Job Introduction

When you join Saga we welcome you with open arms and we fuel your career possibilities. We support. We encourage. We champion you to reach your full potential.

A great opportunity has arisen for a CRM Manager to join the Saga Group business.

You will be undergoing a transformation and are looking to re-invent our marketing model. We’ve invested heavily in new technology and implementing is coming to a close. As a result we have an exciting opportunity for an experienced manager to join our department and set up a brand new team.

You’ll bring excellent communication skills, written and verbally.

And in return, you can look forward to all of the responsibility and involvement of an integral role, providing you with a rewarding and fast paced career with an excellent benefits package including life assurance, pension, high street and online discounts, and concessions for holidays and travel.

If this sounds like a role for you then keep reading...

Role Responsibility

• Build and lead a CRM team managing the transition of staff from their divisions
• Ensure staff are trained and supported in their transition
• Amend marketing processes as needed ensuring minimal disruption
• Help manage the migration of existing divisional marketing campaigns to Adobe Campaign to enable the decommission of legacy marketing tools (Discus, Audrey & MaxEmail)
• Oversee, planning, execution and optimisation of multi-channel CRM campaigns using Adobe Campaign
• Utilise functionality in the new tools to improve existing marketing efficiency and effectiveness using automation, better personalisation etc.
• Lead the team to utilise new functionality across the Adobe suite to create new campaigns
• Drive the team to deliver a robust test-and-learn program
• Work closely with the Targeting Strategy team to drive improved Customer Value from optimised contact frequency rules, utilisation of analysis and coordination with the Next-Best-Action engine.
• Drive the further development of Adobe Campaign (new data sources, new triggers etc.)
• Ensure team monitor the day-to-day delivery of email campaigns, data exports, campaign summary reports, web lead capture, etc
• Enforce team coordinate scheduling with internal stakeholders to ensure end-to-end coordination and preparation of campaigns
• Present ideas to colleagues across the business
• Promote excellence and best practice in CRM and the use of Adobe
• Ensure progress updates, results and performance analysis shared with key stakeholders
• Ensure all campaigns and activities are fully tagged, tracked and evaluated
• Managing multiple complex projects concurrently, tracking progress and success
• Drive a customer-centric email marketing approach
• UAT on the campaigns to ensure the data is flowing correctly, the customer journey is working as per expectations and analyse the campaign performance

The Ideal Candidate

Capability, Knowledge and Experience:

• Management experience
• A good understanding of digital marketing
• Extensive direct marketing experience. Especially understanding of selection techniques, analysis, targeting, optimisation, measurement
• Experience in database management/marketing with a strong understanding of the use of data and systems in online marketing campaigns
• Experience presenting solutions to large groups of people with varied knowledge and understanding
• Ability to breakdown complex information and present it in an easy to understand way
• Considerable experience of planning campaigns and user journeys in logical flows 
• Experience selecting, running and checking data from databases
• Experience in A/B testing and analysis
• Excellent communication, presentation and organisational skills
• Excellent Track record in delivering change and completing projects
• Email marketing experience
• Experience implementing tracking URL’s, delivering cookies to web pages from email
• Experience managing multi-channel marketing campaigns
• Capable of planning & documenting complex multi-channel customer journeys
• Experience working to tight timelines in a project environment, able to prioritise
• Strong analytical skills
• Very good excel skills
• Experience working across complex businesses and managing different stakeholders
• Some knowledge of the over 50s travel market desirable

Education and Qualifications:

• Good Secondary education

Personal Characteristics:

• Very strong work ethic – there’s an awful lot to do and some short timeframes – need to be deadline driven and able to work under pressure to tight deadlines
• Adaptable and flexible to fast moving environment
• Collaborative attitude
• Motivated with a positive attitude to change
• Positive attitude & energy
• Good influencer
• Entrepreneurial, proactive and focussed on business objectives
• Highly numerate, analytical & logical
• Creative thinker and problem solver
• Capacity to juggle multiple projects while consistently meeting deadlines
• A patient manner
• An appetite to learn and develop own industry knowledge
• Passion for digital marketing

Package Description

The standard benefits when you join Saga include:

• Option to purchase a further 5 days annual leave per year
• Free private medical insurance after 1 years service
• Pension
• AXA Be Supported
• Apples Nursery (Folkestone only and on a waiting list basis)
• Free fruit 
• Give as you earn
• Free eye tests
• Honeymoon benefit
• Sharebuy
• Salary finance
• Discounts on Saga holidays and insurance products
• A range of reductions and offers from leading retailers, travel groups and entertainment companies
• Long service awards

About the Company

When you join Saga you will see that 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. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. Fair consideration is given to applications from all applicants, including those with disabilities. If you need support at any point with your application please let us know as we will be happy to help.

Learn more about the Saga business by watching our Saga plc Interim results for the six months ended 31st July 2018

To all recruitment agencies: Saga does not accept agency CVs unless specifically engaged on the role by the HR Recruitment Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga is not responsible for any fees related to unsolicited CVs.

Saga Group