We are seeking an experienced CRM Optimisation Manager to join our dynamic team. This role is perfect for a CRM professional who is passionate about enhancing customer experiences and driving campaign performance. The successful candidate will be responsible for optimising existing CRM campaigns and personalising the customer journey to maximise engagement and profitability. This role is pivotal in driving our digital engagement strategy and enhancing customer relationships through effective eCRM practices. The successful candidate will lead the development and execution of our eCRM optimisation strategy, ensuring a seamless and personalized customer journey.
Key Responsibilities:
- Develop and Implement eCRM Optimisation Strategy: Enhance customer engagement and drive conversion rates by developing and implementing an effective eCRM optimisation strategy.
- Data Analysis: Collect and analyse data from eCRM campaigns to gain insights into customer behaviour and campaign performance. Use these insights to make proactive changes for continuous optimisation.
- Optimise eCRM Campaigns: Design and implement strategies to improve the performance of existing eCRM campaigns. This includes analysing campaign data, identifying areas for improvement, and making data-driven decisions to enhance campaign effectiveness.
- Optimisation of Workflows: Optimise existing workflows, and build new workflows, ensuring optimal targeting, efficiencies and use of data.
- Personalise Customer Journey: Develop and execute a personalisation strategy to tailor the customer journey. This involves working closely with marketing, data teams, and third-party developers to create and integrate customer segments with our marketing platforms.
- Dynamic Email Templates: Utilise dynamic email templates to personalise and optimise campaigns. This includes creating and managing templates that automatically adjust content based on customer data and behaviour.
- Lead A/B and Multivariate Testing: Plan and execute A/B and multivariate tests to evaluate the impact of different eCRM strategies on customer engagement and campaign performance. Working with the wider Optimisation Team to use the results to inform future optimisation efforts for both eCRM and Website testing.
- Collaboration: Work with broader Optimisations, marketing, IT, and customer service teams to ensure a cohesive and effective eCRM strategy. Act as a product owner for personalisation across eCRM campaigns
- Provide Regular Updates: Provide regular updates and insights to stakeholders, ensuring continuous improvement in eCRM practices.
- Customer Lifetime Value (LTV): Demonstrate the customer lifetime value of the most valuable customer segments and use this information to inform personalisation strategies.
- Segmentation & Targeting: Refine audience segmentation strategies to ensure the right messages reach the right customers at the right time.
- Technical Proficiency: Demonstrate proficiency in enterprise level tools such as Adobe Journey Optimiser. As well as HTML, email deliverability, and engagement metrics.
Key Skills/Qualifications:
- Proven experience in a similar role, delivering successful personalisation programmes.
- Strong analytical mindset with the ability to derive meaningful insights from data and apply them to improve eCRM campaigns.
- Excellent communication skills, with the ability to work with various stakeholders and demonstrate the value of personalisation strategies.
- Proactive and can-do attitude, capable of generating new ideas and confidently leading a strategy.
- Experience with multivariant testing and understanding of the digital marketing mix.
- Familiarity with CRM tools such as Adobe Campaign, Adobe Journey Optimiser or similar enterprise level programmes.
- Technical experience with HTML and proficiency in email deliverability and engagement metrics.
- Experience with platforms such as Litmus, Jira, and other business tools.
Desirable:
- Experience in financial promotions and understanding of FCA regulations.
- Knowledge of advanced analytics tools and techniques.
Please note - we may close this vacancy early if we receive lots of applications or business priorities change.
Our Commitment to You
At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.
All qualified applicants will receive equal consideration for employment.
Benefits, and Work-Life Balance.
At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to work for in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.
All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.
You can also view some of our other key benefits here.
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