CRM Manager

Position: CRM Manager
Department: Marketing
Reports to: Marketing Director
Location: London

Salary: Competitive package based on experience

Core Function

Reporting to Marketing Director, the CRMM will be responsible for the planning, creation, deployment, reporting and management of all CRM and email marketing strategies for all regions. The CRMM will work to customer retention, database growth and revenue generation targets.

The CRM will be responsible for creating and deploying ongoing regional email marketing strategy which will include, but not be limited to, the following activities: defining email acquisition and retention plans within market, ensuring that a monthly and quarterly database growth target is met, end-to-end deployment of all email marketing communications within market, buyer and seller defined marketing, weekly newsletter and alert management, database targeting and segmentation management. The CRMM will be responsible for maximising revenue through cost effective, ROI positive campaigns.

Working with the team of Regional account managers the CRMM will be accountable for creating and delivering region level campaigns and targets that can be measured and reported on for success.

The CRM will also be responsible for managing the relationship with the 3rd party ESP and manage the costs and account.

The CRM must also engage with key stakeholders within and sometimes outside the business, champion and deliver new commercially driven strategies, campaigns and creative digital marketing.

Key Responsibilities include:

Campaign Management

Responsibilities:

• Create, test and deploy weekly newsletters to all countries
• Use reports and RAM's to advise on
  • Content
  • Frequency
  • Segment
• Develop weekly, monthly and on the spot (as dictated by the market and on sales) email marketing campaigns
  • create, test and send to specific segments of the database
• Define and manage campaigns and promotions for all regions
• Build reports to show performance of each campaign
  • Opens
  • Clicks
  • Trans
  • Revenue
  • ROI etc
• Plan, create, develop, test and ultimately introduce successful new email marketing campaigns that;
  • Create a positive ROI
  • Add to customer experience

• Work with RAM's to execute and deliver targeted weekly newsletters and automated alerts
• Work with RAM's to deliver fresh, clear, up-to-date content on all e-marketing comms.
• Deliver weekly email reports and scorecards to senior members of the company
• Work with design team to create new emails and continually develop current emails - using data on customer behaviour
• Use the email creator and our ESP to create weekly newsletters for UK and other regions
• Manage and update copy (where applicable) on all email comms
• Monitor and track all sales and performance from all e-marketing campaigns
• Report on CRM activity at weekly team meetings

KPI's:

• Deliver monthly and quarterly plan including strategic campaigns, targeted audiences, targeted sends, targeted Net Revenue
• Presenting the plan and achieving sign off from the CCO / Sales & Marketing Director and Head of Account Management on activity.

Database Management

Responsibilities:

• Develop clear retention strategies for maintaining and improving relationship with all types of seatwave customer;
  • Buyers
  • Sellers
  • Email sign ups
• Manage opt out lists
• Create, develop and manage re-engagement campaigns for all regions
  • Define inactive emails
  • Manage creative
  • Build lists to send
  • Manage reporting
• Manage database email frequency
• Put in place and manage lead generation strategies that build the Seatwave base with quality leads
• Build and use reports to display database growth
• Develop key strategies to maintain and build customer base. The CRM must closely manage the databases of each country and make sure customers are receiving correct, targeted and timely emails, whilst adhering to best practice and the company manifesto
• Responsible for increasing life value of customers by delivering targeted communications based on customer data, location and RFV modelling
• Responsible for detailed segmentation of customer database
• Responsible for constant detailed analysis of the seatwave customer base;
  • Actions must be taken where applicable to enhance customer experience
  • Detailed planning on customer retention
  • Who are our customers? Target accordingly

Strategy

Role/Responsibility:

• Be responsible for the overall CRM strategy within seatwave
• Plan, create, test, report on and deliver a strategy that retains our customers and markets to them with targeted emails
• Use the Recency, Frequency, Value (RFV) model to create highly targeted campaigns to maximise revenue in an ROI positive way
  • Identify different types of seatwave customers and market to them accordingly
• Work with our ESP to continually improve seatwave email in addition to adhering to best practice and new developments within email, ecommerce and online marketing
• Create and develop clear reporting systems that will be visible to all key stakeholders

Essential Experience

• At least 3 years experience managing CRM strategy and email marketing
• Previous experience in ticketing, preferably within the secondary market
• Knowledge of major Email service providers
• An excellent eye for detail and accuracy
• Cop writing experience preferable
• Analytical approach to detail
• Strong Keyboard skills and proficient in Windows based applications including Microsoft Office, Excel and Outlook
• A strong level of time management and the ability to multitask is also essential
• The ability to work to targets and deadlines and provide support at all levels where required for all team members from general administration tasks through to brainstorming and problem resolution
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To apply, please send your CV together with a covering letter to jobs@seatwave.com clearly indicating which position you are applying for, how exactly you meet the required or desired aspects of the job & what skills you think you bring to seatwave.

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